1. Woolwich Community Health Centre Summary of Results: Client Survey 2009-10 Feb. 22/10 Board Meeting

2. Woolwich Community Health Centre Summary of the Client Satisfaction Survey 2009-10 CHC Program Policy Manual and accreditation body both require that CHCs conduct general client satisfaction survey on an annual basis. This is also expected to be a performance indicator developed next year in our MSAA with the LHIN. Surveys were distributed to clients, program participants and other centre users across all three sites between late fall 2009 and early winter 2010. This is the sixth annual Client Satisfaction Survey done at WCHC. Percentages are based on number of responses to each question, unless indicated otherwise.

3. Woolwich Community Health Centre PART A): Your Relationship with the Health Centre 326 surveys were completed; this is 4.6% of our active client caseload at December 31/09 across three sites. Of all survey responses, 70% of respondents access services at St. Jacobs, 24% at Wellesley, and 6% at Linwood. Of all registered primary health care patients at WCHC, 64% are at St. Jacobs, 24% are at Wellesley, and 12% are at Linwood. 95% of survey respondents are registered with a physician/nurse practitioner team (82% of active patients were NP/physician clients at December 31/09). The following percentages of respondents had appointments with these other providers in the previous year: 46% for chiropody; 30% for registered dietitian; 27% for counsellor; 10% for Well Adult nurse; and 28% for physiotherapy staff. 21% of survey respondents had taken part in one or more group programs, such as fitness, HUGS, hospice, stress reduction, etc. in the previous year.

4. Woolwich Community Health Centre Primary Health Care Services Comments Long wait for physicals, NP available sooner than physician, not enough evening hours Results from last year: 85%, 14%, 0.4%, 0% Average from first four years: 81%, 17%, 2%, 1%

5. Woolwich Community Health Centre Primary Health Care Services Results from last year: 66%, 31%, 3%, 0% Average from first four years: 57%, 39%, 3%, 1%

6. Woolwich Community Health Centre Primary Health Care Services Results from last year: 75%, 25%

7. Woolwich Community Health Centre Primary Health Care Services Results from last year: 23%, 77% Average from first four years: 26%, 74%

8. Woolwich Community Health Centre Primary Health Care Services Results from last year: 70%, 18%, 4%, 7% Average from first four years: 72%, 23%, 4%, 2%

9. Woolwich Community Health Centre Primary Health Care Services Results from last year: 88%, 12%

10. Woolwich Community Health Centre Primary Health Care Services Results from last year: 4.6, 4.7, 4.7, 4.6, 4.5 Average from first four years: 4.5, 4.7, 4.6, 4.4, 4.4 Provider’s caring and concern for you Provider’s understanding of health concerns you have

11. Woolwich Community Health Centre Primary Health Care Services Results from last year: 99%, 1% Average from first four years: 99%, 1%

12. Woolwich Community Health Centre Primary Health Care Services Comments Cost (x9), transportation (x1) Results from last year: 6%, 94% Average from first four years: 4%, 96%

13. Woolwich Community Health Centre Community Programs Results from last year: 27%, 73%

14. Woolwich Community Health Centre Community Programs Suggestions for additional programs fitness programs in WT (4), more/diff types of fitness (4), more evening classes (2), programs for diff populations (youth, men, parents) (3), support group (AA), diff health education programs (2) Results from last year: 4.6, 4.6, 4.7 Average from first four years: 4.3, 4.2, 4.5

15. Woolwich Community Health Centre General Operations Results from last year: 85%, 15% Average from first four years: 86%, 14%

16. Woolwich Community Health Centre General Operations Comments Speaking on phone, can hear in waiting room; multiple providers see file; overheard providers discussing my visit Results from last year: 98%, 2% Average from first four years: 99%, 1%

17. Woolwich Community Health Centre General Operations Results from last year (out of total survey respondents): 2%, 5%, 2%, 0%, 1% Only 14 people answered this question, so % are of denominator of 14 – out of total survey respondents, results are: Language <1% Hours 2% Transportation 2% Physical Access 1% Cost 1%

18. Woolwich Community Health Centre General Operations Results from last year: 96%, 4% Average from first four years: 98%, 2%

19. Woolwich Community Health Centre General Operations Results from last year: 24%, 38%, 45%, 17%, Average from first four years: 20%, 27%, 35%,13%

20. Woolwich Community Health Centre General Operations Results from last year: 36%, 59%, 22%, 17%, 5%, 12% Average from first four years: 25%, 47%, 16%, 15%, 2%

21. Woolwich Community Health Centre General Operations Results from last year: 19%, 7%, 7%,16%, 64%, 8%, 24% Average from first four years: 15%, 2%, 9%, 5%, 41%, 4%, 14%

22. Woolwich Community Health Centre General Operations Results from last year: 86%, 13%, <1%, 0% Average from first four years: 82%, 16%, 2%, <1%

23. Woolwich Community Health Centre General Operations 251 responses to ‘what one thing you like the most’ #1- STAFF!!!! #2 location//facilities #3 – access/no long wait times #4 Quality of care/services, comprehensiveness #5 – health promotion/proactive, community-focused 78 response to ‘one improvement’ #1 – access/availability of app’ts #2 more PHC providers #3 more/different services and programs Results from last year: 90%, 10%, <1%, 0% Average from first four years: 90%, 8%, <1%, <1%

24. Woolwich Community Health Centre General Operations Comments Bulletin board postings, newsletter, announce ment in programs, from staff Results from last year: 63%, 37% Average from first four years: 77%, 23%

25. Woolwich Community Health Centre General Operations Results from last year: 81%, 21%, 4% Average from first four years: 65%, 19%, 5%