Using Client Satisfaction Surveys as a Quality Improvement Tool

1. Using Client Satisfaction Surveys as a Quality Improvement Tool

2. Client Satisfaction Survey • Simplicity-able to collect client feedback but not too resource intensive • Anonymous-open, honest responses-’listening’ via surveys • Focus on what clients may perceive to be problems • Straightforward way to make and monitor changes • Can lead to improved services

3. Satisfaction Surveys/QI Tool • Measuring satisfaction may help you improve your Food and Nutrition program • Strengthen communication between provider and client • Assess program strengths and weaknesses—from the client’s perspective • Focus on a specific topic for your QI effort • Generate data quickly

4. SATISFACTION SURVEY PREP Preparing and constructing survey What elements to include? • Specificity • On what topic(s) do you want feedback? • What is your program trying to assess?

5. F&N Performance Indicator 5 • A client satisfaction survey is conducted annually. Components of the survey should address the following areas: • Overall quality of the program services • Quality of the food provided • Quality of the nutritional education services • Selection of food items meets your dietary needs • Selection of food items meets your cultural needs

6. The Steps in a Survey Project • Establish the goals of the project - What you want to learn? • Determine your sample - Whom you will survey? • Choose interviewing methodology - How you will survey? • Create your questionnaire - What will you ask? • Pre-test the questionnaire, if practical - Test the questions • Conduct surveys - Ask the questions • Enter the data - Analyze the data - Produce the report

7. Survey Planning & Process BUILD SUPPORT AMONG YOUR STAFF MEMBERS • Recognize the critical role of program staff PREPARE FOR SURVEY ADMINISTRATION • Train designated staff members -use role play and Q&A • Promote the survey to your clients -flyers, newsletters, posters • Emphasize that results will be used to help improve quality of services

8. Survey Process • MAKE A SURVEY ADMINISTRATION PLAN • Be clear on how to offer and distribute survey to clients • Create a script for staff members - Emphasize purpose of the survey to improve program for clients -Assure anonymity—use sealed envelopes if needed -Include the option to decline-totally voluntary -Clear instructions to clients/How to return survey -Plan to help those clients who need assistance

9. Create a Sampling Plan Sample should be representative of client mix • Distribute across time • Make efforts to reduce bias/randomize • Sample subset size: <50 30 51-100 40 101-500 75

10. ADMINISTERING SURVEY Administer the survey to clients • Confidentiality-considerations • Check in to address any operational issues that could arise • Adapt if necessary—remain attentive to process

11. Analyze Data • Have strategy • Compile survey results • Client Responses into cumulative percentages • Manual, Spreadsheet, Database • Track survey results over time

12. DISSEMINATE RESULTS • Distribute results to both clients and staff • Summarize and display • Prepare a presentation—chance to highlight staff efforts and to explain next steps • Demonstrate effort of transforming data into action—purpose of survey

13. USE SURVEY RESULTS INCORPORATE RESULTS INTO QI INITIATIVES • Importance of utilizing results • Identify causes affecting your survey feedback-key to quality improvement • Focus your team on these issues and use team to resolve • Changing systems in program to make improvements