2016 Client Satisfaction Survey April 25, 2016 through May 14, 2016 Client participation at Dublin, Upper Arlington, and NE locations and though the CPST Program and Older Adult Program 212 participants

Client Responses Appointment times were convenient 2016 - 97% 2015 – 98% Wait time between 1st call and initial appointment was reasonable 2016 – 91% 2015 – 95%

I was treated with dignity and respect by: 2016 2015 Office Staff – 99% Therapists – 99% Medical Professional – 94% Case Managers – 95% Billing Staff – 94% Office Staff – 98% Therapists – 100% Medical Professional – 98% Case Management – 99% Billing Staff – 97%

Satisfaction with Services 2016 2015 97% reported overall satisfaction with services 92% reported fees are both fair and reasonable 96 % reported that they would return 98% reported overall satisfaction with services 96% reported fees are both fair and reasonable 98% reported that they would return

Referring clients for other help or services Did a staff member refer you for other help or services? Yes – 49 (25%) No – 146 No response –17 93% found the referral helpful!!

Staff Sensitive to Cultural, Ethnic, and Minority issues Slide 1 of 2 Of the 37 clients who self-identified as a part of a minority group: 33 (89 %) felt staff was sensitive to cultural, ethnic, and minority issues 2 clients marked “neutral” 2 clients marked “strongly disagree”. Is this an area for improvement? In 2015, of the 29 clients who self-identified as part of a minority group: 28 (97%) felt staff was sensitive to cultural, ethnic, and minority issues 1 client marked “strongly disagree”.

Staff sensitive to Cultural, Ethnic, and Minority issues Slide 2 of 2 Breakdown of Neutral/Strongly Disagree for 2016 - One Dublin client, attending 3 or fewer times (Strongly Disagree) One UA client, attending 3 or fewer times (Neutral) Two CPST clients, attending 4 or more times (1 Strongly Disagree, 1 Neutral) Detail: 1 CPST client questioned the make-up of the agency Board and asked for “more men, of different cultures, women, Gays, etc., Hispanics, Native Americans, etc.”

Client Comments - Mental Health Services Even with my social anxiety I feel welcomed. My therapist has totally changed my life. You are so valuable. I continue to have a great experience here. I have always been satisfied with the therapy I have received. Always very polite & helpful

Client Comments - SUD I’ve always been treated like family. They are all exemplary at their jobs. Have never found so much help through counseling. They have been amazing with their care of me. Thanks for helping me understand myself better for survival in the community.

Client Comments – Case Management Amazing staff and an overall culture of the people asking for help being the most important focus of all work. I am relieved to find an organization that has incorporated programs & health services to cater the needs of this community from one place. Expand! This agency does good work for so many people that the best advice I can give is Keep it up!

Client Comments – Older Adult Program I have been very happy and grateful for all that you have done for me. I love spending time with my therapist. Staff from Syntero overall are a blessing to me.

Client Comments - NE My therapist has been a life saver for me, by empowering me with the tools to get through major adversity. Despite my reluctance in the past with therapy of any kind, my therapist has been truly kind and understanding and accepting, so it has made it easier to open up and deal with hard issues.