Thank you to all our families for participating in the My Therapy House® 2020 Annual Client Satisfaction Survey. This has been an incredibly challenging year for all of us, and we are so proud of the way everyone has responded to the demands of life during a global pandemic.
Here’s what you had to say!
83.33% of families loved our service
16.67% of families liked our service
This is a small improvement over our last survey results, and indicates to us that we are continuing to provide services that meet the needs of our community.
Generally, results were similar to those gathered during our 2019 survey, although we did see lower satisfaction in those areas of our service delivery directly affected by COVID-19 restrictions:
- Duration of sessions;
- Waiting Room;
- Access to the outside play area.
We have taken this on-board, and are working on creative ideas to improve the way these areas are addressed while continuing to observe government directives and restrictions around social distancing, room capacity limits, and increased cleaning and infection control requirements.
Generally, families felt:
- listened to;
- better able to communicate with their child;
- that they have information about their child’s diagnosis and how to best support their development;
- that they are supported in advocating for themselves and their child;
- that they can better interact with their child.
Where we can improve:
- better ways in which we can support families to connect with the wider community;
- helping parents to better understand their own perception of their child;
- more ways to help parents play with their child outside of therapy.
Earlier in the year we ran a small survey of those families who had opted to use Telehealth to maintain continuity of contact during our initial period of working from home during April and May 2020. From this survey we learned that almost 90% of participating clients enjoyed the Telehealth sessions. For some, it was the only contact they had outside their family for those weeks of lockdown.
Parents discovered how adaptable their children were, and learned that they had their own hidden talents when it came to participating in the sessions! Some families who thought their children would not participate in telehealth were surprised how their children adapted to this medium of therapy.
Many parents also found an increased confidence in dealing with technology across a wider array of devices.
The main difficulties faced were inconsistent internet connections and technical teething problems that were generally overcome early on.
The main aspect of our Telehealth service provision that families felt could be improved was about preparing participants for any props that might be needed during a session, and we have worked hard to better communicate this in advance where required.
Respondents indicated that in future they would be interested in using Telehealth for a variety of reasons, including when a family member is sick but the participant is well enough for a session, as part of meeting client goals, and when families are unable to attend My Therapy House® for external reasons.
We are very happy with the response to the introduction of Telehealth to our range of services, and will continue to refine and improve our service delivery.
Over the last 12 months we have worked hard to convert My Therapy House® to a paperless practice to facilitate service delivery via Telehealth and meet our environment-friendly policy, and we have had a generally favourable response to this although we understand that the increased email traffic can be frustrating at times!
We appreciate that families may have unreliable internet services and different accessibility requirements, and we make adjustments where families indicate that they require documentation in other formats.
Thanks again for helping us make My Therapy House® a safer child and family-friendly practice for all!