Standard 9.1 Use a Performance Management System to Monitor Achievement of Organizational Objectives

Implementing an improved process to collect customer feedback resulted in a staggering increase in customer satisfaction survey responses, from an average of 12 per month to more than 1,000 per month. The feedback will greatly enhance Manatee County Health Department’s (DOH-Manatee’s) performance...

In becoming ready for PHAB accreditation, the City of St. Louis Department of Health’s performance management team used quality planning to create, test, and install a performance management system. The process included a fishbone diagram of the barriers to a culture of quality, an affinity diagram...

Team uses creativity to positively engage staff which enabled measurable improvements to be made to a critical agency process directly impacting the public. After the event, processing time was reduced substantially to a rolling average of 12.5 business days from the previous average of 30 business...

The DeKalb County Board of Health used a kaizen event to decrease the labor time and increase the accuracy of filing death certificate registrations. Improving the process resulted in labor savings, better cash flow and improved performance for customers in providing accurate and timely filing. The...

The tribal health department used QI to increase the number of parents using car child seats correctly from 30 to 65% using new dramatic visual presentations and enhanced car safety seat installation demonstrations. This will save children’s lives and reduce auto related injuries.

Clark County Health Department increased the percent of eligible families that are referred to Kentucky’s home visitation program for new and expectant parents from 24% to 56%. Evidence indicates that increased participation in this program will positively impact preterm birth rates, low and very...

Pregnant women face economic barriers to receipt of pertussis vaccines, increasing risks for infant transmission of the disease. Using PDSA and rapid cycle improvement, the health department partnered with a prenatal care provider to increase Tdap coverage from 1% to 49% of pregnant women whose...

A systematic 9- step approach to manage access to prenatal care was the key to improving access to medical exams within the first 2 weeks of a positive pregnancy test. This systematic approach removed previous barriers that caused a delay in the process from pregnancy testing to initial medical...

By improving processes in its WIC program, the Wood County Health Department has made WIC education more accessible to clients, increased client satisfaction, and freed up staff time to complete other work assignments.

Compliance with required school immunizations rose after completion of a review of school immunization records was coupled with better methods of contacting parents. As a result, both children and the wider community experienced less spread of diseases.

Yadkin-County Health department used QI tools and methods decrease the time for notifying clients of abnormal Pap smear results, enabling clients to make informed decisions about follow-up care.

SRHD reduced the number of water recreation facilities with violations that required re-inspection, resulting in better efficiency and reduced risk of illness and injury among community members.

This six-county health district department used QI to achieve a 75% increase in response to satisfaction surveys by customers of their environmental health services.

The Health Department improved the process for obtaining birth and death certificates so customers weren’t forced to miss time from work or take other extraordinary steps to obtain these vital documents in a timely fashion.

In order to improve client satisfaction and increase the efficiency of WIC visits, this medium size local health department used QI to improve their Open Access appointment system. They were able to reduce the time for a complete WIC visit by 25% and increase participant satisfaction to 96%.