Client Engagement Survey

Every quarter, ErinoakKids reaches out to the families who have visited over the last few months to ask for their thoughts on their experience with us. An independent research company sends a survey via email, reviews the results and provides us with a summary to protect the privacy of those who participate.

This survey provides invaluable direction for ErinoakKids and our commitment to continuous improvement. The findings help us identify opportunities to do better, show us where we need to evolve practice or update processes, and confirm how families feel about what we’re doing to deliver on our mission and vision.

In the past year, some big changes have been made to reflect what we heard:

What We Heard		What We Did
Parking fees are a barrier to service		Provide ErinoakKids clients and families with free parking
Appointments are hard to keep track of		Introduced text message appointment notifications and reminders
There are not enough opportunities to connect with other ErinoakKids parents/caregivers		Established a Family Engagement team staffed with former ErinoakKids clients/caregivers to connect with families and create learning and interaction opportunities and events.
Events and activities are available only during the day or at times that are inconvenient for families		Added more evening and weekend events and workshops, piloted an all-day Entry to School option and partnered with community providers (e.g. Splash Aquatics) to open up ErinoakKids spaces for events and learning.

We had almost 900 people fill out the survey in 2024/2025. This is what they said:

On Connectedness

How did you hear about ErinoakKids?		Registered with ErinoakKids Connect?		What do you find beneficial about ErinoakKids Connect?
Referral	79%	Yes	79%	View appointments	63%
Word of Mouth	12%	No	15%	View health info	51%
Advertisement	2%	Never heard of it	6%	Communicate with clinician	54%
Other	8%			Update demographic info	19%

On Satisfaction

Quality of services received		Extent that met expectations		Satisfaction with services received
Excellent	65%	Exceeded	32%	Very Satisfied	55%
Good	26%	Met	56%	Mostly Satisfied	35%
Fair	6%	Fell Short	12%	Mildly Dissatisfied	7%
Poor	3%			Quite Dissatisfied	4%

On Experience

Do you feel engaged & involved in decision making?		Impact of services on development?		Would you recommend ErinoakKids to a friend?
Always	80%	Very Positive	59%	Yes, definitely	75%
Sometimes	16%	Somewhat Positive	28%	Yes, I think so	17%
Never	3%	Neutral	11%	No, I don't think so	5%
Don't know	1%	Somewhat Negative	1%	No, definitely not	4%
		Very Negative	2%

Positive experiences

What do you like best about the service you received at ErinoakKids?

Professional, empathetic, compassionate staff work hard to connect with children.
Comments named those who had made a difference (and those comments were shared with them!)
Effective therapy and treatment, a supportive environment, convenience and accessibility: families shared how their children made progress and how much they appreciated tailored treatment plans, strategies and resources to support their child’s growth.
We love our spaces, and you agreed. Parents and caregivers noted how clean and welcoming the facilities are, and how staff are friendly, understanding and accommodating.

Room for improvement

What did you like least about the service you received at ErinoakKids?

Long wait times for appointments and services are frustrating, difficulty scheduling appointments that fit with work and personal schedules, lack of evening or weekend options and inflexibility in rescheduling.
Limited therapy sessions and lack of follow up. Poor communication and coordination between clinicians and parents.
Concerns about clinicians and staff: Issues with specific staff or concerns about unprofessional behaviour were shared with those involved.

What will we do next?

In keeping with our vision of Family Engagement at ErinoakKids, family feedback will continue to drive planning for the future of ErinoakKids.

Families are critical partners in supporting children and youth to reach their full potential: at ErinoakKids, the voices of parents, caregivers and clients are essential to delivering excellent care. 

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