We are readying to administer our annual client experience survey. Read how the survey will play out in all our clinics over the next four weeks.

Survey overview + purpose

The annual client experience survey is one of many ways—and the primary qualitative way—we measure how we’re doing at delivering care and services to our clients. It is a two-page survey that will be administered to clients in two ways: verbally by a vendor over the phone and via tablet in our clinic lobbies. A plan for exactly how the survey results will be used and communicated will be developed once the results are analyzed.

Survey administration

• The survey will be administered during a four-week window, between Monday, Oct. 24 and Friday, Nov. 18.
• It will be administered by a vendor, Metrix Matrix, by phone and on client-accessible tablets at all clinics.
• The vendor suggests a 95% confidence level with a 5% margin of error, which gives us a target sample size of 371. Broken down across our sites, this includes the following requirements for in-person participation:
  • Downtown (421 Fallsway)—98
  • West Baltimore—14
  • Baltimore County—9
• Volunteers will assist with the clinic-based in-person survey administration
• Clients have the option of completing both the phone and in-person surveys in Spanish

Your role

Please encourage clients to participate in the survey. Without their input, we can't get better at what we do!