Thank you for taking the time to complete CHATS’ Client Experience Survey! By taking time to speak with us and share your experiences openly and honestly, you have provided us with valuable information that will help us improve our programs and services. We are pleased to share the results of our most recent survey and the actions we took based on the feedback provided. 
 
About the Survey Process:

CHATS’ Client Experience Survey was conducted in April and May of 2020. We sampled clients/caregivers from all program areas and are thrilled to have increased the number of respondents from previous years. For this survey, 377 people agreed to complete the survey. Below, we provide highlights of the results.


Survey Results Highlights:

Overall, clients and caregivers reported that they look forward to the CHATS programs and services they receive with 95.5% of respondents saying they would recommend CHATS programs to others. The larger number of survey responses and better representation from across CHATS programs, provides us with better and more meaningful information to make improvements. We are thrilled that so many took the time to not only answer the survey questions, but to provide us with valuable comments/feedback that provide us with an even deeper understanding of both our strengths and opportunities for change.
The results are great, but surely, we can find areas of improvement!

Home Adaptation and Maintenance (HAMP):
Need to have continued messaging between service providers, high need clients and CHATS during the snow season.
  • Action: On call support on the weekend and dedicated snow line and email for the Community of Vaughan project.

Adult Day Programs:
Provide a greater variety of programs to be offered.
  •  Action: Feedback sought at Client Council Meetings and incorporated into calendars.
 
Quality of meals and variety of options.
  •  Action: A new caterer was hired for two of the ADPS with great feedback from clients and staff. Better food consumption noted and better utilization of staffing resources.
 
Transportation:
Timely return of voice messages
  •  Action: Live answer staffing schedule has been modified to improve the response time. Outcome- Live Answer rate is over 90% and all messages are returned the same day.
Home Help:
Inconsistent service provided and staffing challenges.
  •  Action: A consultant has been hired to review the job description, postings, and recruitment.
 
Assisted Living
Ask the PSW’s to not wear strong deodorants or perfumes.
  • Action: Reinforced the scent free policy with staff.
Meals on Wheels:
Ordering process can be stressful and difficult depending on the user.
  • Action: Small working group established to review ordering process and identify areas for improvement including communication on how to place order. Changes were implemented and revised with pandemic.