Service Users Satisfaction Survey

A Service Users’ Satisfaction Survey was conducted across the ACT ATOD organisations, both government and non-government, on 21 June 2012. It largely replicated the ACT Service Users’ Satisfaction Survey conducted on 19 November 2009.
The Survey had two purposes. The first was to obtain a snapshot of the levels and patterns of satisfaction of the service users. The second was to provide information on any changes in satisfaction between 2009 and 2012 as this information can be used for monitoring and assessing the outcomes of quality assurance programs implemented by the services that participated in the Survey. The survey report was prepared by David McDonald, Consultant in Social Research & Evaluation for the Alcohol and Other Association ACT Inc.

The 2012 ACT Alcohol & Other Drug Sector Service User Satisfaction Survey has provided valuable information demonstrating the high overall level of service user satisfaction at the sector wide level, with significant variations on a service-by-service basis. This information provides opportunities for the participating organisations to review their strengths and build upon them, and to explore opportunities for service quality enhancement in areas where client satisfaction levels are relatively low.
The across-the-board increases in levels of satisfaction from 2009 to 2012 observed are encouraging, suggesting that the quality enhancement initiatives that have been implemented by the participating organisations in recent years have been effective.

The 2012 ACT ATOD Service Users Satisfaction Survey report is now available and can be downloaded here.

For a summary of the report, see the poster.

A Service Users’ Satisfaction Survey was conducted across ACT ATOD services, both government and non-government, on 19 November 2009. The Survey filled two functions. The first was to obtain a snapshot of the levels and patterns of satisfaction of the service users. The second was to provide baseline information for monitoring and assessing the outcomes of quality assurance programs implemented by the services that participated in the Survey. The survey report was prepared by David McDonald, Consultant in Social Research & Evaluation for the Alcohol and Other Drug Policy Unit, ACT Health.

It was agreed that by repeating the Survey at intervals, it will be possible to observe trends in service user satisfaction. As such, the Health Directorate has now funded ATODA to implement the Survey with support from the Executive Directors / CEOs of the ACT ATOD services. David McDonald has again been contracted to support the survey development and report; with CAHMA offering additional support to this process.

To read the 2009 report click here

The following Health Directorate funded or delivered ATOD treatment programs are contracted to participate in the survey:

• Alcohol and Drug Services, Health Directorate
• Canberra Alliance for Harm Minimisation and Advocacy (CAHMA)
• CatholicCare Canberra and Goulburn
• DIRECTIONS ACT
• Gugan Gulwan Youth Aboriginal Corporation
• Karralika Programs Inc
• Salvation Army
• Ted Noffs Foundation ACT
• Toora Women Inc
• Winnunga Nimmityjah Aboriginal Health Service

To download the checklist for participating services, workplan and terms of reference please click here