Date of Conferral

2023

Degree

Doctor of Public Administration (D.P.A)

School

Public Policy and Administration

Advisor

Greg Murphy

Abstract

The need to analyze surveys to understand clients and improve services has been a focus of scholars. It is missing in literature the best methods to analyze surveys. Researchers have yet been able to establish the need of surveys in public organizations. The problem was that the Sunshine House (SH) needed to analyze surveys to understand clients and improve services. Surveys were analyzed to apply alignment, effectiveness, and action orientation. The purpose of this study was to analyze perceptions of clients and staff in surveys concerning the effectiveness of services. Research questions were the following: (a) employee satisfaction and employee perception of the effectiveness of the program and (b) client satisfaction and client perception of the effectiveness of the program. BHCC used surveys developed by Abaqis. Using the secondary data analysis method, data were collected from the surveys for 2 months and then analyzed. BHCC staff gave and collected surveys to clients and employees, receiving 91 surveys. This quantitative secondary research provided data analysis through descriptive statistics. The key findings included that (a) a high percentage (75.6%) of clients were satisfied with their activities participation, (b) most clients (84.4%) stated that staff involved them in making decisions about their treatment, (c) a high percentage (80.0%) of clients were happy with the overall organization services, (d) most of the residents (97.8%) used the side rails and most (73.9%) reported the capability to get out of bed independently, and finally, (e) most residents (78.3%) did not have a contracture. Potential implications for positive social change were clients were satisfied and lived independently.

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