In late 2016, we conducted our most comprehensive client experience survey to date. The results were mostly positive; our clients trust us and are generally pleased with the care we deliver. But there were a few areas where we saw the need, and opportunity, for improvement—namely communication and access. We administered another survey with the same questions in June 2017, and the results were similar.  

After we received the results for the fall 2016 survey, the Downtown and West Baltimore clinics set out to help clients better reach a provider after hours. In Baltimore County, the goal was to decrease wait time. A comparison between the November 2016 survey and the June 2017 survey revealed a slight score increase on the question associated with the Downtown and West Baltimore clinic goals, though the overall score only increased by .2 points. There was no score change on the question related to the Baltimore County goal. These results aren't bad, but we know we can do better. So we will continue to work towards improving the client experience in all areas, in all of our clinics. From now until the next survey, all three clinics will be focused on communication with our clients and improving the score for "I can reach a provider when the clinic is closed."