Masters Thesis

valuating parent satisfaction at Easter Seals Autism Services of Southern California

Easter Seals’ mission is to provide applied behavior analysis services to clients with disabilities both in the community and at home. This mission has been the same since 1919. Easter Seals’ provision of applied behavior analysis services is crucial for the social development of children with autism. However, there are still improvements to be made to meet the quality indicators (assessment, planning, delivery, and transition) needed for parents of children with autism. Easter Seals continues to work collectively with parents to meet all these quality indicators and other services such as speech and occupational therapy. Easter Seals of Southern California (Kern County and Los Angeles County) serves over 150 participants with applied behavior analysis needs to improve their state of development. The main goal of this study was to perform a parent satisfaction survey to determine Easter Seals’ success toward meeting the quality indicators for autism services by evaluating parents to provide their feedback and to provide recommendation to meet all the needs of Easter Seals’ participant parents. Data generated through Survey Monkey was processed and analyzed to identify common areas for improvement. A survey link was sent to 150 parents of Easter Seals’ program participants. Of the 150 parents surveyed, 104 participants answered and completed the survey. Nine participants began but did not complete the first eight questions. Twenty-two participants answered the last question, which was an open-ended question about parents’ feedback and suggestions. The survey was sent out only once per researcher instructions and returned in one week. From the survey, a few parents reported dissatisfaction with the overall success of their child’s progress, the concept of delivery in a natural setting, cancellation policies, and the lack of non-romantic relationships between staff and parents. Based on the results, it is recommended that Easter Seals examine some of the cancellations policies to accommodate parent’s needs. Additionally, Easter Seals can create policies to allow parents and staff to have an agreed upon relationship that minimizes by conflicts of interest to better provide needs of Easter Seals and its clients.

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