Appendix A

Early Expressions provider satisfaction evaluation

EVALUATION OBJECTIVE

The objective of this evaluation was to assess Early Expressions program staff's level of satisfaction with the service deliver before and after the implementation of a new service delivery model in January 2009.

EVALUATION DESIGN

A mixed-methods approach was used to evaluate provider satisfaction (i) pre- and (ii) post-service delivery change. Data were collected using a qualitative facilitated discussion with program staff and through a one group pre-test post-test evaluation design (Table 9).

METHODS

Provider Satisfaction Questionnaire

The Research and Education Division developed with survey instrument with input from CQI and Central Resources Services management and Early Expressions Speech and Language management (Appendix B).

Shortly after the service delivery model change, program staff were asked to complete a questionnaire assessing their satisfaction with the service delivery model prior to the change. Early Expressions program staff were asked to complete the self-administered questionnaire and return it to the research team in a sealed envelope. A letter of information accompanied the questionnaire. The questions focused on program staff's views about the care and service they delivered to their clients prior to January 1, 2009.

The provider questionnaire was re-administered at 6 months and 12 months post service delivery change. All Early Expression program staff were asked to participate in the satisfaction questionnaire, at 6 months and 12 months. This questionnaire asked the same questions as the pre-change satisfaction questionnaire but asked the respondents to consider a different time frame. The letter of introduction remained unchanged. The post-service delivery change group only included staff who had worked as an Early Expressions SLP or support staff since January 1, 2009. Completed questionnaires were returned to the research team in a sealed envelope.

DATA ANALYSIS

All provider satisfaction data were entered into SPSS Version 15 and STATA Version 11. The survey compared levels of provider satisfaction pre- and post-service delivery change using descriptive and non-parametric statistical tests where applicable. This analysis was conducted by Research and Education Division staff (DM) at KFL&A Public Health.

ETHICAL CONSIDERATIONS

The providers' responses were anonymous. No identifying information was provided by the respondents and no identifications numbers were used. Follow-up for non-respondents was done by a group e-mail to all Early Expressions staff. Consent was implied by the return of the survey to the KFL&A Public Health's Research and Education Division.