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MINUTES-Draft ORANGE COUNTY BOARD OF HEALTH October 25, 2017 S:\Managers Working Files\BOH\Agenda & Abstracts\2017 Agenda & Abstracts/ October Page 2 Dental Health, Personal Health and Environmental Health Services reported their results of patient and client input surveys as well as their improvement plan. The Dental Health Services patient satisfaction survey in September 2017 reflects patient satisfaction with staff friendliness, dental provider listening skills and explanations of care. There were 61 respondents. Some of their results included: • 100% rated staff friendliness and courteousness as good, very good, or excellent • 95% rated their trust in the providers as very good or excellent • 95% rated the providers listening and explanation of condition as very good or excellent A key area for improvement was how long it takes to get an appointment which is currently 9 months for a hygiene appointment. The Dental Health Services’ strategies to improve this include: • Adding UNC Dental School hygiene students on Tuesdays and Thursdays • For cancellations, begin using Solutionreach to send text and email message to all patients waiting for hygiene appointments • Requesting a 3rd hygienist position Environmental Health Services has used the same feedback tool since 2007. Their survey consisted of 18 questions with 2 questions that allow for free form comment on services and 2 questions that provide opportunity for staff recognition. It was collected from September 2016 to September 2017. There were 131 responses collected. Some of their results include: • Food and Lodging Feedback – 93% of clients felt they were kept well informed and/or had a chance to ask questions • Well and Septic Permitting Feedback – 94% of clients reported an overall satisfaction with their services • General Feedback – 97% of clients felt that office staff was professional and courteous Personal Health Services also collected paper patient satisfaction surveys from mid-December to mid-January. There were a total of 114 surveys collected at SHSC and 309 surveys at WHSC respondents. The response rate to interpreter questions was 37 at WHSC and 63 at SHSC. Not all respondents answered all of the questions. The results included: • Satisfaction with location convenience was 99% at both locations • The ease of making an appointment was 97% at WHSC and 100% at SHSC • Overall satisfaction was 91% at WHSC and 96% at SHSC • Satisfaction with interpreter services was extremely high at both clinical sites with 98% at WHSC and 100% at SHSC Positive feedback included: • Everything is good • Everyone is very friendly and courteous • Great service Constructive feedback included: