November 18, 2020 – The Columbus Organization today announced the results of their 2020 Customer Satisfaction survey. The annual survey critically assesses service recipient/guardian satisfaction across eight dimensions: (1) Understanding client needs, (2) Listening/support in developing person-centered goals, (3) Appointment adherence, (4) Responsiveness, (5) Ease of contact, (6) Advocacy, (7) Respectfulness, and (8) Expertise in waiver services and community resources.
With 1784 completed surveys, the data was aggregated and also segmented by the state in which the service was delivered. Families and individuals receiving direct care comprised 89% of the responses, of which the number of individuals responding quadrupled compared to 2019. This demonstrates significant progress in Columbus clients achieving a higher level of independence and self-awareness over the past year. Eighty-four percent of respondents agreed/strongly agreed with the statement “I am satisfied with my care coordinator,” a 7% increase over last year. Additionally, for each of the eight dimensions, there was an average increase in satisfaction of 5.6% since 2019.
Melissa Richards, Sr. VP of Clinical Operations noted, “We are thrilled by these results, not only because they validate the positive impact our care coordination team has offered to clients, but also because ongoing refinement of our services has translated to significant increases in already excellent scores for each of the eight dimensions. Additionally, we have seen high scores across all states that we serve proving that our approach to care coordination is scalable and consistent.”