BOH Final Minutes of October 27, 2021

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MINUTES - Draft ORANGE COUNTY BOARD OF HEALTH October 27, 2021 V. Educational Sessions A. Customer Satisfaction Survey Victoria Hudson, Environmental Health Director, began by stating that 90 responses were received during the analysis period of October 2020 to September 2021, which included a hybrid of the old and new consolidated survey. November has the most responses as there was a new survey invitation link sent. There is also a link to the customer service survey on the Environmental Health (EH) webpage and in the signature line of all EH staff. Ms. Hudson stated that she wanted to focus on public perceptions. Below is a summary of the overall responses: • Rating of professionalism — predominately good and excellent • Is EH really making a difference — mostly strongly agreed with 1 strongly disagreed • Is the Onsite Water Protection Program (OSWP) making a difference —the responses were varied ranging from strongly agree, neutral to strongly disagree In relation to the OSWP, Ms. Hudson added she'd like to make the process more streamline and efficient so that the consumer doesn't feel like they're having to wait. Targets for 2020-2021 weren't reached; therefore, they've become a part of the targets for 2021-2022, which include to: • Return to an Environmental Health specific survey • Include the perception measures form the department survey • Increase submittal rate by 10% for OSWP AND 25% for FLI • Use the measures to make policy decision that improve the client experience Caroline Shumaker, Dental Clinic Coordinator, presented the results from the Dental Health Services patient satisfaction surveys that were collected. The OCHD switched to a consolidated survey in November 2020. There was a goal to attempt to collect 20 paper surveys each month at checkout. Surveys were automatically sent using Solutionreach patient engagement software via text or email one day after the client's visit. There were a total of 200 responses received during November 2020 to October 2021. Some of the results included: • 96% (English paper surveys), 98% (Spanish paper surveys) were satisfied with overall experience; • 96% (English paper surveys), 100% (Spanish paper surveys) agreed front desk staff and dentists were courteous and responsive to needs; and • 98% were satisfied with interpretation services. While majority of the responses were positive, English survey suggestions for improvements included shorter wait times for appointments and that "the treatment wasn't explained well. Spanish survey suggestion for improvement also mimics the English ones in that shorter wait times for appointments. Quintana Stewart, Health Director, presented the results from the Medical Clinic surveys. The S:\Managers Working Files\BOH\Agenda &Abstracts\2021 Agenda &Abstracts/ October Page 2