Client Experience

Next client experience survey: June 4-29, 2018

Goal: By December 2018, the organization will improve its client satisfaction with reaching a provider when the clinic is closed to 4.0 on a 1-5 scale (Nov 2017 score = 3.3)

Why is this important? Twice a year we conduct 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—these survey results. This year, our goal is to improve client satisfaction with reaching a provider when the clinic is closed to 4.0 on a 1-5 scale (Nov 2017 score = 3.3).

How do we collect client experience feedback? Starting in November 2017, we began using the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG CAHPS) survey, a standardized tool that allows us to compare our clients’ experiences to clients across the country. We conduct the survey twice a year—during the summer and the fall. Clients from Fallsway, West Baltimore, and Baltimore County clinics 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.

What are we doing to reach our 2018 goal?

  • Posting flyers with the after-hours number around clinics
  • Highlighting the after-hours number on appointment cards when clients schedule their next visit
  • Moving the after-hours number to the front of appointment cards
  • Identifying and addressing other indirect issues that may affect how someone responds to this question (inclement weather policy, grievance policy, etc.)

Have an idea to increase client experience in reaching a provider when the clinic is closed? Please send it to Jen Marsh in Performance Improvement.


Results: Fall 2017

Archive: client experience surveys