VHA Home HealthCare (VHA) is committed to regularly gathering information about how care is experienced by clients and families so that we can find ways to make our service better.

Last year, VHA analyzed feedback from its client satisfaction surveys and from comments that were reported to our office about care. Based on the results, we are pleased to share more information about areas of strengths and the improvements planned in 2025. Please see the summary below.

2024 Results – Satisfaction Surveys

VHA sends surveys to clients when they are discharged from care and for the first time, VHA began sharing a feedback survey with clients who are actively receiving personal support, as a method to gain more insight on experiences throughout the care journey.

Across both surveys, VHA received 1,934 responses with an 85% Overall Satisfaction Rate.

Among these client responses:

• 94% felt they were treated with courtesy and respect during care
• 93% felt safe during care
• 91% indicated their care provider/s listened carefully and 91% understood their needs
• 89% noted their care providers explained things in a way that was easy to understand
• 89% said their care providers arrived on time
• 88% confirmed services were provided as per their care plan

“In an exciting step forward, we launched a new survey designed with input from client and family partners to reach those actively receiving care,” said Kathy Sidhu, Director of Quality at VHA. She shared, “This survey provides fresh insights into their experiences at this stage of service, allowing us to make tangible improvements that these clients will benefit from in real time—a full-circle approach.”

Enhancing Care Planning & Expanding Our Reach in 2025!

In 2024, 69% of active clients receiving personal support care indicated they ‘felt involved in care planning’, highlighting an opportunity to strength person-centred care. In 2025, we’re collaborating with care teams and client partners to determine how we can make care planning more inclusive and look forward to sharing these plans.

We’ll also be expanding our survey reach. Externally, we’ll be looking to distribute surveys to a broader group of clients we serve and internally, we’ll be supporting our leaders and point-of-care teams with more real-time access to survey results, enabling more responsive care. Stay tuned for updates on our progress!

Thank You!

A sincere thank you to all clients and families who participated in the 2024 Client Experience Survey. Your feedback helps us evolve and improve.