Quality Improvement Process: Improving Client Engagement

The goal of this project was to improve client satisfaction/engagement. Hills & Dales is responsible for providing quality long term care services for Individuals with Intellectual Disabilities. The American Association of Intellectual and Developmental Disabilities defines Intellectual Disability as a “condition characterized by significant limitations in both intellectual functioning and adaptive behavior that originates before the age of 22”. The purpose of the Constituency Survey was to encapsulate client satisfaction; however, a major barrier was determining the satisfaction of the organization’s nonverbal clients. In general, Hills & Dales wants to identify other satisfaction techniques/tools to offer valuable insights and recommendations to enhance client satisfaction.