HSAC agenda 031593 - Laserfiche WebLink

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Services Management Team will be discussing various wars of collecting this information. He also commented that each human service department within the county will be collecting client satisfaction information. BOARD OF COMMISSIONERS - Commissioner Willhoit commented that. the Commissioners have an informal citizen feedback system. He mentioned that e --lit interviews for volunteers serving on Boards arid Commissions would serve an important function. UNITED WAY - Rosemary Summers indicated that no client, satisfaction surveys have been undertaken by United Wad- . She commented that focusing on people who need services but do not request: or receive them needs to be a part of any customer satisfaction survey-. It is important to CAscertain why people in need do not receive or rec-luest. services. She mentioned that United Way has completed their allocations for the `-ear. It was necessary- to reallocate funds because the financial goal was not reached. Some money was taken from the reserve and administration costs were cut. The actual cut to agencies was minimized as a result of those measures. UNC MEMORIAL HOSPITAL - Jan Riordan reported that the hospital has a series of steps in place to track client satisfaction. "Focus Groups are interviewed. - Discharge patients are given a post card to complete. They are also called N, - ithiii two weeks after discharge and asked about their sta,- . "Surveys are conducted with physicians, both faculty and referring p1-- lysicians are included in this part of the data collection. "Galli.ip conducts a survey of all Hospital employees and compares the results to 500 other organizations who offer the similar services. A difficulty with this part of the client satisfaction process is that there are so fey.- teaching Hospitals participating with Gallup -> in this tviDe of information gathering. "Shadowing Experience - Rising senior nursing students and new employees follow a patient to each of the places they must go during their admission process. They° silently shadow the patient in order to become familiar with the experience. Client Satisfaction reports will presented for the follo`,ing departments at, the March meetin° : Department of Social Services, Advisory Board on aging. Health Department and Orange Congregations in Mission and OPC Mental Heal -,Lh. Commissioner W illhoit mentioned that in trach_iriL�' client satisfaction we need to keep in mind that in some situations we are successfully doing our job but the client would not perceive that.