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Quality Assurance
Happiness House is committed to providing the highest quality of services. To ensure we meet your expectations, we seek feedback from the individuals we serve and their families in a variety of ways including: surveys (written and phone), advisory committees and interest groups. We thank you for your feedback on ways to improve and expand our services.
In 2010 Happiness House sent out 1050 program surveys. 376 of those surveys were returned. Although each program asked slightly different questions the surveys are based on our core values. The surveys are scored on a scale of 0 to 3 with three being the highest score.
Overall score of 2.86 for questions related to treating participants, their families and all those whose lives we touch with respect and dignity.
Overall score of 2.83 for questions related to providing services which are individualized, empowering and family centered.
Overall score of 2.7 for questions related to integration of community resources and life long learning into the services we provide.
Overall score of 2.81 for questions related to state of the art services.
Comments number in the hundreds and can not all be shared here but a small sample of comments participants and family members made:
- Fantastic service coordinators.
- Staff is kind and the day program has a lot to keep me busy.
- Staff always returns my phone calls promptly and is good to work with when an issue arises.
- You can talk to the staff and they really listen.
- Staff is always willing to listen and to assist in any way that they can.
- The teachers and therapist make great connections with kids.
- Not only did they provide effective therapy, they kept use informed about transitions throughout the system.
Each year when surveys are scored each program develops a plan of improvement based on the results.
Handling a Concern
Program Concerns: Program supervisors are in place to handle any concerns with program delivery that you have. If you are not sure of the program supervisor for the programs you utilize they are listed in the programs and services section of the website.
Corporate Compliance Concerns: Happiness House has a corporate compliance program to ensure that our programs provide quality services while adhering to the regulations. If you have a concern in this area you may contact our Compliance Officer: Terrie Meyn at (585) 394-9510 or at tmeyn@happinesshouse.org. Happiness House offers a compliance hot line at 315 – 781-1932 extension 7171 for individuals who wish to share a concern anonymously.
For more information please contact Darrell Whitbeck at (585) 394-9510 or dwhitbeck@happinesshouse.org.