The Sexually Transmitted Disease Client Survey Process: Standardizing the Process to Increase Survey Return and Client Input

Summary

Impact Statement: 
The local health department improved how they got customer satisfaction information from clients at their sexually transmitted disease clinics, enabling them to use the feedback to increase client satisfaction, improve program efficiency and provide culturally-appropriate services.
Summary: 

Allegan County had a 4% survey return rate, and this was identified as an area for improvement. A Plan-Do-Study-Act (PDSA) continuous quality improvement (CQI) project occurred. The AIM statement was created: “Between September 1, 2010, and November 30, 2010, 50% of STD clients presenting for care at Allegan County Health Department (ACHD) will complete and return a survey to STD staff.” After utilizing different CQI tools, such as a fishbone diagram, the team identified that the current survey process was not standardized; different staff implemented the survey differently. The sexually transmitted disease (STD) team created a standardized survey process utilizing a process map to which all staff adhered. The STD team changed the process to include time during the appointment itself for clients to fill out their survey. The return rate increased to 75% during the Do stage of this CQI project. The team decided to adopt the process as the standardized process in its program. This has allowed for better program/services evaluation because the client is able to provide input.

Organization that conducted the QI initiative: 
Allegan County Health Department
Citation: 

Joynes, A. Public Health Quality Improvement Exchange. The Sexually Transmitted Disease Client Survey Process: Standardizing the Process to Increase Survey Return and Client Input . Fri, 11/17/2017 - 12:00. Available at https://www.phqix.org/content/sexually-transmitted-disease-client-survey-process-standardizing-process-increase-survey. Accessed October 19, 2018.

Submission Status: 
Completed
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