At Tokyo Mental Health we take feedback about our services seriously. We want to know what we are doing well and what areas we can improve on. Our clients’ voices are integral to the process of making changes to the services that we provide.
We see a range of different clients but a large portion of our clients connect with us thanks to our agreement with TRICARE. So, we decided to create a system to get feedback from these clients to understand more about their care.
If you’d like to know more about other ways we are collecting feedback please continue to check our blog for more information regarding our other feedback surveys.
About the TRICARE Prime Client Survey
We send out links to our survey after TRICARE Prime clients are discharged from our services. We chose this timing because it would mean that our clients have gone through the full process of receiving our services from referral, to waiting list, to allocation, to treatment and then termination of treatment. However, sometimes clients will continue with us through re-authorisation or they may be referred for a different service (e.g. from individual counselling to family counselling).
The survey consists of 18 questions regarding various elements of our services and includes a combination of qualitative and quantitative data. We ran a pilot of the survey from July 2021 until November 2021. After completing the pilot, we decided to change some of the wording in our survey to make it more accessible for clients to complete and also to better understand who is receiving our services (e.g. a parent may complete the survey on behalf of their child). Our current survey has been running from November 2021 until present.
How the Client Survey is Going
We currently have a total of 44 responses from both versions of the survey, as of the time this blog was written. We have sent out the survey to a total of 178 clients. This means our response rate is approximately 24%. This is pretty good for a user-feedback survey but falls short of the more-than-50% standard for academic research surveys.
We would like to share with you some of the results from the feedback as it stands currently. We are delighted that a majority of our clients are satisfied with our services and would be likely to recommend us. We also pride ourselves on being great communicators and being a service that clients can trust.
However, we can see from the charts below that 5-10% of our clients are not satisfied with our services, would be unlikely to recommend us to their friends and family, think that our communication could be improved and felt they did not have confidence in their provider. We are taking their feedback into consideration and hoping to improve on these areas. If you would like to give us feedback on our services please do not hesitate to contact us or please consider responding to one of our feedback surveys in the future.
Confidence & Trust in Provider
We appreciate all of our clients who have already gone to the trouble of providing us with valuable feedback, and we hope that we will continue to receive more in the future. If you have any questions about our feedback surveys please feel free to contact us.