2017 Client Satisfaction Survey Outpatient, Case Management, and Older Adult Programs April 24, 2017 through May 13, 2017 Dublin, Mill Run, and NE locations June 12, 2017 though June 30, 2017 Lewis Center location

Survey Participation 2017 survey participants: 241 1743 13.8% Total clients seen during total survey period: 1743 Percent of total clients who participated: 13.8% 2016 survey participants: 212 Total clients seen during survey period: 1474 Percent of total clients who participated: 14.3%

Client Responses (all response percentages are based on “agree + strongly agree” selections” Appointment times were convenient 2017 - 93% 2016 – 97% Wait time between 1st call and initial appointment was reasonable 2017 – 91% 2016 – 91%

I was treated with dignity and respect by: 2017 2016 Office Staff – 98% Therapists – 98% Medical Professional – 92% Case Managers – 100% Billing Staff – 92% Office Staff – 99% Therapists – 99% Medical Professional – 94% Case Managers – 95% Billing Staff – 94%

Satisfaction with Services 2017 2016 97% reported overall satisfaction with services 86% reported fees are both fair and reasonable 90 % reported that they would return 97% reported overall satisfaction with services 92% reported fees are both fair and reasonable 96 % reported that they would return

New Questions for 2017 The therapist was sensitive to my issues: 97% If I had more than one provider at Syntero, care was coordinated: 90% My call to Syntero’s billing office was handled in a timely manner: 88% I feel a sense of safety when I am here at Syntero: 93% Is the office location easy to locate: 87%

Referring clients for other help or services Did a staff member refer you for other help or services? Yes – 57 (29%) No – 141 No response –43 80% found the referral helpful!

Staff Sensitive to Cultural, Ethnic, and Minority issues Last year we asked, is this an area for improvement? It seems that we are headed in a positive direction. In 2017, of the 41 clients who self-identified as a part of a minority group: 92% felt staff was sensitive to cultural, ethnic, and minority issues. In 2016, 89% felt staff was sensitive to cultural, ethnic, and minority issues.

Client Comments - Mental Health Services My life has changed for a so many positive reasons due to the work with my therapist. Thank you for believing in me. It’s a process I suppose!! My therapist is wonderful.

Client Comments - SUD Syntero is doing a remarkable job of serving the needs of low-income central Ohioans. I’ve always been grateful for the care I’ve received here. I’ve seen two therapists and both have been exceptionally competent and compassionate, intelligent and empathetic therapists.

Client Comments – Case Management Treat us very well. The best in their field. Dependable and trustworthy Most eloquent and responsive. I can’t thank you enough for the care I have received.

Client Comments – Older Adult Program I am so pleased to be a part of this agency. I am Blessed!!!by your agency. Very caring and helpful I am very pleased with my case manager for her understanding of my problems/situation.

Client Comments – Office Staff The staff in the office are amazing and so kind! The office staff remembers me by name, which helps to feel comfortable because they take the time and effort to remember you. Everyone has always been incredible with customer respect and service.