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3. Do we hear reports back from customers /clients that the responding employees are surly? <br />(this referenced staff being tired from overtime) The Chair paraphrased the question, are <br />internal challenges reflected in service delivery? <br />a. Yes, we do hear back from customers about employee performance. These <br />reports range from areas that need improvement to kudos. Most of the feedback is <br />received by email or regular mail. We share both with our employees to help <br />them either improve their performance when it is lacking, or sustain and improve <br />their performance when they are doing something very good. <br />b. In one situation, a video was made through the UNC media group about a patient <br />that had one bad encounter with a single employee, but had several very positive <br />encounters with others. I would like to share this video with you and the BOCC <br />in support of an initiative in the Strategic Plan called Community Medicine (some <br />folks call it Community Paramedics). It is touching and really shows how we do <br />make a difference in people's day to day lives. <br />I hope that I've adequately answered the questions that were posed by the Board. Please do not <br />hesitate to request further information of clarification on any of these answers. <br />Best Regards, <br />Jim Groves <br />