DAYMARK RECOVERY SERVICES, INC.

CALENDAR YEAR 2013 CONSUMER SATISFACTION SURVEY

Daymark Recovery Services, Inc. (DAYMARK) strives to provide quality care that is consistent with best practices, conforms to federal, state, and local standards, and meets the needs of people served. DAYMARK values the feedback of consumers and administers an annual survey at DAYMARK service sites that is scored and analyzed by a private consultant. This year the survey was completed in May 2013. A sample of enrolled consumers was obtained from 31 locations; a total of 1,289 consumers voluntarily participated in the survey. The results presented in the following tables denote only percentages of responses that agreed with the question (agreement includes the combination of both the strongly agree and agree response options); results were tabulated only for those respondents who found the question applicable. Note that some rows or columns may not add up precisely to 100% or may portray uncharacteristic variances due to computer rounding. COMPARATIVE ANALYSIS FOR ALLIANCE BEHAVIORAL HEALTHCARE PROGRAM SITES SURVEY QUESTIONS WAKE CENTER RESIDENTIAL SA Services were available at a time of day that was good for me. 100% I was able to fully participate in decisions about my treatment plan. I made progress toward accomplishing the goals on my treatment plan. Daymark employees treated me with courtesy and respect. Daymark employees were sensitive to my cultural/ethnic background. I could reach Daymark 24 hours/day for crisis and telephone screening. I know who to contact if I have a question, concern, or complaint about services or my rights. I was able to see the doctor within 4-6 weeks of when I wanted. My questions were answered regarding my medications and possible side effects. I feel better able to control my life as a direct result of treatment. The quality of my life has improved as a result of services at Daymark. I would recommend Daymark to others. AVERAGE 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

COMPARATIVE ANALYSIS FOR CARDINAL INNOVATIONS HEALTHCARE PROGRAM SITES

SURVEY QUESTIONS Services were available at a time of day that was good for me. I was able to fully participate in decisions about my treatment plan. I made progress toward accomplishing the goals on my treatment plan. Daymark employees treated me with courtesy and respect. Daymark employees were sensitive to my cultural/ethnic background. I could reach Daymark 24 hours/day for crisis and telephone screening. I know who to contact if I have a question, concern, or complaint about services or my rights. I was able to see the doctor within 4-6 weeks of when I wanted. My questions were answered regarding my medications and possible side effects. I feel better able to control my life as a direct result of treatment. The quality of my life has improved as a result of services at Daymark. I would recommend Daymark to others. CAB CRC KAN 100 % 100 % 100 % 100 % 100 % 95% CRC UNI 100% 100% 100% 100% DAV DAV DAY 88% 100 % 100 % 100 % ROW STN 100 % 100 % 97% 100 % 100 % 94% UNI 100 % 97% 100 % 97% 100 % 97% VAN

97% 93% 97% 100 % 100 % 96%

98% 100 % 100 % 100 % 100 % 95%

95% 82% 95% 92%

98% 100 % 100 % 100 % 100 % 100 % 100 % 100 % 100 % 95% 100 % 100 %

100% 100%

88% 100 % 100 % 100 % 100 % 100 % 88% 75%

90% 95%

95% 96%

95% 95% 100 % 100 % 100 % 100 %

100% 100%

95% 90%

95% 85%

91% 97% 100 % 97% 97% 100 %

95% 97% 100 % 97% 97% 100 %

96% 92% 95% 99%

100% 100% 100% 100%

95% 97% 100 % 100 %

91% 84% 81% 92%

AVERAGES

96%

99%

100%

97%

95%

90%

98%

98%

99%

COMPARATIVE ANALYSIS FOR CENTERPOINT HUMAN SERVICES PROGRAM SITES SURVEY QUESTIONS FORSYTH ROCKINGHAM Services were available at a time of day that was 96% 95% good for me. I was able to fully participate in decisions about my 95% 93% treatment plan. I made progress toward accomplishing the goals on 94% 92% my treatment plan. Daymark employees treated me with courtesy and 96% 96% respect. Daymark employees were sensitive to my 98% 97% cultural/ethnic background. I could reach Daymark 24 hours/day for crisis and 95% 95% telephone screening. I know who to contact if I have a question, concern, 88% 95% or complaint about services or my rights. I was able to see the doctor within 4-6 weeks of when 95% 89% I wanted. My questions were answered regarding my 97% 92% medications and possible side effects. I feel better able to control my life as a direct result 92% 91% of treatment. The quality of my life has improved as a result of 94% 91% services at Daymark. I would recommend Daymark to others. 95% 95% AVERAGES 94% 93%

COMPARATIVE ANALYSIS FOR PARTNERS BEHAVIORAL HEALTHCARE PROGRAM SITES SURVEY QUESTIONS CRC IREDELL SURRY IREDELL CENTER CENTER Services were available at a time of day that 100% 91% 100% was good for me. I was able to fully participate in decisions 100% 86% 100% about my treatment plan. I made progress toward accomplishing the 100% 90% 93% goals on my treatment plan. Daymark employees treated me with 100% 91% 97% courtesy and respect. Daymark employees were sensitive to my 100% 100% 100% cultural/ethnic background. I could reach Daymark 24 hours/day for 100% 100% 93% crisis and telephone screening. I know who to contact if I have a question, concern, or complaint about services or my 100% 95% 93% rights. I was able to see the doctor within 4-6 weeks 100% 85% 96% of when I wanted. My questions were answered regarding my 100% 94% 96% medications and possible side effects. I feel better able to control my life as a direct 100% 95% 90% result of treatment. The quality of my life has improved as a 100% 100% 97% result of services at Daymark. I would recommend Daymark to others. 100% 100% 97% AVERAGES 100% 94% 96%

YADKIN COUNTY
98% 100% 90% 100% 100% 100%

93% 95% 95% 88% 95% 100%

96%

COMPARATIVE ANALYSIS FOR SANDHILLS CENTER PROGRAM SITES

SURVEY QUESTIONS Services were available at a time of day that was good for me. I was able to fully participate in decisions about my treatment plan. I made progress toward accomplishing the goals on my treatment plan. Daymark employees treated me with courtesy and respect. Daymark employees were sensitive to my cultural/ethnic background. I could reach Daymark 24 hours/day for crisis and telephone screening. I know who to contact if I have a question, concern, or complaint about services or my rights. I was able to see the doctor within 4-6 weeks of when I wanted. My questions were answered regarding my medications and possible side effects. I feel better able to control my life as a direct result of treatment. The quality of my life has improved as a result of services at Daymark. I would recommend Daymark to others. ANS 100 % 100 % ARC 100 % 100 % 100 % 100 % 100 % 100 % ASH GUL RES 100 % 100 % 100 % 98% 100 % 100 % HAR HOK 100 % 100 % LEE MON 100 % MOR RIC 100 % 100 %

97% 100 %

97%

94%

96%

93%

97%

96%

98%

97% 100 % 100 % 100 %

97% 100 % 100 %

93% 100 %

93% 100 % 100 % 100 %

88% 91%

93% 100 %

98% 100 % 100 % 100 %

95% 100 % 100 % 100 %

97%

97%

98%

97%

93%

94%

96%

92%

100 % 100 % 100 % 100 % 100 % 96%

97%

100 % 100 %

93%

98%

89%

98% 100 % 100 %

96%

95% 100 % 100 %

97% 100 %

97% 100 %

93%

95% 100 %

70%

89%

98% 100 % 100 % 100 %

94%

82%

96%

94%

90%

97%

98%

87%

96% 100 % 100 %

94%

95%

95% 97%

93% 96%

97% 100 %

95% 100 %

91% 91%

98% 100 %

95% 100 %

6 AVERAGES
98% 100% 97% 100% 96% 98% 89% 98% 97% 98%

COMPARATIVE ANALYSIS FOR SMOKY MOUNTAIN CENTER PROGRAM SITES

SURVEY QUESTIONS ALLEGH. COUNTY 98% AVERY ASHE COUNTY COUNTY 100% 92% WATAUGA COUNTY 97% WILKES COUNTY 98%

Services were available at a time of day that was good for me. I was able to fully participate in decisions about my treatment plan. I made progress toward accomplishing the goals on my treatment plan. Daymark employees treated me with courtesy and respect. Daymark employees were sensitive to my cultural/ethnic background. I could reach Daymark 24 hours/day for crisis and telephone screening. I know who to contact if I have a question, concern, or complaint about services or my rights. I was able to see the doctor within 4-6 weeks of when I wanted. My questions were answered regarding my medications and possible side effects. I feel better able to control my life as a direct result of treatment. The quality of my life has improved as a result of services at Daymark. I would recommend Daymark to others. AVERAGES

100%

100%

100%

100%

94%

93% 100%

100% 100%

92% 97%

100% 100%

91% 100%

100%

100%

100%

100%

100%

97%

100%

100%

97%

96%

97%

100%

100%

97%

88%

95%

100%

95%

97%

93%

97%

100%

97%

100%

96%

92%

100%

95%

100%

92%

95% 97%

100% 100%

95% 95%

95% 100%

91% 95%

97%

100%

97%

99%

94%

CUMULATIVE AVERAGES FOR EACH PROGRAM SITE BY CALENDAR YEAR PROGRAM SITE AND CY CY CY CY CY CY CY NUMBER 2007 2008 2009 2010 2011 2012 2013 PARTICIPATING DURING CY 2013 SURVEY (1,289 (PARTICIPANTS) Alleghany (40) 98% 97% Anson (36) 95% 97% 99% 98% Archdale (23) 98% 100% Ashe (39) 95% 97% Asheboro (30) 97% 94% 97% 97% Avery (9) 97% 100% Cabarrus (73) 92% 93% 94% 92% 98% 92% 96% CRC Iredell (9) 100% CRC Kannapolis (21) 97% 96% 98% 98% 100% 96% 99% CRC Union (14) 86% 98% 100% 100% Davidson (40) 96% 94% 90% 92% 96% 96% 97% Davidson Day Tx (8) 90% 95% Forsyth (114) 90% 91% 89% 92% 96% 96% 94% Guilford Residential (53) 96% 97% 100% Harnett (30) 95% 95% 97% 96% Hoke (43) 93% 93% 94% 98% Iredell (22) 93% 94% Lee (35) 94% 96% 99% 89% Montgomery (46) 99% 96% 98% 98% Moore (50) 97% 95% 97% 97% Richmond (21) 93% 99% 95% 98% Rockingham (185) 92% 96% 96% 93% Rowan (38) 92% 94% 95% 95% 96% 97% 90% Stanly (33) 95% 94% 96% 96% 98% 95% 98% Surry (30) 98% 96% Union (38) 94% 91% 93% 93% 96% 95% 98% Vance (40) 95% 99% Wake Res SA (7) 86% 100% Watauga (37) 95% 99% Wilkes (83) 97% 94% Yadkin (42) 94% 96% CUMULATIVE 94% 94% 93% 94% 96% 96% 97% AVERAGE Note that the gray shaded areas in the above table indicate that these program sites were not served by DAYMARK in some years prior to calendar year 2013.

COMPARATIVE ANALYSIS FOR ALL PROGRAM SITES BY SURVEY QUESTION SURVEY QUESTIONS AVERAGE CY 2012 Services were available at a time of day that was 97% good for me. I was able to fully participate in decisions about my 97% treatment plan. I made progress toward accomplishing the goals on 95% my treatment plan. Daymark employees treated me with courtesy and 98% respect. Daymark employees were sensitive to my 98% cultural/ethnic background. I could reach Daymark 24 hours/day for crisis and 97% telephone screening. I know who to contact if I have a question, concern, 95% or complaint about services or my rights. I was able to see the doctor within 4-6 weeks of 93% when I wanted. My questions were answered regarding my 96% medications and possible side effects. I feel better able to control my life as a direct result 94% of treatment. The quality of my life has improved as a result of 93% services at Daymark. 97% I would recommend Daymark to others. CUMULATIVE AVERAGE 96%

AVERAGE 2013
97% 96% 95% 98% 99% 97% 95% 94% 96% 94% 95% 97%

97%

COMPARATIVE ANALYSIS FOR ALL MANAGED CARE ORGANIZATIONS MANAGED CARE ORGANIZATION (NUMBER OF SITES) AVERAGE Alliance Behavioral Healthcare (1) 100% Cardinal Innovations Healthcare (9) 97% CenterPoint Human Services (2) 94% Partners Behavioral Healthcare (4) 97% Sandhills Center (10) 97% Smoky Mountain Center (5) 97% CUMULATIVE AVERAGE 97%

Consumer Input:

We ask consumers to tell us what we are doing well, and conversely, those areas in which we could improve. As you might expect, we received considerable input from those surveyed. All of these comments by consumers were tallied, trended and reviewed. Here is what our consumers thought about: Areas in which we could improve Length of time it takes to obtain an initial appointment with a doctor. The time of day in which we provide services needs to be expanded. One-on-one counseling services are limited at some locations. Not sure who to contact regarding concerns or questions about rights. Not sufficiently educated regarding immediate and long-term effects of medication. Difficulty reaching someone after hours. Difficulty with transportation. Conversely, our consumers were quick to point out those things we do well Their relationship with their therapist was very positive and helpful. Courteous treatment was extended by DAYMARK employees including sensitivity to the clients cultural/ethnic background. A feeling that the quality of their life had improved as a result of DAYMARK services. A willingness to recommend DAYMARK to others. Due to the sensitivity of some comments and the desire to retain anonymity, actual consumer statements have been compiled in a separate report and are available to Daymarks Management. Consumer Survey Conclusions Without a doubt, our consumers believe we provide a high quality of service and are so pleased with what we provide that they would recommend it to family and friends. That is probably the best recommendation we could receive. We are at the point that it gets increasingly difficult to improve year after year BUT we did improve slightly this year over last year! We rose from a 96% satisfaction level of satisfaction overall to 97% ! However, that does not mean that we cannot improve. If you look closely at the numbers you can see that we still have a few issues at some locations. Length of time to see a physician has and continues to be an area in which we need to work toward improvement. It appears to be more of a problem at some facilities than others. After-hours access is another area that needs work. Interestingly, it appears to be more of an informational issue than actual access. Our consumers dont know how to access us after-hours. This also holds true when it comes to finding our about patient rights or being able to express a concern/complaint about our services. We basically need to do a better job informing our consumers on the best way to access and use Daymark as a human services organization! As we do each year, this survey will be reviewed by the Quality Improvement Committee and a list of corrective actions will be developed. It will also be shared with our Client Rights Committee, Senior Management and Daymarks Board.

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