The Quality Improvement Committee at the Sedgwick County Health Department (SCHD) in Kansas identified learning more about customer satisfaction through an assessment as one of the eight improvement areas to address in an effort to
develop a culture of QI at the agency.
As a part of the SCHD mission statement, the need to assess and improve upon customer satisfaction continuously is a crucial component in assuring that excellent service is provided to Sedgwick County residents, as well as meeting grant requirements and health department accreditation requirements.
AIM Statement
By January 13, 2011, a policy will be developed for the systematic review and reporting of customer satisfaction surveys within SCHD programs.
Plan
To understand how the process of customer satisfaction assessment and improvement is carried out, surveys were distributed to all SCHD program managers, division directors, and the Health Director. The QI team members were assembled from members of the SCHD Division of Preventive Health, Division of Children & Family Health, and Health Protection & Promotion. Members were selected for their knowledge of customer satisfaction surveys and client interaction.
If SCHD Programs had a policy for the reporting of customer satisfaction data, quality improvements would be more easily communicated among SCHD personnel, as well as ensuring consistent and high quality customer service will occur at the SCHD. If SCHD Program Managers, Division Director, and the Health Director use the electronic shared file drive or SCHD SharePoint site to store customer satisfaction summary reports, data will be more accessible for accreditation purposes.
Do
The QI project team requested for a Customer Satisfaction Survey Summary Report form be completed by the Prenatal Care program to determine the efficacy of this new process.
Study
The Prenatal Care program tested the newly developed Customer Satisfaction Summary Report. Upon completion of the summary report, the Prenatal Care Program Manager concluded that this newly developed process was an efficient process.
Act
To ensure the high standard of quality care at SCHD, a policy will be set in place to ensure that all SCHD Programs meet and achieve the high standards of customer satisfaction expected of a local health department.
Establish Future Plans
- Division Directors will receive customer satisfaction updates from Program Managers.
- Customer Satisfaction summary reports will be made available on the electronic shared file drive and SCHD SharePoint site for Health Department Accreditation and standardized customer satisfaction reporting.
- Health Department Director will be able to use data collected to promote the quality of services provided at the SCHD.