Dare County: Patient Satisfaction and Community Surveys

Summary

Impact Statement: 
A local health department in North Carolina used PDSA cycles and lean/kaizen approaches to improve their clinic client and community satisfaction survey tools and data collection process. This provided a system-wide framework to enable the organization to better understand their customers’ needs, identify areas for improvement, and assure they were meeting the needs of their community.
Summary: 

Staff at Dare County Health and Human Services used a variety of quality improvement (QI) tools and methods to improve the feedback provided to the agency from patients and the community in an effort to evaluate and make improvements to programs and services with consideration of their feedback. The agency improved its patient satisfaction and community (nonpatient) survey tools and the data collection processes. This allowed for staff to collect more data and receive higher-quality data. Staff also developed data analysis and sharing processes and implemented an improvement process based on the quality feedback from consumers and the community. These processes were either nonexistent or in need of drastic improvements. 

Organization that conducted the QI initiative: 
Dare County Health and Human Services
Citation: 

Willingham, L. Public Health Quality Improvement Exchange. Dare County: Patient Satisfaction and Community Surveys. Wed, 11/15/2017 - 16:23. Available at https://www.phqix.org/content/dare-county-patient-satisfaction-and-community-surveys. Accessed May 27, 2018.

Submission Status: 
Completed
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Comments

Submitted by mvick84 on

I am actually from a local health department in NC also and was fortunate enough to be coached by a Dare County staff member in my early QI 101 training.  Patient satisfaction ended up being what our health department worked on also and Dare County was a huge help in sharing their knowledge on what they had already accomplished.  This information is great. What a great way to display your successes for others to learn from. Great job!

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Submitted by sfenton on

Laura, could you tell me more about the survey toolkit you use?  What is in it? How is it used?  Thanks. Sarah Fenton

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Submitted by sfenton on

Is there more information on the customer satisfaction survey toolkit you use?  What is in the toolkit and how is it used?

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Submitted by sfenton on

I found the resources here to be very helpful; I also contacted the submitter and was able to get even more helpful information.

Sarah Fenton

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baberg0124's picture
Submitted by baberg0124 on

Great Project.  How do you distribute surveys for immunization and STD services?  

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Bethany Bjorklund RN, BSN

Link to the resource where this submission is also published: 
http://www.centerforpublichealthquality.org/index.php/theqitoolbox/qi-project-profile-tool