The Baltimore City Health Department has declared a Winter Shelter Status alert for Saturday, January 13 to Friday, January 19. Find additional information on winter shelter status and resources here.​

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Client Experience Survey

Next survey: Summer 2018


In late 2016, we began conducting client experience surveys to help us better understand and address the needs of our clients. The results are invaluable: they help us more effectively serve our clients and advance our mission. After each survey, we develop goals so that we’re addressing—and holding ourselves accountable to—survey results.

We conduct the survey twice a year—during the summer and the fall. Clients are invited to take the survey on a laptop in a clinic lobby or over the phone. Survey questions are set up to measures access, communication, comprehensiveness, continuity, coordination and whole-person care/self-management support.

 

Results: Summer 2017

Our second-ever client experience survey 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.

Goals: Winter 2017

Our biggest area for improvement: making it easier for clients to reach a provider after hours.

At West Baltimore, Baltimore County and 421 Fallsway, our goal is to improve the score on the survey question “I can reach a provider when the clinic is closed” from 3.4 to over 4.

After hours telephone number: 1-800-713-4610

 

Past client experience surveys