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Using Customer Feedback to Ensure Performance Excellence

Learn from Dr. Yvonne Simmons Howze about integrating customer feedback for operational improvement in healthcare services. Understand the concepts of leadership, data analysis, and continuous improvement.

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Using Customer Feedback to Ensure Performance Excellence

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  1. Using Customer Feedback to Ensure Performance Excellence Dr. Yvonne Simmons Howze Section Director Health Information and Vital Statistics Department of State Health Services

  2. Performance Excellence Conceptual Framework • Leadership/Followership • Planning • Teaming/Valuing • Data Collection, Analysis and Reporting

  3. Performance Excellence W3/W4 Who Are Our Customers? What Do They Want? What Can We Reasonably and Feasibly Do About What They Want? What Are They Holding Us Accountable For?

  4. Performance Excellence

  5. Performance Excellence Measures Timeliness/Responsiveness • Cycle Time Accuracy • Getting it right • Getting it right the first time

  6. Performance Excellence Measures Empathy • I need this because… • I need this now because… Courteousness Voice and Tone Polite Manner/Civil

  7. Performance Excellence Types of Measures Quantitative Effectiveness (#s, %, rates) • Efficiency ($) Qualitative • Impact (How did it change lives?)

  8. Performance Excellence Two Main Types of Research Basic Surveys, Interviews Applied Focus Groups

  9. Performance Excellence Types of Questions Multiple Choice Dichotomous Open-Ended

  10. Performance Excellence Surveys (Basic Research) • To determine level of customer satisfaction • To increase customer loyalty • To improve operations

  11. Performance Excellence Quantitative Surveys • Pencil and Paper • Electronic/On-line • Telephone • Face-to-Face

  12. Performance Excellence Constructing Simple Surveys Elements: Protocol/ Administration Format Content Language Measurement

  13. Performance Excellence Samples and Examples

  14. Performance Excellence Considerations for Surveys • Personalized (Name, e-mail address, etc.) • Stated Purpose • Similar Rating Scale • Comments Section • How/Where to Submit • Thanks for Completion

  15. Performance Excellence Focus Groups (Applied Research) To drill-down on a particular topic To verify or clarify survey results To create an interactive opportunity in a more relaxed setting

  16. Performance Excellence Focus Groups Open-ended Questions Only 6-8 people preferred Participants should be hand-selected, but have a common interest in topic Need a Facilitator and a Scribe Should record the session No more than 2 hours

  17. Performance Excellence So What? Systematic—on-going effort Scientific—data collected, analyzed, and reported Everybody involved

  18. Performance Excellence Systematic (on-going) Baseline Targets Trends Comparisons Special versus Common Causes

  19. Performance Excellence The CORE • Operational Insights • Evidence of Impact • Reporting and Distributing • Continuous Improvement

  20. Performance Excellence How can you speak of the ocean if you never leave the pond?

  21. Performance Excellence Dr. Yvonne Simmons Howze 512/458-7437 yvonne.howze@dshs.state.tx.us

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