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Agenda Item Number: <br /> <br /> <br />ORANGE COUNTY BOARD OF HEALTH <br />AGENDA ITEM SUMMARY <br /> <br />Meeting Date: October 26, 2016 <br /> <br />Agenda Item Subject: Customer Satisfaction Survey 2016 <br /> <br />Attachment(s): Personal Health Client Input Surveys 2016 <br /> <br />Staff or Board Member Reporting: Pam McCall, PHSD Director; Alan Clapp, EH <br />Director; Carla Julian, Dental Clinic Manager <br /> <br />Purpose: ____ Action <br /> _ _X Information only <br /> ____ Information with possible action <br /> <br /> <br />Summary Information: <br />Per Board of Health Policy and Accreditation standards, each year the Board of Health <br />will receive from the staff of the Health Department the results of patient and client input <br />on services received, including any corrective actions deemed necessary to improve <br />services. <br /> <br />Personal Health: <br />The majority of the measures in the 2016 Personal Health client input surveys show <br />continued or increased levels of satisfaction as compared to the 2014 results. <br />The surveys showed client satisfaction with wait times decreased by 3%. Three <br />measures related to staff interactions with clients indicated a 3% or greater decrease in <br />satisfaction. <br />Clinic leadership surmises this could be due to several issues related to staff vacancies <br />including the transition of the medical director and coverage by multiple MDs that were <br />new to clinic; maternity leave for one nurse practitioner and coverage by contract <br />provider; and nursing and clinician staff vacancies. <br />Plans to improve include continuing to assess and streamline clinic processes for <br />greater efficiency as well as filling vacant positions as soon as possible. UNC Family <br />Medicine has agreed to have one main back-up for the medical director. <br />The surveys will be re-administered in December 2016 and the staff will brainstorm <br />ways to increase participation. Future plans include pursuing alternative surveying <br />methods and training staff in patient and family centered care. <br /> <br />Dental Health: <br />The Dental Health Services patient satisfaction survey in June 2016 continues to reflect <br />continued satisfaction with the dental care and education received as well as the