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10.19.21

Top Marks in Satisfaction From the People We Serve

In the spring of 2021 we surveyed people we serve in a number of Riverside programs to ask about their experiences with Riverside.  And, over the past year more than most – given the extreme challenges we all faced –  we are gratified to find that our extra efforts are proving successful and that the values we strive to uphold each day are appreciated!

We are extremely pleased to report that the vast majority of those surveyed had very positive feelings about their interactions with our staff and with the care they received.  Out of almost 800 survey respondents, over 95% agreed (33%) or strongly agreed (62%) that they were satisfied with the services received, and, crucially, felt that staff are respectful and responsive to their needs.

Key take-aways in looking back over this pandemic year emerged in response to questions about Riverside Outpatient Centers, where a large majority felt that the significantly expanded availability of telehealth (therapy via video-conferencing or phone) increased their access to care (88%) and met their needs as well as in-person care (83%).

Riverside’s Child & Family Services division surveyed 11 different programs, distributing surveys in four languages – English, Spanish, Portuguese, and Haitian Creole – to be sure the results reflected the diversity of the populations we serve.  Participants in the Life Skills and Riverside School programs felt overwhelming that staff helped students and families to manage current challenges in a way that led to improved functioning for the family and child.

To say it best, here are quotes from people we served and surveyed – a sampling of some of the many that particularly gratify and energize us, and that we keep in mind as we move forward:

“My counselor has been such a supportive, stabilizing presence in my life. She sees me the way I want to be seen, and has done an excellent job helping me improve and create the life I’ve always wanted.” ​ – Connect2Recovery participant

“I don’t fit in most places, so being comfortable at and viewed positively in the Clubhouse means a lot. This is a safe place to struggle without repercussions.” – Clubhouse member

“There is a wide variety of people who are good to me here.” – Adult Community Clinical Services (ACCS) client

“Our clinician and the other personnel are very knowledgeable and caring. I have sometimes been in awe of the insights I have gained.”​ – Caring Together Continuum parent

“My therapists treat me like an intelligent woman who is sick, not defective, always with respect!”​ – Program for Assertive Community Treatment (PACT) client

“Even when I am depressed and don’t want to leave my house Zoom meetings bridge the gap for me.” Clubhouse member

“The staff is so knowledgeable and so warm. They are truly making a change for the best in my family.”​  – Home-Based Family Services parent

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