Increasing Client Responses to the Satisfaction Survey
MCHD conducted its second client satisfaction survey in 2016, with a dismal response rate. The survey was open over a 2-month period, but only three surveys were actually completed. To increase the survey response rate and hopefully provide information on which to base future QI efforts, a QI team was established to determine one or more ways to significantly increase the number of responses to the client survey. The team established a charter and developed an aim statement.
The QI team quickly identified failure to adequately distribute and promote the survey as the root cause of the poor survey response. After brainstorming possible solutions, the team decided to test the effectiveness of two solutions simultaneously in two divisions of MCHD. Clinic clients were handed a tablet on which they could complete the survey electronically, and Environmental Health Division clients were given a paper copy of the survey and a self-addressed, postage-paid envelope. Over a test period of almost 2 months, both methods exceeded the goal of a 30% response rate.
Menchhofer, J. Public Health Quality Improvement Exchange. Increasing Client Responses to the Satisfaction Survey. Tue, 05/15/2018 - 10:58. Available at https://www.phqix.org/content/increasing-client-responses-satisfaction-survey. Accessed February 22, 2019.