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4.34 SCL – Satisfaction Surveys

Open Door strives to provide quality, person-centered supports to all individuals served.  In order to ensure that services are being provided as per the person-centered plan (PCP), Open Door prioritizes gathering input from all stakeholders on their satisfaction with all areas of our performance.

Open Door has a robust program which allows for all stakeholders to provide feedback on our services through satisfaction surveys.  Surveys are made available by online methods, phone, and email. 

At least annually, the following stakeholders are contacted for input and feedback through completion of satisfaction surveys directly related to their specific service area:

  • All individuals who receive services (see attached sample form)
  • Family members of those receiving services (see attached sample form)
  • Guardians of those receiving services (see attached sample form)
  • County boards
  • MUI departments
  • Those who contract with our agency
  • Each employee and department within in our agency
  • Board of Directors

Open Door maintains records of each contact and evidence that the survey was offered to the stakeholder even if they choose not to complete it.

The results of the satisfaction surveys are compiled through electronic data systems and analyzed each month.  Reports are stored in shared files for all departments to access.  Follow-up actions are developed to address any pattern of concern or areas identified for improvement.  Monthly (per the assigned QI schedule), reports are shared with all stakeholders and our Board of Directors including direct response to stakeholder surveys.  Stakeholder feedback is prioritized in our strategic initiatives and drives decisions on staff training, policy and procedural changes, and overall direction of our agency.

Last Revised: 8/25/21

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