Client experience survey

10.18.16

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!

 

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