Client Engagement Survey

Listening to and learning from those we serve

Every quarter, ErinoakKids asks families who have visted over the last few months for their thoughts on their experiences 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.

Feedback from families helps to inform decision making, shape services, improve programming and create an all-around better experience for those walking through our doors each day. The formal survey isn’t the only way we gather feedback: Our Family Engagement team speaks to families every day about their experiences, and the feedback form on our website offers an opportunity to share directly. At ErinoakKids, we want to provide a space for families to genuinely connect, support one another, and have fun.

Your feedback helps us bring that vision to life. This is what we heard this year.

What we heard from you!

Welcoming Environment and Accessibility	Well-Loved Clinicians and Staff
Respondents appreciated the friendly, welcoming atmosphere from front desk staff through to clinicians, the clean and child-friendly facilities, accessible locations, free parking, flexible scheduling and the availability of both in-person and virtual options.	This was by far the most prominent theme. Families repeatedly praised the knowledge, professionalism and genuine care of clinicians across all service areas. Many noted that clinicians went above and beyond, adapted to each child's needs and made families feel truly supported and not judged.
Child-Centred, Personalized Approach	Communication and Responsiveness
Families valued how clinicians connected with their children on an individual level, building rapport and confidence. Many noted that clinicians adjusted sessions based on the child's mood, interests and developmental level, making therapy fun and engaging while producing real progress.	Families consistently praised timely communication, quick responses to questions, follow-up calls and emails after sessions, and detailed breakdowns of session content and next steps. This transparency helped families feel informed and engaged.
Parent Involvement and Education	School-Based Service Delivery
A strong theme was the inclusion of parents in the process, receiving tips, coaching, handouts and follow-up resources to continue support at home. Families appreciated being kept informed about their child's progress after every session and feeling like valued partners in the care plan.	Many respondents highlighted the convenience and impact of services being delivered directly at school during school hours, reducing scheduling burden for families and ensuring continuity of care in the child's natural environment.
Breadth and Integration of Services	Visible Progress and Impact
Families valued having multiple services under one roof (speech, OT, PT, ABA, social work, respite, recreation therapy, etc.) and the coordinated, multidisciplinary approach to their child's care, including collaboration with schools and daycares.	A significant number of responses celebrated tangible improvements in their child's development, in speech, motor skills, confidence, communication and social engagement. Several families described the impact as life-changing.

We had almost 900 people submit the survey in 2025/2026. 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	80%	Yes	80%	View appointments	61%
Word of Mouth	12%	No	15%	View health info	57%
Advertisement	1%	Never heard of it	5%	Communicate with clinician	48%
Other	7%			Update demographic info	19%

On Satisfaction

Quality of services received		Extent that met expectations		Satisfaction with services received
Excellent	69%	Exceeded	35%	Very Satisfied	57%
Good	23%	Met	54%	Mostly Satisfied	34%
Fair	5%	Fell Short	11%	Mildly Dissatisfied	6%
Poor	3%			Quite Dissatisfied	3%

On Experience

Do you feel engaged & involved in decision making?		Impact of services on development?		Would you recommend ErinoakKids to a friend?
Always	81%	Very Positive	62%	Yes, definitely	76%
Sometimes	15%	Somewhat Positive	25%	Yes, I think so	19%
Never	3%	Neutral	11%	No, I don't think so	4%
Don't know	2%	Somewhat Negative	2%	No, definitely not	1%
		Very Negative	1%

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