Department of Elder Affairs
Client Satisfaction Surveys
For over 12 years, the Florida Department of Elder Affairs (DOEA) has conducted statewide surveys to evaluate the satisfaction of clients with program services, the quality of care from direct service workers, and the impact of programs administered by DOEA on clientsâ€™ lives.
The current Client Satisfaction Survey was developed by the Department specifically to assess the programs for which DOEA has oversight. It was based in part on the Departmentâ€™s work on the Performance Outcomes Measures Project (POMP) funded by the U.S. Administration for Community Living (ACL)/Administration on Aging (AoA). POMP developed, field-tested, and validated a core set of performance measures for state and community programs. DOEA participated in POMP in partnership with other POMP grantee states, expert consultants at Westat, and ACL/AoA.
The Client Satisfaction Survey used by the Departmentâ€™s Bureau of Planning and Evaluation has been implemented annually since 2010 and contains 14 questions which assess the following areas:
Depending on the purpose of the survey, the Department randomly samples clients, typically at the state level, but also at the Planning and Service Area (PSA) or program level. The samples are of sufficient size to assure a 90 percent confidence level for the representativeness of results. Professional interviewers in the DOEA Computer-Assisted Telephone Interview (CATI) Call Center call clients to administer the survey. Calls are made until the target number of surveys (typically between 250 and 300) has been completed. In some cases, surveys are mailed to clients as well.
For annual survey results at the state level, click on the links below:
While survey respondents were generally selected to be representative at the state level, the 2012 survey was designed to be representative at the PSA level as well. Accordingly, the sample size was over 8,000.
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