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Agenda Item Number: ORANGE COUNTY BOARD OF HEALTH AGENDA ITEM SUMMARY Meeting Date: October 24, 2018 Agenda Item Subject: Customer Satisfaction Survey 2018 Attachment(s): Personal Health Client Input Surveys 2018 Staff or Board Member Reporting: Pam McCall, PHSD Director; Victoria Hudson, Interim EH Director; Carla Julian, Dental Clinic Manager Purpose: ____ Action _ X_ Information only ____ Information with possible action Summary Information: Per Board of Health Policy and Accreditation standards, annually staff will present to the Board of Health results of patient and client input on services received, including any corrective actions deemed necessary to improve services. Personal Health: The majority of the measures show satisfaction rates of greater than 90% for both clinic sites. Areas of improvement include increasing the sample size and assessing our survey to assure we are capturing helpful information. Dental Health: The patient satisfaction surveys continue to reflect high satisfaction rates for services provided, clinic wait time, and courteousness of staff and providers. Areas on which to obtain new data include satisfaction with hours of operation, likelihood of seeking services at a Chapel Hill Clinic, and delineating wait times for different types of appointments. Environmental Health: The Customer Satisfaction Survey was analyzed for September 2017- September 2018. There were 178 responses. There was a marked increase in the number of FLI service respondents which is attributed to the increase number of FLI emails being sent. Open comments are often very complementary and about helpfulness of OCEH. Comments are used in performance reviews and in opportunities for quality improvement when a comment may be critical of professionalism or wait times. The customers and community are generally very satisfied with OCEH but there may be measures that are missing. Open comments give more information which is not as measurable. There is