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MINUTES-Draft ORANGE COUNTY BOARD OF HEALTH October 24, 2018 S:\Managers Working Files\BOH\Agenda & Abstracts\2018 Agenda & Abstracts/ October Page 2 (Dental Clinic Manager, Carla Julian) and Personal Health (Personal Health Services Director, Pam McCall) reported their results of patient and client input surveys and improvement plans. EH Services has used the same feedback tool since 2007. The survey has been in an electronic survey link on every outgoing signature line from EH staff since September 2009. There is also a link on the EH webpage. The survey consisted of 18 questions and allowed an opportunity for free form comments on services and staff recognition. It was collected from September 2017 to September 2018. There were 178 responses. Some of their results include: • Food, Lodging & Institutions had 75% of clients that reported an overall satisfaction with services received; while Onsite Well & Wastewater section had a little less than 70% express their overall satisfaction. • It was reported that about 75% of clients responding rated field staff’s knowledge as excellent; while the 65% rated the office staff’s knowledge as excellent. • From the free form section, comments received were very complementary and spoke of helpfulness and attentiveness. Ms. Hudson stated that the comments are used as opportunities for quality improvement when it’s critical of professionalism or response times. She also spoke of the limitations of the survey, proposing adding a way for return contact when the client’s comment(s) requires clarification. Lastly, she remarked that she’d like all results (overall satisfaction, knowledge and response time) to be at a minimum of 80%. Since July 2017, the Dental Health Services patient satisfaction surveys have automatically been sent electronically to the patient after their appointment via Solutionreach; however, Solutionreach does not have the surveys available in Spanish. Spanish and English paper versions of the surveys were distributed in October 2017. Below are some of the results from the October 2017 English/Spanish surveys. There were 60 respondents. • 78.3% of clients were satisfied with their overall experience and reported that the location of the clinic was convenient. 3% of clients disagreed. • 83.3% rated staff as courteous and responsive to their needs. • 90% rated their dental hygienist/assistant as courteous and responsive to their needs. • 91.2% rated their dentist as courteous and responsive to their needs. Below are some of the results from the Solutionreach surveys that were collected from June to October 2018. There were 73 respondents. • 97% responded good to excellent for dentist explanations, how well the provider listened, and appropriate amount of time spent with patient. • 7% (5 respondents) said ease of scheduling urgent appointments was poor to fair. Clients also reported that they liked the punctuality, attentiveness, feeling of comfort, and staff’s friendly attitudes. Areas for improvement included having the dentist explain problems better, how long it takes to get an appointment, and hiring more hygienists. Ms. Julian stated that most of the dissatisfaction regarding the wait time for an appointment, which was 8-9 months, was