Wood County WIC Client Satisfaction Project

Increase the number of women and children enrolled in WIC from 1,543 in June 2011 to 1,575 by December 2011. Baseline data: the average number of women and children enrolled in WIC per month during the months of April through June 2011 is 1,512.

WIC enrollment had been fluctuating, and efforts had been made to improve—or at least stabilize—numbers. Past efforts had not been successful, and recently, some department staff had received training in the Network for the Improvement of Addiction Treatment (NIATx ) change model. Using this new training; a client satisfaction survey was created and administered to examine the WIC program.

WCHD’s original question was, “What is the WIC client satisfaction level of the WIC appointment process? More specifically, do WIC clients find the constant room-changing during their appointment a burden?” A random sample of WIC clients was surveyed to gain their perspectives on the WIC appointment process. 209 surveys were completed, with just under a 90% confidence level. 53% of clients reported they were satisfied with the current room-changing process. 31% of clients reported they would prefer to stay in one room, with the staff rotating in. 6% of clients reported they would prefer to register in one room and have the rest of their appointment in another room. Overall, client feedback reported that clients are satisfied with the current room-changing process. In addition, a report was run in the WIC database to compile a list of clients who have quit the program in the last 6 months. A postcard survey was mailed to these clients to get their feedback on the following questions: a. What is the reason you have stopped coming to WIC? b. What did you like about WIC? c. What did you not like about WIC? 95 surveys were mailed; 10 completed surveys were returned, and 7 surveys were returned as undeliverable. Pareto chart of the results was created to show the responses: Adequate income (1) No longer qualify (3) No time (5) Didn’t like food options (1) Poor treatment at WIC visits (6) Too many appts. (1) Hard to get an appt. to fit my schedule (4) Need later service hours (3) No transportation (1) Poor pick-up times (2)