Hello Everyone,
The Jefferson County Department of Health in Birmingham, Alabama is considering creating a Customer/Client Advisory Council or similar structure for bi-directional communication with those we serve through our health centers. In addition to core public health, we provide primary care services to our county's residents. We are seeking to learn from other health departments who current have or have had in the past Customer/Client Advisory Councils. Specifically, we are interested in learning:
1. What is or was the purpose of the Advisory Council?
2. How does or did the Advisory Council inform your health department's work?
3. How did or do you identify and select Advsiory Council members, and did or does your Advisory Council include health department patients?
4. What are the responsibilities of your Advisory Council members and any health department staff that support the Advisory Council?
5. How many Advisory Council members do you have and how large is the population you serve?
6. What is/has been your experience with your Advisory Council - the good, the bad and the the ugly?
7. If you would be willing to provide additional information, please contact me at bryn.manzella@jcdh.org or call 205-930-1578.
Thank you in advance for your help!
Bryn Manzella, Director of Quality Improvement
Bryn - Are you willing to
Bryn - Are you willing to summarize and share feedback you have received related to this request for information about customer advisory councils?
- Ty Kane
Ty,
Ty,
To date, there have been no responses to my inquiry. If I receive them, I'd be delighted to share.
Bryn
Bryn Manzella, MPH
Director of Quality Improvement
Jefferson County Department of Health
1400 6th Avenue South
Birmingham, AL 35233
205-930-1578
bryn.manzella@jcdh.org
Hi Bryn, since you posted
Hi Bryn, since you posted this question, have you pursued or been able to create a customer/client advisory council?
Gurleen Roberts, MPH
Director of Quality Management
Cobb & Douglas Public Health
Marietta, GA
gurleen.roberts@dph.ga.gov
Gurleen,
Gurleen,
The Jefferson County Department of Health has not established a customer/client advisory council. Given the lack of response to this inquiry, I will not be pushing as hard for this.
Bryn
Bryn Manzella, MPH
Director of Quality Improvement
Jefferson County Department of Health
1400 6th Avenue South
Birmingham, AL 35233
205-930-1578
bryn.manzella@jcdh.org
Hi Bryn, I personally do not
Hi Bryn, I personally do not have experience with a customer/client advisory council, but could this same type of feedback be received from customer satisfaction surveys and the board of health meetings that are open to the public? Instead of creating a separate council to address this concern, we have taken the results from the customer satisfaction surveys and discussed them with the QI Council, who then determine if a QI project is appropriate.
Gurleen Roberts, MPH
Director of Quality Management
Cobb & Douglas Public Health
Marietta, GA
gurleen.roberts@dph.ga.gov
Hi Bryn,
Hi Bryn, I just wanted to chime in and point you to one of our archived webinars, Using a Quality Council to Advance Performance Management and Quality Improvement. Stacy Wenzl from the Spokane Regional Health District did a great job with this presentation and spoke briefly about how their QI Council monitors and oversees customer service across the entire agency. It sounds similar to what Gurleen described above. You can view the recorded webinar, slides, and related Q&A document here. Stacy starts talking about the role of the QI Council about 16 minutes into the recording. I hope this helps, and best of luck!
Laura Arena, MPH
PHQIX Communications Lead
RTI International
contact@phqix.org