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PROVIDING EXCEPTIONAL HEALTHCARE AND EXCEPTIONAL SERVICE THROUGH EXCEPTIONAL PEOPLE…

PROVIDING EXCEPTIONAL HEALTHCARE AND EXCEPTIONAL SERVICE THROUGH EXCEPTIONAL PEOPLE…. Customer satisfaction Survey presented BY: JOSEPH DAKORA. HISTORY.

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PROVIDING EXCEPTIONAL HEALTHCARE AND EXCEPTIONAL SERVICE THROUGH EXCEPTIONAL PEOPLE…

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  1. PROVIDING EXCEPTIONAL HEALTHCARE AND EXCEPTIONAL SERVICE THROUGH EXCEPTIONAL PEOPLE… Customer satisfaction Survey presented BY: JOSEPH DAKORA

  2. HISTORY • E.C. Tyree is a community based clinic which started in 1981 by group of Saint Mark United Methodist Church and Brotherhood Presbyterian Church. • They organized a task force to promote community improvements. • The group identified four areas of interest: voter registration participation, Martin Luther King Jr. Day recognition, a youth employment program, and a health clinic. • In September of 1983 the clinic became known as “the NE Clinic.”

  3. HISTORY CONT’S • In February 1988, the church added Counseling and Outreach Services to provide greater access to community organizations and agencies. • This was in response to the growing disease of alcoholism and substance abuse in the surrounding communities. • The clinic added mental health services in the summer of 2014.

  4. DEPARTMENTS • Medical Department • Dental Department • Mental Health Department

  5. OBJECTIVES • Measure Patient Satisfaction • Develop Data Collection Instrument • Data Analysis

  6. Strategic Analysis • We need to review internal and external data to allow examination of capabilities and weaknesses of the clinic. • Where is the clinic located? • How does clinic interact with the outside world?

  7. Strategic Analysis Cont.'s • How does the staff interact with each other? • Leadership structure • What do we value as outcome?

  8. PATIENT SATISFACTION SURVEY

  9. CRITICAL DECISION

  10. AWARE OF THE INFORMAL STRUCTURE

  11. UNAWARE OF THE INFORMAL STRUCTURE

  12. We often find it easier to spot the ‘foreign’ behaviors, but even when noticing them, we fail to get below the surface where the important cultural information lies. • How do we identify the informal structure of the clinic?

  13. Why is it important to do internal survey of the clinic? • To provide survey-feed back data for intensive diagnostic efforts. • To provide data needed for identifying strengths and weaknesses in the functioning of the clinic.

  14. RECOMMENDATIONS • Conduct surveys at least once every quarter. • Delegate a staff member to take charge of the survey • Review results and act on the feedback • Delegate more responsibilities onto the heads of the different departments. • Staff involvement in all levels helps make improvement more effective • Gather staff input to create an action plan

  15. RECOMMENDATIONS CONT. • Focus on improving a few areas at a time, start with issues that have the greatest impact on the patient experience. • Create systems to reward employees • Patient access to care should be considered the most important. • We need to give feedbacks to patients about their concerns and how they have been acted upon. • Post updates on social media.

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