ACCREDITATION
 

The DOH 5-Step Performance Improvement Process provides a systematic way to measure and improve our customer satisfaction throughout the Department of Health (DOH).  Gathering data on our customers' opinions of the services they receive helps us learn how to improve their level of satisfaction. By serving our customers in a timely, transparent and effective manner, we ensure loyal and satisfied customers that are happy to continue using our services -– ultimately impacting the health of Florida's communities.

Background
Customer satisfaction was identified as a DOH organizational priority in 2008, after statewide data analyzed from the 2007 and 2008 County Performance Snapshots indicated customer satisfaction as a department-wide opportunity for improvement. The need for standardized approaches to effectively measure, monitor, improve, and compare customer satisfaction results across the department was identified. In 2008, the Office of Performance Improvement, using the DOH 5-Step Performance Improvement Process, initiated the development of standardized tools to help county health departments (CHDs) and central office programs (CO programs) measure customer satisfaction.

This development process began with the convening of a Customer Satisfaction workgroup, with representatives from both CHDs and CO programs. This workgroup identified six areas most important to our customers. These are the aspects of service that our customers expect every time they interact with staff of the Department of Health:

• Accessibility
  The information or services that customers need should be easily accessible.


 

• Clarity
  The service or information provided by department staff to the customer should be clear and understandable.
   

• Courtesy
  The department staff assisting the customer should be friendly and polite.
   

• Knowledge
  The department staff who assist customers should be well informed.
   

• Helpfulness
  Department staff should make every effort to assist each customer with their needs and/or requests.
   

• Timeliness
  Customers should be served by department staff in a timely manner.

Based on these six core expectations, the workgroup developed two standardized tools for measuring customer satisfaction. The two tools to gather data are: a customer satisfaction survey (pdf) and a customer comments/complaints tracking sheet (pdf). Several CHDs and CO programs piloted these tools in the spring of 2009.

Pilot Project
The pilot for the standardized customer satisfaction tools was conducted from March through May of 2009. Participants in this pilot included both CHDs and central office programs. During the three-month pilot, participants used the standardized customer satisfaction survey tool and the customer comments/complaints tracking sheet to gather data from their customers.

This data was analyzed and evaluated by the Office of Performance Improvement (HPI) in July 2009. The data analysis and evaluation feedback was then shared with the workgroup. Using this information, the workgroup made modifications to the customer satisfaction survey (pdf) and the customer comments/complaints tracking sheet (pdf)

Next Steps

By July 2010, it is anticipated that these tools, the customer satisfaction survey and the comments/complaints tracking sheet, will be utilized throughout the department - by all county health departments and all central office programs - to measure customer satisfaction data. Staff in the Office of Performance Improvement is currently assisting CHDs and central office programs to integrate use of these tools into existing customer satisfaction efforts. If a CHD or central office program is currently not measuring or evaluating customer satisfaction data, staff in the Office of Performance Improvement is available to assist with the creation and implementation of customer satisfaction initiatives.  These can be tailored or customized to meet the needs of an individual CHD or central office program.  For more information, please contact the Office of Performance Improvement.

Have a question? Need help getting started?
Staff in the Office of Performance Improvement is available to help you!
Contact us to request Technical Assistance (TA).

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