Section 34.26. Client satisfaction.

 

(1)  Each program shall have a process for collecting and recording indications of client satisfaction with the services provided by the program. This process may include any of the following:

(a) Short in-person interviews with persons who have received emergency services.

(b) Evaluation forms to be completed and returned by clients after receiving services.

(c) Follow-up phone conversations.

(2)  Information about client satisfaction shall be collected in a format which allows the collation and comparison of responses and which protects the confidentiality of those providing information.

(3)  The process for obtaining client satisfaction information shall make allowance for persons who choose not to respond or are unable to respond.

(4)  Prior to a recertification survey under s. DHS 34.03 (6) (c) , the program administrator shall prepare and maintain on file a report summarizing the information received through the client satisfaction survey process and indicating:

(a) Any changes in program policies and operations or to the coordinated community services plan under s. DHS 34.22 (1) made in response to client views.

(b) Any suggestions for changes in the requirements under this chapter which would permit programs to improve services for clients.

History: Cr. Register, September, 1996, No. 489 , eff. 10-1-96.