Outcomes and Effectiveness Data

Consumer Satisfaction Survey

Colonial Behavioral Health prides itself on offering quality services to meet our consumers' personal goals. We regularly check in with the individuals we serve to gauge our effectiveness.

This satisfaction survey was conducted in April 2016. Individuals were asked to rank their satisfaction with our services, and the results have been combined below. A mean score of 3.5 or higher (within a 1-5 range) is considered to be satisfactory.

A sampling of additional input received follows each set of results.

Colonial Behavioral Health Adult Outpatient Services -- Williamsburg Office

Program# of Surveys ReceivedMean Score
Outpatient Counseling 35 4.3525
Intensive Outpatient Program (IOP) 4 4.375
Case Management (Geriatric, Substance Abuse) 12 4.6225
No Designation 15 4.515
TOTAL* 59 4.43

*The Total response counts for each program area reflect the total number of surveys received. Some individuals chose to complete one survey for multiple programs.

Counseling additional input:

  • "Really opened my mind and realizing sobriety is a better healthier life.”
  • “Lady at front desk always smiling and welcoming”
  • “No improvement needed you are doing a great job here I have been treated very well thank you”
  • “I am nothing but pleased w/my experiences at CBH. I have been able to continuously [get better] in my recovery and my life”

Case Management additional input:

  • "They are good people to deal with”
  • “I have excellent case management service. My CM looks out for me and always returns my calls promptly.”

Colonial Behavioral Health Medical Services

Program# of Surveys ReceivedMean Score
Williamsburg Office 50 4.34
York-Poquoson Office 19 4.7325
Capitol Landing Office (Child & Adolescent) 32 4.445
TOTAL 101 4.4475

*The Total response counts for each program area reflect the total number of surveys received. Some individuals chose to complete one survey for multiple programs.

Colonial Behavioral Health Child and Adolescent Services at Capitol Landing

Program# of Surveys ReceivedMean Score
Outpatient 14 4.555
Case Management 3 4.3325
No Designation 4 4.25
TOTAL* 21 4.4525

*The Total response counts for each program area reflect the total number of surveys received. Some individuals chose to complete one survey for multiple programs.

Child and Adolescent Services additional input:

  • "Very satisfied. Helped my son so much. My son is no longer in a fog- he is back.”
  • “ALWAYS! So nice & friendly.”
  • “Thank you for everything you do!”

Colonial Behavioral Health York/Poquoson Services

Program# of Surveys ReceivedMean Score
Individual or Family Counseling 10 4.575
Substance Abuse (SA) Group Counseling 13 4.31
Mental Health (MH) Group Counseling 7 4.64
Intensive Outpatient Program (IOP) 13 4.6725
Child and Adolescent Counseling 3 4.6675
No Designation (Child & Adolescent) 3 4.4275
No Designation (Adult) 3 5
TOTAL* 52 4.5525

*The Total response counts for each program area reflect the total number of surveys received. Some individuals chose to complete one survey for multiple programs.

Individual/Family Counseling additional input:

  • "Hillary Z. is a very good counselor. I appreciate her feedback. I feel she is very involved in helping me.”
  • “I really enjoy coming here.”
  • “Everyone is very kind. I feel I am respected and have a faith they are respectful of that.”

Mental Health (MH) Group Counseling additional input:

  • “Even after I graduated I still choose to keep coming. I have never come this far in my recovery thanks to Ron.”

Substance Abuse (SA) Group Counseling additional input:

  • “I enjoy the group. Getting to learn about new people is always nice.”
  • “They are always here to help and answer any questions.”

Intensive Outpatient Program (IOP) additional input:

  • "Hillary is the best. Very respectful. Very [stern]. Great counselor.”
  • “I think it is an exceptional program and it is helping me out.”

Child and Adolescent Outpatient Counseling additional input:

  • “The professional staff is excellent and the clerical staff is as well.”
  • “I don’t know if we would have made it through all of this without the wonderful staff at CBH.”
  • “Everyone is wonderful and doing excellent work. Dealing with mental illness is stressful the staff at CBH is so caring kind and helpful it makes it easier to deal with having such support.
Total# of Surveys ReceivedMean Score
GRAND TOTAL
233  4.465

Intensive Outpatient Program

Outcomes Summary for July 1-December 31, 2016

Outcome Objective Williamsburg
(Evening)
York-Poquoson
(Morning)
Both Programs Percentage of Goal Achieved
Accessibility 85% of individuals seeking entrance to the IOP will begin the program within 5 business days of their initial appointment or will be offered a start date within that period.

76%
16 out of 21 individuals, started the Williamsburg IOP within 5 business days

89%
47 out of 53 individuals started the York-Poquoson IOP within 5 business days

85%
63 out of 74 individuals started IOP within 5 business days

100%
Efficiency IOP will serve a minimum of 60 individuals

40
individuals were served in the Williamsburg IOP

68
individuals were served in the York-Poquoson IOP

98
individuals were served in IOP

163%
Clinical staff will spend at least 60% of their available time in direct care with consumers.

57%
of clinical staff’s time was spent in direct care with individuals in Williamsburg

66%
of clinical staff’s time was spent in direct care with individuals in York-Poquoson

62%
of clinical staff’s time was spent in direct care with individuals in IOP

103%
Effectiveness Individuals will remain drug-free during the program and to gain the tools necessary for a sustained recovery. Substance use testing will occur weekly and aggregate data will show at least 75% normal results.

74%
of specimens sent for weekly substance abuse testing in Williamsburg were negative

66%
of specimens sent for weekly substance abuse testing in York-Poquoson were negative

69%
of specimens sent for weekly substance abuse testing in IOP were negative

92%
Individuals will maintain their gains following the program. We will follow-up with individuals 30-60 days following their discharge from IOP to ask if they have maintained their gains in remaining clean and sober, and in other areas of their recovery and show at least a 75% success rate.

100%
of individuals who were contacted following discharge from Williamsburg maintained their goals of abstinence and recovery

100%
of individuals who were contacted following discharge from York-Poquoson maintained their goals of abstinence and recovery

100%
of individuals who were contacted following discharge from IOP maintained their goals of abstinence and recovery

133%
Consumer Satisfaction IOP consumers will report an average score of 3.5 on a 1-5 scale where 5 is the highest on the CBH consumer satisfaction survey administered in November 2016. 4.14 4.55 4.39 125%

Additional Satisfaction Survey Question:
Staff treats me with dignity and respect.

4.29 4.91 4.67 133%
Discharge Follow-up Survey 85% of IOP consumers will report satisfaction with their IOP treatment on the IOP discharge follow-up survey when contacted 30-60 days following their discharge from IOP.

67%
of individuals who were contacted following discharge from Williamsburg IOP reported satisfaction

100%
of individuals who were contacted following discharge from York-Poquoson IOP reported satisfaction

89%
of individuals who were contacted following discharge from IOP reported satisfaction

105%
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