Client satisfaction surveys: Administering and reporting in public health units

The Joint Commission requires healthcare organizations to evaluate and measure the effectiveness of services via a client satisfaction survey, and to use the information for service improvement. This study describes how Lean was used to propose improvements on the process of administering and reporting feedback from the client satisfaction survey conducted in health clinics under the Louisiana Office of Public Health (OPH). The purpose of the survey is to monitor perceived quality of services delivered at health clinics throughout the state on an ongoing basis to improve quality of service and client satisfaction. However, clinics did not have a standardized process for collecting and inputting survey data, which left the Office of Public Health with incomplete information regarding the quality of services. A Kaizen approach was used to address the inefficiencies and included the following steps: 1) identify the current problem, 2) define the process, 3) redesign the process, 4) implement solutions, and 5) manage and measure. The Kaizen resulted in an improved survey form, sampling plan and standard guidelines for survey administration and feedback reporting to each health unit. Lessons learned from this study are discussed and used to propose guidelines to streamline the process and improve response rates.