In November and December of last year, Health Care for the Homeless set out to better understand our clients’ experiences with our services. With an independent administrator surveying more than 350 clients of varying backgrounds and medical histories, this was one of our most comprehensive surveys we’ve conducted to date. More importantly, it will position us to better gauge how we’re doing in our clients’ eyes from this point forward.

Now, the numbers are in and we’re happy to share them with you right here. Take a look below to see what we’re doing well, what needs work and how we can leverage these results to continue improving the care and services we deliver to our clients day in and day out.

Plenty of good news to share

Reviewing the results is reassuring. Across the board, most of our clients were very happy with our services. Here are three important takeaways:

1. Our clients trust us. When it comes to honesty, privacy and acceptance, our clients report  that we show them respect and encouragement.

• 88% of clients indicated that they agreed, when asked if they can be honest with their provider.
• 83% of clients indicated that they agreed, when asked if they feel accepted at Health Care for the Homeless.

2. Quality care is our cornerstone. At the end of the day, delivery of high-quality care is what matters the most, and our clients feel like they’re getting the care they need and deserve.

• 82% of clients indicated that they agreed, when asked if their provider gave them good care and treatment.
• 83% of clients indicated that they agreed, when asked if their provider took their health concerns seriously.

3. We work together. According to this survey, our care team model works. Our clients notice and appreciate our ability to work across departments and make quick and easy referrals. We still have much work to do here, but we’re off to a great start!

• 76% of clients indicated that they agreed, when asked if their providers worked together to come up with health care plans that met their needs.
• 77% of clients indicated that they agreed, when asked if their provider referred them to other providers when needed.

With such high marks where it counts the most, we should all feel very good about the work we do. Way to go, team!

Where we can improve

The survey shows us what we’re doing well—and it points up those areas where we can do better. Once we move past bathroom cleanliness (a never-ending challenge, we know!) , two key themes emerge in the where-we-can-do-better department.

1. We can be more accessible. Our clients reported frustration at not being able to contact a provider by phone after hours.

• Only 32% of clients indicated that they agreed, when asked if they can reach their providers when the clinic is closed. 
• Only 58% of clients indicated that they agreed, when asked if their provider’s office returns their phone calls quickly.

2. We can do better at health management. While we know it’s vital for clients to understand and assume responsibility for their health, there is more we can do to provide them with the knowledge and tools they need to do that.  

• Only 74% of clients indicated that they agreed, when asked if Health Care for the Homeless helps them gain the skills they need to manage their health care.
• Only 73% of clients indicated that they agreed, when asked if health care decisions and treatment goals fit within the other challenges in their life.

What’s next

With this data and feedback in hand, we will continue to reflect on and strive to improve our practices. And we’ll explore ways to engage our clients around the results in meaningful ways—for them, and for our work.

Finally, this survey and its results will help us set a new baseline for gauging how we’re doing in our clients’ eyes. We will conduct a second survey this spring, and then again, twice a year. And these first two sets of results will provide the benchmark against which we can continue to assess our performance over time.