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MINUTES ORANGE COUNTY BOARD OF HEALTH November 18, 2020 V. Educational Sessions A. Customer Satisfaction Survey Dr. Stephanie George, Dentist, presented the results from the Dental Health Services patient satisfaction surveys that 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 51 responses received since May 2020. The surveys were also provided at checkout from August 25t" through September 1 It with 19 Spanish and 20 English collected. Some of the results included: • 95% (English paper surveys), 95% (Spanish paper surveys) were satisfied with overall experience; 100% (English paper surveys), 100% (Spanish paper surveys) agreed front desk staff and dentists were courteous and responsive to needs; and • 95% were satisfied with interpretation services. While majority of the responses were positive, two "needs improvement" comments from the Spanish surveys were the lack of availability of appointments and requesting that dental assistants have a little more patience with children and trying more to make them feel safe and not afraid. The English surveys had one "needs improvement" comment that also mentioned the length of time to get an appointment. Victoria Hudson, Environmental Health Director, began by stating that only 89 responses were received which is considerably lower than the usual average number of 150-170 responses the division receives. Ms. Hudson stated that there was almost an even response rate over the four quarters; however, there were less Food and Lodging responses. There is a link to the customer service survey on the Environmental Health (EH) webpage and in the signature line of all EH staff. Some of their results included respondents expressing rates of general satisfaction of 90% excellent and 10% good. The EH division worked on increasing staff promptness and response time over the past year starting at the: 1) inception of the initial evaluation of any application that comes into the EH's office, 2) the amount of time it takes to do any background research, 3) any field visits and/or investigations, any potential legal analysis of proposed operations and 4) the time to generate reports, site plans, etc. Ms. Hudson stated that the EH division accomplished the goal of making their delivery of services as seamless as possible after COVID response. Some targets for 2020-2021 include to improve perceptions about response time by 25%, increase submittal rate by 10% for On-Site Water Protection (OSWP) and to increase the submittal rate by 25% for Food and Lodging Inspections (FLI). The BOH members had questions that were addressed by Dr. George. B. Mobile Dental Van Update Dr. Monica Meng-Haggerty, new Dental Director, began by introducing herself to the Board. The Mobile Dental Van (MDV) will be housed at the Southern Human Services Center in Chapel Hill in a designated parking area for which construction started last week. The anticipated finish S:\Managers Working Files\BOH\Agenda &Abstracts\2020 Agenda &Abstracts/ November Page 2