NNPHI Kaizen Program: Client Feedback Process
A gap was identified within the client feedback process at Clackamas County Public Health Division (CCPHD). (Not enough feedback was being gathered from clients to make improvements.) The goal of the quality improvement (QI) initiative was to increase client feedback received across all of CCPHD's programs and services so that (1) division improvements would stem from and focus on client satisfaction, (2) clients receive quality services that meet their unique needs, (3) clients know they have an avenue to provide feedback to CCPHD, (4) clients feel confident their feedback will help shape improvements to the services provided by their local health department, (5) staff gain knowledge and experience in implementing QI projects, and (6) staff are aware of the process to solicit feedback from the individuals they serve. Success was measured by the increasing number of completed client feedback forms and division improvements implemented based on feedback received each quarter.
Mason, P. Public Health Quality Improvement Exchange. NNPHI Kaizen Program: Client Feedback Process. Wed, 09/10/2014 - 14:52. Available at http://phqix.org/content/nnphi-kaizen-program-client-feedback-process. Accessed July 14, 2020.