Programming Connection

Ontario Hepatitis C Team: Elevate NWO 

Elevate NWO
Ontario
2014

Evaluation

Elevate NWO conducts an annual Health Agenda Review to determine client satisfaction with services. Client satisfaction is assessed through a client feedback survey (see Program materials). Typically, the client survey is distributed at the Elevate NWO Christmas party in December. Respondents are entered into a draw for a $100 food card.

The survey is advertised in the weeks leading up to the party with an announcement in all food bank bags distributed at Elevate NWO’s offices. At the same time, Elevate NWO reminds clients of the steps that have been taken at the agency to respond to feedback from the previous year.

Client feedback in 2013 was overwhelmingly positive:

  • 100% of clients who accessed health clinic appointments rated them as excellent or good
  • 95% of clients who accessed harm reduction services rated them as excellent or good
  • 94% of clients who accessed the support group rated it as excellent or good
  • 88% of clients who accessed the hepatitis C nurses rated their care as excellent or good

The agency also tracks the number of people on treatment and their success rates. Between 2009 and 2013, the hepatitis C team started 48 people on treatment. Of those, 32 achieved a sustained virological response, a 66% success rate.