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MINUTES <br />ORANGE COUNTY BOARD OF HEALTH <br />February 28, 2008 <br />Board of Health Minutes Transcription completed by Anne Miles Cassell 6 February 28, 2008 <br />before being provided services or if patients are billed. Angela Cooke replied that most <br />dental patients expect to pay for their services. In the case of primary care there is a <br />specified co-pay at the time of each appointment. <br /> <br />Ernie Dodson asked what efforts are made to collect unpaid balances. Dr. Summers <br />replied that patients are billed for 3 months in a row trying to collect. Staff works with <br />patients to establish a payment plan. Title X states that we can charge but we cannot <br />pursue collection, at least for family planning patients. <br /> <br />Motion to approve the write-off of delinquent accounts was made by Moses Carey, Jr., <br />seconded by Sharon Van Horn, and carried without dissent. <br /> <br />G. Customer Service Survey Results <br /> <br />Each of the Divisions that have a major direct service component has implemented a <br />customer service survey that provides feedback on service provision. The Board was <br />provided with copies of the surveys and results for review. The surveys are in English and <br />Spanish. After surveys are gathered and analyzed, the results are discussed in a staff <br />meeting with the appropriate unit so that corrective actions can be formulated if <br />needed in order to improve the Department’s service provision. This is one way that the <br />Department can be more responsive to public input on our services. <br /> <br />The results were presented to the Board for further discussion by each responsible <br />Division Director, Angela Cooke, Dental Health Services, Tom Konsler, Environmental <br />Health Services, and Wayne Sherman, Personal Health Services. Personal Health has <br />been utilizing customer surveys for feedback on service provision for several years. <br />Environmental Health and Dental Health surveyed their customers for the first time this <br />past year. <br /> <br />Sharon Van Horn noted the comment on the Environmental Health survey that <br />recommended inspections be standardized. Tom replied the process is standard but <br />staff will be working on calibrating their inspection procedures. <br /> <br />Angela Cooke commented that several issues brought out in the surveys are being <br />addressed, such as waiting area being too small, and obtaining services of a full time <br />dentist. <br /> <br />Wayne Sherman stated that the Personal Health Services Division has been doing <br />surveys every six months for several years to keep abreast of customer concerns. He <br />commented that most patients expressed satisfaction for the services they received. <br />One suggestion from the survey was to provide memo pads in the interview room for <br />patients use to write down issues they want to ask the provider about. This has now <br />been implemented. <br /> <br />Jessica Lee asked if the department accepted credit cards as payment. Dr. Summers <br />stated that the cost of that service has been a barrier to the county offering them in the <br />past. Medical patients and Environmental Health customers have asked for that service <br />in the past. The department will continue to pursue the possibility of providing that <br />service for clients; however the county will require us to pass along the convenience