You may also want to check out these slides from the webinar, Customer Satisfaction in Public Health: An Important Part of Your Quality Journey. You can watch a recording of the webinar on our Videos and Webinars page.
I'd be interested to hear from other members of the community regarding any new examples or templates.
We have a policy on our customer satisfaction survey process. We found Seattle King County's document on this very helpful. We used to have one standard survey for all the programs but it never gave us data that was very helpful. So each of our programs that serve external clients created their own survey based on the drivers collected from their clients. We have external client satisfaction surveys, external partner surveys, as well as internal (we are our own customer) surveys. Feel free to email me if you would like to see a copy of our reports/posters/surveys. ladietsch@columbus.gov
We have a policy on our customer satisfaction survey process. We found Seattle King County's document on this very helpful. We used to have one standard survey for all the programs but it never gave us data that was very helpful. So each of our programs that serve external clients created their own survey based on the drivers collected from their clients. We have external client satisfaction surveys, external partner surveys, as well as internal (we are our own customer) surveys. Feel free to email me if you would like to see a copy of our reports/posters/surveys. ladietsch@columbus.gov
Our health department has been doing annual employee satisfaction surveys for more than a decade. Two years ago we changed things up based on work by Marcus Buckingham, author of StandOut 2.0. His research indicated that employees want two things: connection to something bigger than themselves and made to feel special or unique. Following Buckingham’s model, our employee satisfaction survey consists of 8 statements, with Likert scale responses, along with an overall rating of job satisfaction and optional question identifying direct supervisor. The survey results provided agency leadership with information for action. See the attached document for more information; I would also be happy to share more about our agency’s experience. Feel free to email me at cmarthaler@ldchealth.org
We've had our employee satisfaction survey in place since 2009, and most of the questions have remained the same so we can compare over the years. The responses are on a 5-point scale. Out of 33 questions, we have 3 subgroups of questions that are analyzed and entered into our performance management system (communcations rating, technology satisfaction, and employees feeling valued), in addition to the overall score. Each questions allows a text response, and this year, those are analyzed with a SWOT analysis and placed into the Workforce Development plan as a needs assessment. We hope that this will function as a feedback loop and the WFD plan will be part of the action plan for improving employee satisfaction.
In addition, before these questions begin, the employee must select the "program" they work in so the results can be broken down to the program-level and QI can be done.
Hi John,
Hi John,
We have a few resources on PHQIX that may be helpful!
These community forum threads may have some useful information:
This QI Spotlight article, Using Customer Satisfaction Surveys to Assess the Quality of Programs and Services, provides some insights that could be applied to a staff/employee satisfaction survey.
You may also want to check out these slides from the webinar, Customer Satisfaction in Public Health: An Important Part of Your Quality Journey. You can watch a recording of the webinar on our Videos and Webinars page.
I'd be interested to hear from other members of the community regarding any new examples or templates.
Laura
Laura Arena, MPH
PHQIX Communications Lead
RTI International
contact@phqix.org
We have a policy on our
We have a policy on our customer satisfaction survey process. We found Seattle King County's document on this very helpful. We used to have one standard survey for all the programs but it never gave us data that was very helpful. So each of our programs that serve external clients created their own survey based on the drivers collected from their clients. We have external client satisfaction surveys, external partner surveys, as well as internal (we are our own customer) surveys. Feel free to email me if you would like to see a copy of our reports/posters/surveys. ladietsch@columbus.gov
Laurie Dietsch, MPH
Manager of Planning & Accreditation
We have a policy on our
We have a policy on our customer satisfaction survey process. We found Seattle King County's document on this very helpful. We used to have one standard survey for all the programs but it never gave us data that was very helpful. So each of our programs that serve external clients created their own survey based on the drivers collected from their clients. We have external client satisfaction surveys, external partner surveys, as well as internal (we are our own customer) surveys. Feel free to email me if you would like to see a copy of our reports/posters/surveys. ladietsch@columbus.gov
Laurie Dietsch, MPH
Manager of Planning & Accreditation
Laura - thank you for finding
Laura - thank you for finding previous posts on PHQIX! The nine step process featured in the QI Spotlight is a great resource.
Laurie - thanks for sharing your survey policy!
-John
Our health department has
Our health department has been doing annual employee satisfaction surveys for more than a decade. Two years ago we changed things up based on work by Marcus Buckingham, author of StandOut 2.0. His research indicated that employees want two things: connection to something bigger than themselves and made to feel special or unique. Following Buckingham’s model, our employee satisfaction survey consists of 8 statements, with Likert scale responses, along with an overall rating of job satisfaction and optional question identifying direct supervisor. The survey results provided agency leadership with information for action. See the attached document for more information; I would also be happy to share more about our agency’s experience. Feel free to email me at cmarthaler@ldchealth.org
Hi John,
Hi John,
We've had our employee satisfaction survey in place since 2009, and most of the questions have remained the same so we can compare over the years. The responses are on a 5-point scale. Out of 33 questions, we have 3 subgroups of questions that are analyzed and entered into our performance management system (communcations rating, technology satisfaction, and employees feeling valued), in addition to the overall score. Each questions allows a text response, and this year, those are analyzed with a SWOT analysis and placed into the Workforce Development plan as a needs assessment. We hope that this will function as a feedback loop and the WFD plan will be part of the action plan for improving employee satisfaction.
In addition, before these questions begin, the employee must select the "program" they work in so the results can be broken down to the program-level and QI can be done.
Gurleen Roberts, MPH
Director of Quality Management
Cobb & Douglas Public Health
Marietta, GA
gurleen.roberts@dph.ga.gov