Northampton County Improves Client Satisfaction

A 4-day Kaizen event was held to improve the client satisfaction survey process. During that time, the QI team revised the survey tool, identified a consistent time that surveys would be fielded each year, and developed a communication strategy for this annual event. Survey tool revision included mini Plan, Do, Study, Act (PDSA) cycles to test the tool. This was done first with staff, then with clients. The team also timed how long it took to complete the survey, and when it was determined that it took too long, the survey was shortened from two pages to one page. Furthermore, the survey was amended to specifically include each NCHD program area. The end result was a survey deemed valuable to NCHD and user friendly for the clients. The QI team agreed to field the survey during a 2-week period each April, deliberately timed to coincide with National Public Health Week. Finally, the team employed several communication strategies to help achieve the aim. Posters were hung throughout the health department about National Public Health Week and the opportunity to provide feedback. Staff throughout NCHD were educated about the new survey process and encouraged to remind clients to complete the surveys. The new survey process was implemented during National Public Health Week.

The QI team counted the number of surveys collected and calculated the error rate for completion. For the mini PDSA cycles, the QI team collected qualitative and quantitative data for each rapid cycle. The data addressed time (how long it took to complete the survey) and ease of completing the survey. These data were displayed in run charts to assess progress toward the measurable goals outlined in the aim statement.