Summary of results from our client survey (OPOC) 2018
Over a period of 8 months (from January to August 2018), clients were approached either by a staff member, a volunteer or a student, to complete the questionnaire. This is a summary of the results.
What is OPOC?
The Ontario Perception of Care (OPOC) is a tool designed and validated by the Center of Addictions and Mental Health (CAMH).
The tool aims to measure the perception of care of clients attending an agency from eight different perspectives (grouped in 38 statements). Respondents had to chose if they Strongly agreed, Agreed, Disagreed or Strongly Disagreed with each of the statements.
Why did we use OPOC to collect this information?
OPOC is a validated tool used by many agencies across Ontario. Accreditation Canada and the North Simcoe Muskoka Local Health Information Network (NSM LHIN) accept this tool to measure the clients’ perception of care.
We received 371 completed surveys out of 445 clients who were approached. This gives us a completion rate of 83%.
Where we excelled
Where we need to improve
This means that 22% of respondents did not know how to make a formal complaint to our organization.
Our staff and organization are committed to doing a better job of sharing our complaint process. The process is available in our client handbook and at https://cmhastarttalking.ca/about-cmha/complaint-process/