NNPHI Kaizen Program: Client Feedback Process

To increase the number of client feedback forms submitted (to 43 per month) across all of CCPHD's programs and services by conducting a 4-day Kaizen event during the week of February 24–28, 2014. For • Clients who visit CCPHD • QI committee members (review feedback received) • Public health managers (review, respond, and make informed decisions based on feedback received) • All staff (implement QI projects based on community input) So that • Clients receive quality services that meet their unique needs • Clients know they have an avenue to provide feedback to CCPHD • Clients feel confident that their feedback will help shape improvements to the services provided by their local health department • Staff gain knowledge and experience in implementing QI projects • Staff are aware of the process to solicit feedback from the individuals they serve • CCPHD uses client feedback to prioritize and make improvements Beneficiaries • All clients served by CCPHD • Staff and managers What will be measured • Increase the number of feedback forms received • Increase the number of improvements implemented based on feedback How it will be measured • The number of completed client feedback forms submitted • The number of submitted feedback forms that result in process improvements being implemented within the division (longer-term goal) Targets • A minimum of 128 contacts per month across CCPHD (about 5% of monthly contacts) by July 2014 • Three to five process improvements implemented per year based on client feedback by December 2014 Conditions • Timely service delivery is maintained • Consistent outreach and distribution are provided to all clients served • Changes in the customer satisfaction processes are communicated in advance, and staff input is addressed as soon as possible

CCPHD has selected a QI project focused on improving its customer satisfaction process. Although a formal policy was created with the involvement of CCPHD’s QI committee in January 2013, it has become apparent that the specific process of gathering client feedback across all of CCPHD’s programs and services has not been fully addressed. As a result, it has become a challenge to adequately review the customer satisfaction process and make improvements.

Customers • The majority of clients are not aware of CCPHD’s feedback process or are not given easy ways to provide feedback (8–16 feedback forms are returned each quarter). • Clients do not quickly see the outcome of their feedback. Financial • Currently, an e-mail function is available (not ideal). • There may be an expense to make the committee card available via an online form. Program teams • There is a lack of engagement within many of CCPHD's programs and services (about half of the programs distribute regularly and are unable to make conclusions based on six comments per quarter during committee review). • The program currently lacks meaningful review by the QI committee.

Measures: Current information from clients is not helpful for trending or making improvements to the organization. People: Staff are not consistently following the process, and programs are implementing the process differently. Environment: Physical locations of feedback forms need to be improved so that they are more accessible to clients. Materials: The current form is not easy to complete (long, wordy, etc.), and current multiple versions of the survey are collecting different information. Systems/equipment: No online submission option is available.