Each year, REACH undertakes a Quality Improvement process that includes receiving feedback from service participants, and from other community agencies that work with us planning and providing services, and planning community initiatives. The following summary provides highlights about what we learned from the people we serve as well as our community partners over the last year, and what we are doing to make our services better.

What people who have used our services told us:

• Across all programs, participants indicated a good to high level of satisfaction with the services they received
• People reported feeling respected, supported and listened to by our staff
• Feedback was consistent in identifying that staff were always ready to listen, were respectful, knowledgeable and professional
• Individual outcomes were noted with many positive changes reported including learning new problem solving and coping skills
• Feedback received that indicated the importance of service coordination for children, youth and families who are involved with several services at a time

What are we doing over the next year in response to this feedback?

• REACH continues to work on the development of internal processes focused on service coordination to ensure that people involved with several different services are effectively working together with the child/youth/individual/family effectively.
• Individual programs and services are reviewing systems and developing strategies to increase the amount, and the type of feedback we receive from service participants to ensure we are able to measure our programs and services most effectively
• REACH continues to develop and implement marketing strategies to ensure that people are aware of programs and services available to them

What our community partners told us:

The response rate to our community partner survey was 32%. Of those responding, the large majority indicated that REACH services are:

- Accessible
- Responsive and timely
- Respectful
- Well coordinated with people participating in services and community partners, involved
- REACH works well in partnership with the people involved in it's services
- REACH partners well with other services regarding services and community initiatives
- REACH responds to concerns and problems in a respectful and timely way

Feedback received also highlighted that REACH still has some work to do to familiarize our community partners with the wide variety of programs and services that REACH offers.

What are we doing over the next year in response to this feedback?

• REACH continues to invest in the ongoing development and implementation of our marketing strategy to increase awareness of wide range of programs and services we offer
• REACH will continue to live our values related to promoting positive and collaborative community partnerships with a focus on respectful and transparent processes

REACH wishes to express our sincere appreciation to everyone who provides us with feedback during the quality improvement process. We truly value your input into ensuring we are providing high quality services to our community.