Center for Home Care Policy and Research
Maryam Navaie-Waliser, Dr.P.H.[05/10/99 - 04/29/05], Principal Investigator
Jodi Potere, M.S., Research Assistant
Aubrey Spriggs, M.A.[03/20/00 - 07/27/05], Research Analyst

Division of Children’s and Family Services
Priscilla Lincoln, R.N., Ph.D., Co-Investigator

Background: VNSNY’s Division of Children’s and Family Services provides a range of coordinated health care and social services for at-risk pregnant women, new mothers, and infants, and families with children who have chronic illnesses and disabilities. Services include home visits for clinical and social service needs, pediatric respite care, child care, parenting education, linking parents with supportive peers and community services, and individual and group counseling for children.

Purpose: To assess quality of care and improve service delivery, this study evaluated family satisfaction with services provided by VNSNY’s Division of Children’s and Family Services.

Study Design: Researchers developed, pilot-tested, and refined a survey instrument for this study. A cross-section of 426 primary caregivers (i.e., parents and legal guardians) of children served by the Division between September and November 2002 were then interviewed by telephone using the instrument.

For smaller programs provided by the Division, all of the children’s families were contacted. For the larger programs, researchers interviewed a random sample of children’s families. In addition, 83 children who received individual and group counseling were interviewed in person.

Findings: Most primary caregivers of children served by the Division were between 18 and 45 years of age, racial or ethnic minorities, unemployed, had less than or equal to a high school education, and were sole caregivers receiving no family support with child rearing. Nearly one-third of the families had three or more children in their households.

Overall satisfaction levels were very high:

1. Nearly 94 percent of families were satisfied or highly satisfied with the care that their children received.
2. About 95 percent said they would recommend VNSNY as a child health and social service provider to others.
3. Over 95 percent of families were satisfied or highly satisfied with Division staff.
4. Over 93 percent were satisfied with educational and instructional services they received from Division programs.

Some of the most common suggestions for improvement included reducing the length of time between enrollment and service provision, providing follow-up phone calls, providing more extensive family support services, and hiring more bilingual English/Spanish-speaking staff.

Conclusions: Family satisfaction with services provided by the Division of Children’s and Family Services was very high.

Publications: Navaie-Waliser, M., Potere, J.C., and Spriggs, A.L. March 2003. Family Satisfaction Survey: Division of Children’s and Family Services. New York: Visiting Nurse Service of New York, Center for Home Care Policy and Research.

Sponsor: Visiting Nurse Service of New York