Just an update regarding the NNAS Client Satisfaction Survey:
After 3 emails and 2 phone calls since May, I finally received a response from NNAS regarding their claim that client satisfaction had increased from 89% to 92.5% in the last reporting year.
I asked how many applicants were given the opportunity to complete the survey, how many completed the survey, and at what point during the NNAS process they were given the opportunity to complete it. While I was at it, I also asked how many NNAS Advisory Reports were issued (since their report only says how many people applied, which tells us nothing about whether they are completing the assessments in the time frame that they say they are). I also asked what the breakdown in results was (comparable, somewhat comparable, non comparable).
I received an email response that confirmed my gut feeling that the survey is given at any point in time, at NNAS discretion. So they can send the survey out to a client when they have a positive phone conversation with them, but choose not to send one out to a client with whom they just dealt with an issue or whom is upset with NNAS. They declined to respond to any of my other questions, stating that the information contained in the report is the only information they ever intend to share.
Needless to say, I am not surprised but I am disappointed. I am especially disappointed at the government dollars that went into the startup of NNAS and the lack of transparency they embody and are permitted to embody since they are not technically an entity of the government. They are the sole access point to IEN's nursing in Canada--a role granted to them by the licensing bodies, so have the monopoly in this market, yet are at arms length from government and therefore not bound to any transparency whatsoever. It is clear to all of us that there is absolutely no way NNAS client satisfaction is 92.5%. It is clear to them too--otherwise they would have provided more numbers and would not have been so determined to shut the subject down. This refusal to even attempt transparency is worrisome. What else is going on behind the scenes?
