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Agenda Item Number: <br /> <br /> <br />ORANGE COUNTY BOARD OF HEALTH <br />AGENDA ITEM SUMMARY <br /> <br />Meeting Date: October 24, 2018 <br /> <br />Agenda Item Subject: Customer Satisfaction Survey 2019 <br /> <br />Attachment(s): Personal Health Client Input Surveys 2019 <br /> <br />Staff or Board Member Reporting: Pam McCall, PHSD Director; Victoria Hudson, <br />Interim EH 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: Medical clinic clients were surveyed for one week at both sites during <br />the month of June. There were a total of 85 completed surveys. Responses were <br />overwhelmingly positive about the care received. The negative responses and <br />comments reflected concern about wait times and difficulty getting an appointment. We <br />attribute this to staff shortages during that time. <br /> <br />Dental Health: Ongoing patient satisfaction surveys sent by email or text 2 days after <br />appointments through Solutionreach have only an 11% response rate. Paper surveys <br />were done for one week in August 2019 for a total of 32 Spanish and 44 English <br />surveys. Responses were primarily positive but comments indicated some <br />improvements are needed in check-in and checkout procedures. <br /> <br />Environmental Health: <br />Environmental Health Customer Satisfaction was measured by survey for the period <br />September 2018- June 30, 2019. The annual cycle was adjusted to align with the fiscal <br />year. There were 98 responses. The overall satisfaction with Environmental Health <br />Retail Food Inspections Program, Lodging, and Institutions is 85% “excellent or good.” <br />The overall satisfaction with Environmental Health Onsite Water Protection Program <br />services is 86% “excellent or good.” An area of improvement includes improving client <br />satisfaction with response time.