A community health center received its annual patient satisfaction data, a summary provided to staff from patient satisfaction surveys that are mailed to all current patients by an external organization. The return rate this year was 40% of surveys mailed, which was up from 20% the previous year. The center has a new director who has asked staff to respond to the data. Staff members are rather surprised as in the past they were lucky if they even saw the data. Many staff members do not feel it is their job to make the center better or solve consumer problems; this is management’s job. Over the past year, more patients and their families have been verbal about their complaints to staff. Some of the complaints, which also were included in the summarized data, were increased wait times for getting an appointment, longer wait times when arriving for appointments, staff attitude (rude, abrupt, uncaring), little patient education, inadequate parking, and confusion over payment.
1.
Why is it important for staff to be involved in improving consumer satisfaction?
2.
Who are the consumers in this case?
3.
What type of structure would be most effective to make a plan for improvement? Consider who should participate, size, purpose, and so on.
4.
After considering the major complaints highlighted, how might the center respond to improve consumer satisfaction? (Be specific in the interventions that might be taken.)
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