CHS Annual Report 2019-2020

Annual Client Satisfaction Survey
To continue to deliver the highest quality care to our clients, Canadian Hearing Services often seeks input
from its diverse community. Between November 12, 2019 to January 10, 2020, CHS conducted a Client
Satisfaction Survey for Audiology, Speech Language Pathology, Hearing Care Counselling, General Support
Services and Employment Services.
How Were Services Helpful?
Quality/Excellent/Good
# of Mentions
204
Sample Verbatim Comment
Impossible to improve on 5 star service!
The survey was made available in English, American Sign Language, French, Langue des signes québécoise,
simplified Chinese, Russian and Portuguese. Content was delivered via video format and administered
across six regional offices.
The survey received 1,062 responses. Survey results reveal Canadian Hearing Services is meeting and/
or exceeding client expectations in many ways. Of the 16 rating measures, 13 of them scored at 80% or
higher, and 7 of those at 90% or higher, demonstrating a high rate of client satisfaction.
Great staff
(Caring, Knowledgeable,
and/or Professional)*
169
Staff went above and beyond to make sure my mom
was well served and understood everything that we
talked about. My mother is struggling with Alzheimer’s
and the care and attention she received was
phenomenal. Thank you and keep up the great work!
These ratings are reflected in the comments received, with the majority of mentions related to having
great service and staff.
Three of the most highly rated questions are as follows:
Coping better/
improved quality of life/
increased confidence/
independence
60
I no longer feel helpless and alone. I now feel I can live
my life with my hearing problem without being afraid
and hopeless. I now know where to go for help if and
when needed. I now know what services and tools are
out there to help me. I got my life back.
Question #
15
5
6
Question
How satisfied are you with the knowledge and skill of the staff that served you?
How satisfied are you that you have been treated with dignity and respect?
How likely is it that you would recommend this service to a friend or family
member, should they need this service?
Score
93.7%
93.7%
92.1%
Our biggest increase over the 2018-19 survey was to the question, “How likely is it that you would recommend
this service to a friend or family member, should they need this service?” which had an overall satisfaction
of 92.1%, up 3.8% from last year’s rating of 88.3%.
The input received through the survey will inform our action plan for 2020-2021 and help us continue to
improve our suite of services.
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HERE
ASL
raising the bar
12 13