Northampton County Improves Client Satisfaction
- Details
- Last Updated on Monday, 09 March 2015 23:03
Name of Health Department: Northampton County Health Department
Project Title: Northampton County improves Client Satisfaction
Project Summary
Our annual client satisfaction process needed to be adapted and certain survey tools created. It is now designated to correlate with Public Health Month (April) to keep it consistent. Our new client satisfaction process is program specific whereas before it was not. The new survey tool has changed from two pages to one to ensure completion.
Background Information on the Area for Improvement
This initiative addresses the need to improve the annual client satisfaction process.
Need for the QI Initiative
How was the need for the QI Initiative determined?The Quality Improvement Coordinator is in charge of annual surveys and was displeased with the process that was being done before now. It was inconsistent and was not program specific. With it being program specific, the tool will show what programs need improvement and show the problem areas or on the other side possibly show where a program is excelling.
Project Aim:
We aim to develop a new survey tool and process to evaluate client satisfaction that is program specific.
Project Dates
Initiative Begin Date: September 6, 2014Initiative End Date: April 30, 2014
Accreditation Status
Are you accredited by the NC Accreditation Program? YesAre you PHAB accredited? No
If no, do you plan on applying for PHAB accreditation? No.
QI Tools/Methods Used
- Value Stream Map
- PDSA
- Surveys
Root Cause
- The initiative was implemented in the
- Doing surveys too long of a period
- No consistency
- No specificity of programs
- Lack of communication/knowledge
- No buy in from staff
Implementation of the QI Initiative
- Improve our satisfaction survey tool and process.
- We developed a new tool, tested the tool, educated the staff, and implemented the tool in April.
- All staff were exposed, involved, and impacted. Clients were also impacted.
Measurable QI Outcomes
- The number of satisfaction surveys collected increased from 50 to 100 (by 50%.)
- Our previous error rate for completion was 10%. Now it is 0%.
Intangible Benefits
- Developed the new tool, the process, the collection means, and an analyzing tool in January.
- Improved staff awareness and engagement with the survey process.
- Reduced duration of survey from one month to 2 weeks
- Increased number of surveys collected from around 50 to 100
- Covered our 7 major programs with the survey results covering areas not previously covered.
- Reduced redundancy in the questions asked simplifying the form itself.
- Compliant with Accreditation standards
Areas for Improvement and Change Ideas Implemented
Improvement 1
- Simplified the tool
- We tested the simplified on staff and customers
- All PDSAs went well and both staff and client were satisfied
Lessons Learned
- We wish we had quantitative data for comparison
- A knowledgeable staff helped gain buy in
Megan Warren
Health Educator II /Preparedness Coordinator/ QI
Northampton County Health Department
9495 NC Hwy 305
Jackson, NC 27845Phone: 2525345841
E-Mail: This email address is being protected from spambots. You need JavaScript enabled to view it.