Client Experience
Goal: By December 2018, the organization will improve its client satisfaction with reaching a provider when the clinic is closed to 4.0 on a 1-5 scale (June 2018 score = 3.6)
Outcome: We did not reach our goal of improving client satisfaction with reaching a provider when the clinic is closed. Our survey scores over time are as follows:
Why is this important? Twice a year we conduct client experience surveys to help us better understand and address the needs of our clients. The results are invaluable: they help us more effectively serve our clients and advance our mission. After each survey, we develop goals so that we’re addressing—and holding ourselves accountable to—these survey results. This year, our goal is to improve client satisfaction with reaching a provider when the clinic is closed to 4.0 on a 1-5 scale (June 2018 score = 3.6).
How do we collect client experience feedback? Starting in November 2017, we began using the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG CAHPS) survey, a standardized tool that allows us to compare our clients’ experiences to clients across the country. We conduct the survey twice a year—during the summer and the fall. Clients from Fallsway, West Baltimore, and Baltimore County clinics are invited to take the survey on a laptop in a clinic lobby or over the phone. Survey questions are set up to measures access, communication, comprehensiveness, continuity, coordination and whole-person care/self-management support.
What did we do to try and reach our 2018 goal?
- Posted flyers with the after-hours number around clinics
- Highlighted the after-hours number on appointment cards when clients schedule their next visit
- Moved the after-hours number to the front of appointment cards
- Identified and addressed other indirect issues that may affect how someone responds to this question (inclement weather policy, grievance policy, etc.)
What's next?
- We have observed that some parts of our population are still unaware of the after hours number. We are considering new ways to bring it the attention of these groups, including communications aimed specifically at new clients.