Client Survey Results

2020 Client Survey - Scoring Summary
“I was  well informed of my choices and rights as a client or caregiver”    
 "The programs/services at LEO met my  needs"  
"The programs/services at LEO  contributed to my independence"    
"The programs/services improved my  quality of life"    
"Overall, I am satisfied with the programs I used and/or services I received"
"Staff kept me well informed about my services/my family member's services"    
"I was as involved in the decisions of my services/my family member's services"  
"I found it easy to arrange services and/or get the help I needed"
"I feel LEO supported me/my family member in activities of daily living"    
"The staff at LEO were respectful of  my needs"
"The cost of the programs/services are reasonable and affordable"
"I would recommend LEO to  others"
Agree or higher
96%
97%
98%
97%
97%
93%
85%
96%
94%
98%
96%
99%


2020 Client Survey Suggested Improvements to be Implemented:


1. Surveys will be completed by volunteers throughout the year with clients. This allows for timely answers and faster correction time.

2. Phone calls will be the primary method of survey to allow for open ended answers.

3. A client advisory group will be created to provide valuable feedback in programs, surveys, etc. from a client perspective.

4. Confirmation of scheduled trip will be completed during the day before COVID pre-screener calls.

5. Survey summary will be shared of all staff.

6. More communication from staff is requested from clients if there is a change to the time of service than what was originally arranged.

7. Development of a client handbook is being undertaken to outline LEO policies, procedures, etc. for a reference.

8. Several respondents commented that they did not hear back from staff after leaving a message. A policy should be implemented to stipulate that messages left will be called back within one business day.

9. It was suggested that LEO investigates including an information package to be concluded in the Welcome Package at area nursing and retirement homes. By doing so, it will help relay pertinent information about LEO services to potential new clients and families.

10. Investigating feasibility of creating 2nd MT crew for winter months to allow for faster snow removal.

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Testimonial

"About 10 years ago, my arthritis began interfering with my daily life. I was having trouble keeping up my home and did not know where to turn. My husband and I realized we would have to make the decision to either ask for help or possibly move. After contacting Lambton Elderly Outreach, I was amazed by the help they provided me with. I have had my homemaker for 10 years and I could not be anymore satisfied with the service. I am thankful for Lambton Elderly Outreach because without their help, I would not be able to live in my home."

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