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MINUTES - Draft ORANGE COUNTY BOARD OF HEALTH October 23, 2019 S:\Managers Working Files\BOH\Agenda & Abstracts\2019 Agenda & Abstracts/ October Page 3 the amount of poor experiences, by increasing the service level of response, and by fully communicating with applicants. Carla Julian, Dental Clinic & Compliance Manager, presented the results from the Dental Health Services patient satisfaction surveys which were collected. The surveys were sent using Solutionreach patient engagement software via text or email one day after the client’s visit. There was an 11% response rate with 85 responses received. The surveys were also provided at checkout during the week of August 19th with 32 Spanish and 44 English collected. Some of their results included: • 82% (English paper surveys), 90% (Spanish paper surveys) were satisfied with overall experience • 86% (English paper surveys), 90% (Spanish paper surveys) agreed front desk staff and dentists were courteous and responsive to needs. While majority of the responses were positive, one needs improvement comment from the Spanish surveys was that a shorter wait time between appointments is needed; while the English surveys needs improvement comments mentioned that the front desk staff wasn’t pleasant and the pricing/sliding scales weren’t clearly explained at check in. Ms. Julian stated that they’ve added additional training in customer service and are working with staff to prevent them from being robotic in their explanation of pricing with clients. Ms. Julian stated that adding a dental hygienist has helped but there is still a demand for services. The wait time for a new patient appointment is 4 months which is comparable to that of a private dental office. The wait time for cleaning is 6 months for English-speaking clients; while it’s 7 months for Spanish-speaking clients. Ms. Julian explained that the wait time is longer for Spanish-speaking clients due to limitations in interpreters. Pamela McCall, Personal Health Services Director, presented on the surveys collected in both medical clinics during one week in June 2019. There were 37 surveys collected at the Chapel Hill clinic while 48 were collected at the Hillsborough clinic. Ms. McCall stated that the questions were in the agree or disagree format. Neither clinic received a disagree response. Most comments were positive comments regarding staff and treatment received. Some of the comments from clients included: • I am satisfied with the services provided. • I like coming here very much. Always a good experience. • Possibly decrease waiting time for patients during visit. • Maybe have more doctors so that they can see more patients and there are available appointments. Ms. McCall stated the wait time for clients was due, in part, to being short staffed/turnovers as it’s hard to recruit and retain public health nurses which is also a statewide issue but mentioned that she’s in the process of hiring additional staff. The BOH had questions that were addressed by Ms. Hudson, Ms. Julian and Ms. McCall. C. 1st Quarter Financial Reports & Billing Dashboard Reports