We Asked…You Answered…And This is What You Had to Say

After a year like no other, we wanted to give every client and family served by Lanterman Regional Center an opportunity to provide the Center with feedback on how we’re doing and how things are going.
 
We invited the 11,000 clients and families we serve to participate in a mail-in survey sent out in their primary language to evaluate our performance and processes, and received an above average response, hearing back from 20 percent or more of you in each of the four languages – English, Spanish, Korean or Chinese.

So, what did you have to say?
 
Overall, 93% of clients and families reported that they were satisfied or extremely satisfied with the services and support that Lanterman provides. And then we broke it down into 10 different aspects of service and support for which responses were given along a 5-point scale:

• Extremely Satisfied
• Satisfied
• Not sure
• Dissatisfied
• Extremely Dissatisfied

We asked survey recipients questions in the following 10 areas and we’re sharing the percentage satisfied/extremely satisfied:

1. Easy to reach by telephone – 87%
2. Timely response to concerns as needed – 90%
3. Respectful/professional staff communication – 97%
4. Staff respect and honor my race/ethnic culture – 96%
5. I feel listened to/understood by staff – 94 %
6. Staff partner with helpful solution-based ideas – 91%
7. Service coordinator knows and informs me about relevant services and supports – 90%
8. Feel comfortable as active participant in IPP/IFSP – 92%
9. I receive the services and supports I need – 91%
10. The services and supports I receive have made a difference – 93%

In 9 out of the 10 areas, 90 percent or more were satisfied or extremely satisfied. Our lowest mark at 87 percent satisfied/extremely satisfied was how easy, or perhaps not easy, we are to reach by telephone. Overall percent satisfaction by ethnicity was also over 90% among 7 self-identified ethnicities.
 
While there is a small percentage that is unsure, dissatisfied or extremely dissatisfied, in each of these areas, overall it was reaffirming after this extraordinary year to hear back from our community that we’re mostly meeting or exceeding your expectations. Also, respondents who had expressed a question or concern in their survey response, and chose to provide contact information, received a follow-up phone call.
 
The takeaway is there is always room for improvement. And your feedback will help us deliver an ever-better experience with the regional center to our clients and families.