Water Quality and Customer Satisfaction

In the Environmental Health Division’s WQP Program, which offers income-eligible clients interest-free loans for public sewer and water lines because of failed household sewage treatment systems, program staff identified a need to formally document the customer survey process and determine one or more appropriate methods to increase customer satisfaction. During the QI project, staff members have • formed a project team; • used Plan-Do-Study-Act (PDSA) methodology; • completed a flowchart of the WQP Program; • used flowcharting tools, fishbone diagrams, and the 5-Whys; • held bimonthly training calls (more frequently as needed); • trained with QI coach at Open Forum Workshop; and • obtained training materials from QI coach for project lead to disseminate to project team. Though much was accomplished, because of circumstances outside the control of the project team, progress on the project was delayed. FCPH administers the WQP Program for the county, and the county has delayed the start of the work that will drive the process. Before implementation of the suggested improvement can occur, the county has to begin work. Additionally, the team has encountered the following challenges: • Team members have shifted. • The environmental health director (team member and director of the program) resigned. • One new team member was added late in the grant cycle. • Leadership has been supportive, although intermittently present. • The overarching program was delayed. Project staff then focused on finalizing documents and developing an initiative to implement when circumstances changed. The team finished the flowchart of the process, finalized two fishbone diagrams, and developed a potential solution. Using the available data, the team changed the customer satisfaction survey. Because customers would not be available to test the survey, the team asked various health department employees to pilot it and give feedback related to clarity, completeness, and simplicity. Additionally, the team developed a series of questions for the administrative staff person responsible for talking with customers; these questions will be used as an intermediate process evaluation. Finally, a flyer was created to include in an informative mailing. The results of the survey, the questions and flyer, and any additional documentation will be collected and stored until the WQP Program officially begins.

The team developed a series of questions for the administrative staff person responsible for talking with customers; these questions will be used as an intermediate process evaluation, whereas results from the customer satisfaction survey will be used to assess impact of the QI project.