Approved Minutes of October 25, 2023

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MINUTES-Draft ORANGE COUNTY BOARD OF HEALTH October 25, 2023 Health is in the unique position of both regulating and serving their client base. Ms. Hudson also said that Environmental Health is inherently based on laws and regulations, which means some amount of delays are inherent to the process and can sometimes lead to frustration among the people they serve. • To provide a `sneak peek' at next fiscal year's survey results, Ms. Hudson randomly sampled clients served over the past year. Preliminary results suggest that respondents like the new online pay portal, appreciate the changes to the email system to improve email accessibility, and feel the department is more responsive, as having a full staff makes a difference. • In response to Dr. Crandell's question about the two-week turnaround for applications, Ms. Hudson explained that once the department receives an application, staff has 14 days to make it to the property and perform an inspection. If any deficiencies are found, staff notifies the applicant, and the applicant then has 60 days to correct the deficiencies and reapply. Dr. Crandell then asked if the 14-day window presents difficulties to staff or if they can meet this consistently, and Ms. Hudson said that the staff make it work. • Mr. Whitaker had several questions about the drone photos included in the presentation, particularly regarding who was taking the photos and with what drone. Ms. Hudson explained that a staff member, Mel Caesar, has been taking the photos using his personal drone, but that the department is planning to purchase their own as the photos provide valuable documentation. Dr. Royce asked for an explanation of the drone photo of a septic system installation, which Ms. Hudson then provided. Personal Health Services Ms. Spey, Public Health Nurse Supervisor, explained that Personal Health Surveys consisted of three different surveys based around services provided — Maternal Health, Family Planning, and Child Health. She reviewed the results of the 80 responses received across all three surveys. Overall, 100% of respondents felt good or great about the level of courtesy and respect from clinic staff and that staff listened and explained care clearly. However, there were concerns about wait times, particularly time between scheduling an appointment and being seen and length of time spent in the waiting room. • Ms. Spey said that more providers have been hired to reduce wait times and increase access. As some respondents expressed concerns about clinic cleanliness, Ms. Spey also shared that there is a plan to audit this, as they are unsure if it is an issue with the custodial staff or the clinicians. • In response to Dr. Pickett's question about the Likert scale values, Ms. Spey explained that the ranking was Great->Good->Fair->Ok based on the default values that came with SurveyMonkey, and that on past paper surveys they used stars. Dr. Stuebe suggested using different values in the future, as 'Ok' and `Fair' seem very similar. Ms. Stewart shared that the health department will be moving to a new survey platform through Microsoft Teams soon so it will look different next year. • Mr. Bagby asked whether the surveys distinguished between and compared the Chapel Hill and Hillsborough clinic locations, to which Ms. Spey replied generally yes, but the Chapel Hill clinic had been closed for the 2022-2023 fiscal year, so this survey did not. • In response to Mr. Bagby's question about whether there is any kind of standard benchmark or peer counties to which we compare our customer satisfaction survey results, Ms. Spey responded that these surveys are based on a standard survey model, but she is not sure if there is a comparison and she could find out. Ms. Stewart added that the health department generally does not compare itself too closely to other counties to better focus on the needs of its own community. Mr. Whitaker asked if these S:\Managers Working Files\BOH\Agenda&Abstracts\2023 Agenda&Abstracts/ October Page 4