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
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:
The information or services that customers need should be easily accessible.
The service or information provided by department staff to the customer should
be clear and understandable.
The department staff assisting the customer should be friendly and polite.
The department staff who assist customers should be well informed.
Department staff should make every effort to assist each customer with their
needs and/or requests.
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
Several CHDs and CO programs piloted these tools in the spring of 2009.
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
customer satisfaction survey
and the customer
comments/complaints tracking sheet (pdf)
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
Have a question? Need help getting started?
Staff in the Office of Performance Improvement is available to help you!
to request Technical Assistance (TA).
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