TITLE: CLIENT and COMMUNITY SATISFACTION SURVEY POLICY

Administrative Policy and Procedure

HERTFORD COUNTY PUBLIC HEALTH AUTHORITY

POLICY NUMBER _27.5_____BENCHMARK 21, 27

DATE APPROVED 2/9/06 DATES REVIEWED/REVISED 8/19/08 8/10/09 7/13/10 02/01/11 revised reviewed revised revised 2/14/12 Reviewed APPROVED BY: ______Health Director Board of Health Chair

Policy

Hertford County Public Health Authority (HCPHA) shall provide opportunities for clients and the community to identify ways in which we can improve our services.

Purpose

HCPHA is interested in improving the quality of services offered. In order to do this we believe it is essential to involve the public in the process. Specifically we desire to:  provide quality public health services  provide accessible services  treat clients with courtesy and respect

Applicable Laws and Rules

Position (s) Primarily Responsible

Each program manager has a responsibility to assure that services are provided in a courteous and respectful manner reflective of the Agency’s Mission, Goals, and Values. The Management Team of HCPHA will serve as the primary responsible entity for assurance of client satisfaction. Assigned Management Team member for policy-Health Planner

Procedure

Client Satisfaction Surveys

A. Client satisfaction surveys will be used throughout the agency in all departments to address three general goals when interacting with clients

1. Quality Issues ( is the client satisfied with his/her care/service, would they recommend our agency to others) 2. Access Issues (is it easy to make an appointment, get a referral, speak with a director or program manager, are services/inquiries provided in a timely manner) Page 1 of 2 3. Interpersonal Issues (are the providers and staff caring and compassionate, was the phone answered promptly and professionally, were instructions clear and needs met )

B. Frequency of Survey

1. Home Health: Independent Contractor conducts client satisfaction surveys in accordance with Medicare regulations, Center for Medicaid/Medicare Services and Joint Commission. Surveys are completed while clients are enrolled in Home Health Services and after discharge from services. Surveys are continuous and compiled quarterly. 2. Personal Health Services: All clinical services provide clients satisfaction surveys on a daily basis. Quarterly One on One interviews are conducted with clients to ensure those with low literacy are included and to request elaboration of concerns. The results are compiled at quarterly intervals. 3. Community Health Services: Outreach services (Pregnancy Care Management, CC4C, Baby Love Plus) will conduct client satisfaction surveys while clients are enrolled as well as after discharge from services. Quarterly One on One interviews are conducted with clients to ensure those with low literacy are included and to request elaboration of concerns. Computation of results will be quarterly. 4. Environmental Health Services: Client Satisfaction Surveys will be compiled quarterly and surveys will be mailed to clients for completion. 5. Agency wide: Management conducts self-administered electronic surveys with key stakeholders every 4 years for strategic planning purposes. A satisfaction survey is available for people to complete on the agency web-page.

* See attachments for surveys used

C. Department Managers and/or their designee will compile the information. The information along with the surveys will then be given to the second line supervisors for review during individual staff meetings. Department Managers will report on findings during the quarterly Expanded Management Team noting any corrective action taken and/or recommendations to be made. Management Team will note the findings, corrective actions already taken and make additional recommendations. Management Team Minutes will reflect the various reports and/or actions taken. Monthly reports to the Health Director will reflect quarterly report findings which will then be included in the Health Director's report to the Board of Health.

D. Survey tools will be reviewed annually. Questions must reflect the three general goals outlined in (A) above.

Key Informant Interviews

The strategic planning and community health assessment processes involve the polling of key informants throughout the community. Every four years the survey includes questions about customer service. This information is presented during the strategic planning process and action is taken as indicated.

Outcomes

Information from all sources will be used to make changes to improve the services of the agency. Analysis of the information and steps taken as a result will be reflected in department meeting minutes and as necessary, changes in policies and/or procedures. Strategic planning sessions will further reflect discussion regarding key informant surveys, target audience surveys and resulting actions.