Multi-Stakeholder

Satisfaction Survey

Protocol

Project n°: ASP 286

Title: Multi-Stakeholder Satisfaction Survey Protocol

Deliverable n°: DT2.1.3.

Author: Social Protection Institute of the Republic of Slovenia

Date: September 2018

Version: 1.0

Table of contents 1. Background and objectives of Multi-Stakeholder Satisfaction Survey Protocol ................................. 3

2. Who to survey? ................................................................................................................................ 3

3. Purpose of the MSSS ........................................................................................................................ 4

4. Determining MSSS schedule ............................................................................................................. 4

5. Design .............................................................................................................................................. 4

6. Data Preparation and Collection ....................................................................................................... 5

6. Analysis ............................................................................................................................................ 6

7. Handing out the MSSS ...................................................................................................................... 6

SUPPLEMENT: CONSENSO – MULTI-STAKEHOLDER SATISFACTION SURVEY .............................................. 7

1. Background and objectives of Multi-Stakeholder Satisfaction

Survey Protocol

As a very informative, structured, and practical project, Consenso includes monitoring part that

gives a relevant reflective perspective by project partners who have been inevitable agents all

along. A contextual model of Consenso includes three main groups that represent a pillar for the

theoretical background and its implementation: Family Community Nurses (FCNs), Family and

Community. The implementation phase of Consenso is divided into two phases (pre-pilot and

pilot), which are important also for Multi-Stakeholder Satisfaction Survey Protocol (MSSSP).

MSSSP describes the methodology used for data collection in Consenso's Multi-Stakeholder

Satisfaction Survey (MSSS). The main objective of MSSSP is to provide information and gives

detailed instructions for procedures of how to conduct MSSS, who to survey, when and how to

hand it. It is important to follow this protocol closely to ensure the integrity and validity of data

collected.

Despite the division of implementation phase of the project, when stakeholders are involved, it

is more reasonable to build the collection of data linked to stakeholder’s satisfaction with the

project more wide and compact in a one-step survey. MSSS is thus dedicated to stakeholders

and their opinion on Consenso project, and information provided about it during the pre-pilot

and pilot phase of it. Initial steps are made by the Social Protection Institute of Republic of

Slovenia and project coordinators of each region who together have designed and adjusted the

MSSS for each region.

2. Who to survey? The term multi-stakeholder processes describes processes which aim to bring together all key

stakeholders to communicate about (and sometimes make decisions about) a particular issue.

They are based on democratic principles of transparency and participation and aim to develop

partnerships and strengthen networks among stakeholders1.

The main target group of the MSSS is stakeholders who are present during pre-pilot activities

and pilot implementation of Consenso. Their activity consists of getting specific or general

information about the project and, based on that, contribute to it, especially when the

implementation phase takes the place. Stakeholders are various. We consider any agent that

deals with the elderly (in)directly. These agents could be municipal administration, doctors,

1 Hemmati, Minu. 2012. Multi-stakeholder Processes for Governance and Sustainability: Beyond Deadlock and Conflict . Hoboken: Taylor and Francis. Accessible on:

http://grail.eblib.com.au/patron/FullRecord.aspx?p=429919 (September 24th 2018).

NGOs, FCNs, service providers, research institutions, centers for social work, local/public health

units and so on.

3. Purpose of the MSSS Why should the multi-stakeholder survey be conducted? What kind of information does it

provide? Here are some main highlights of survey contribution:

• Assesses stakeholders’ familiarity with Consenso.

• Assesses stakeholders’ satisfaction with information provided to them on Consenso

project.

• Evaluates accessibility of project partners.

• Measures an impact of Consenso on the local community.

• Satisfaction with Consenso.

4. Determining MSSS schedule Planned MSSS should be conducted in each region during the pilot phase. MSSS will be

conducted twice in each region in order to enable measuring of the changes in stakeholders’

perspective on Consenso. MSSS will be conducted at the beginning of April 2018 for the first

time. Second estimated time is at the end of August 2018. Exact time to send the surveys to

stakeholders and getting them back is flexible due to essential tasks that have to be completed

before.

5. Design It is recommended to build a MSSS as a standardized survey as a closed-ended and an open-

ended questionnaire that will attempt to give answers fast and adequately. General design

regarding questions could vary according to country specifics but ideally is to stay in its

standardized form. More flexible is a method of distributing the MSSS. It is highly recommended

to use an online survey form, which has many advantages: clarity, easy to manage it, fast to

complete, low expenses etc. It is a matter of agreement to perform the MSSS differently if the

online method cannot be conducted or there is a better way to complete it (paper, telephone

call, interview etc.). One of our suggestions is a platform for the online surveying called EnKlik

Anketa, accessible on: https://www.1ka.si/.

MSSS aims to get a feedback from stakeholders in order to make a thorough descriptive report

about their satisfaction on the project as such. The standard survey has around 15 items and so

it is with MSSS. On one hand, we should use closed-ended response formats – preferably the

survey's traditional five points »Excellent« to »Terrible« format, but other formats are also

acceptable (e.g., »Yes/No«). On the other hand, there is also a place for open-ended questions

where we require a short answer on as narrow and precise question as possible. Thus, close-

ended questions are formed in a limited way where respondent selects one or more given

answers while open-ended questions require and offer a place for the explanation on the

demanded question.

If we follow the objectives of MSSS for measuring satisfaction, we can shape the main

categories that interest us:

• General satisfaction with the Consenso.

• Satisfaction with information provided during the project.

• Correspondence of information provided and implementation.

• The range of the Consenso.

• General opinion on Consenso.

• Suggestions for changes.

6. Data Preparation and Collection Before conducting MSSS, following steps should be realized:

1. Create an online survey in all languages used in Consenso.

2. Get a list of stakeholders from each region.

3. Get stakeholders’ contact (e-mail address/telephone number).

4. Sending the online MSSS to the responsible person of a particular organization or

relevant professional(s) involved in Consenso.

5. Monitoring and helping stakeholders regarding MSSS.

The online surveying enables us to store data electronically, which is easy and fast to manage it.

Any follow-up mechanisms about performing survey are up to conductor or authorized person

who should be available and open to help stakeholders' additional questions, issues and/or

misunderstanding of the MSSS. The expected response rate is estimated to be 80%. In order to

make a contact with the stakeholder, conductor and coordinators of each region should try as

many means of communication as possible (email, telephone calls etc.).

The questionnaire should be translated to partner’s national languages (in MSSS we are using

Italian, French, German and English). Suggested online survey tool (EnKlik Anketa) supports all

the languages of the included regions in Consenso.

6. Analysis The collected data will be analysed by a team of researchers at the Social Protection Institute of

the Republic of Slovenia for all 5 regions. Analysis of MSSS will be included in the Report of the

final test.

The online survey platform (EnKlik Anketa) provides us with main statistics (Frequencies and

Descriptives, as well as CrossTabs) and allows us to export the data to different analytic tools

(Excel, SPSS).

7. Handing out the MSSS Each eligible stakeholder involved in Consenso will get an online MSSS through the link in the

email with written instructions at the beginning of it. The stakeholder should not return

completed MSSS to the conductor by email but through the online platform. It is important to

follow a number of (un)completed MSSS and to be ready for any kind of adjustment of them or

helping stakeholders with technical or content issues.

In some cases, a stakeholder may not be accessible or eligible for completing MSSS. Instead,

there must be an authorized agent/person/organization that can complete it. Stakeholders who

refuse to complete the MSSS or are long time inaccessible should be skipped.

We try to achieve as high response rate as possible, with the already mentioned goal of 80 %.

The reminders need to be sent in order to get as many answers as possible from stakeholders.

This can be done by the authorized sender of the MSSS who can communicate in a language of

the stakeholders in a particular region.

SUPPLEMENT: CONSENSO – MULTI-STAKEHOLDER SATISFACTION

SURVEY

Welcome to the CONSENSO stakeholder satisfaction survey!

1. [include the name of the organisation] is currently implementing the project COmmunity

Nurse Supporting Elderly iN a changing SOciety (CONSENSO), together with project partners

from Slovenia, Austria, France, Italy [add appropriate countries]. The project is being

(co)financed by European Regional Development Fund.

CONSENSO project is a care model that puts the elderly at the centre of health and social care.

The crucial role is played by the Family and Community Nurse who helps and supports the daily

activities of the elderly and their families in the entire municipality of Piran [add appropriate

area], by offering preventive activities and coordination of care. The project wants to create the

right conditions to improve health and life quality of senior citizens in the Alpine Space enabling

them to stay at home as long as possible.

Since the role of family and community nurse is versatile, with focus on coordination of care, it

is necessary that he/she works hand in hand with the community and the stakeholders and

service providers, already available in the area. That is why all of you were already notified

about the project through different channels (i. e. public conference, private meeting, leaflet, …)

and at this point, we would like to obtain your thoughts and opinions in order to better

understand your experience in the project and have a chance to make the project that serves

elderly, better. This survey should only take 7-8 minutes to complete.

Please, complete the survey until [dd/mm/yyyy] [add appropriate date]. If you have any doubts

or questions, please contact us on [add e-mail and telephone number].

INFORMATION ABOUT CONSENSO

1. How familiar are you with CONSENSO project?

• I know the project well

• Familiar

• Somewhat familiar

• I do not know what the project is about

• N/A

[IF the project is known to a stakeholder: Q1 -> 1, 2 or 3]

2. Where did you hear about CONSENSO project?

________________________________________________________________________

________________________________________________________________________

_______________________________________________________________

3. Overall, how would you rate your satisfaction with information provided about the

project?

• Extremely satisfied

• Satisfied

• Neutral

• Unsatisfied

• Extremely unsatisfied

• Not sure

• N/A

4. When presenting CONSENSO to you, how would you rate the presentation?

• Extremely well presented and understandable

• Well presented and understandable

• Sufficient presentation

• Difficult to understand

• Extremely bad presentation and difficult to understand

• N/A

5. How would you rate a match between presentation of the project and its actual

implementation?

• Perfect match

• Match with issues

• Sufficient match

• Bad match

• Does not match at all

Why do you think so?

______________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________

COLLABORATION EXPERIENCE AND COMMUNICATION

6. How did you build a contact with project partners of the project?

• Promotion conference

• Leaflet

• Telephone

• Meetings

• Other: ____________________

7. If you needed to contact CONSENSO project partners again, how accessible were they?

• Very easy to access and keep in touch

• Easy to access

• Neither easy nor difficult to access

• Difficult to access

• Very difficult to access, I couldn't keep in touch

• N/A

GENERAL SATISFACTION AND IMPACT OF THE PROJECT

8. How beneficial is CONSENSO for your local community?

• Very beneficial

• Beneficial

• Somewhat beneficial

• Not beneficial

• N/A

Please, explain your answer:

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

____________________________________________________________

9. How would you rate CONSENSO’s contribution to an already existing home-care system

(health and social) for the elderly in your country?

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

____________________________________________________________

10. Overall, how satisfied are you with CONSENSO project?

• Very satisfied

• Satisfied

• Somewhat satisfied

• Unsatisfied

• Very Unsatisfied

• N/A

11. If you could change something about CONSENSO what would it be?

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

____________________________________________________________

[if stakeholder does not know the project: 1 →4]

2. CONSENSO project is a care model that puts the elderly at the centre of health and social

care. The crucial role is played by the Family and Community Nurse who helps and supports the

daily activities of the elderly and their families in the entire municipality of Piran [add

appropriate area], by offering preventive activities and coordination of care and represent a key

person to each elderly in the area. If family and community nurse identifies the unmet needs, he

or she contacts the appropriate service and provides the elderly with information regarding

their rights and options. The project wants to create the right conditions to improve health and

life quality of senior citizens in the Alpine Space enabling them to stay at home as long as

possible.

How would you rate CONSENSO model (as described also in the introductory part)?

• Excellent

• Good

• Average

• Poor

• Terrible

• N/A

How beneficial do you find this model for your local community?

• Very beneficial

• Beneficial

• Somewhat beneficial

• Not beneficial

• N/A

Please explain your answer:

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

____________________________________________________________