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PPT Slide

Strategic Priority # 2: Strategic Management

y Initiative: Customer Perception Surveys

Leader: Laura Lee, Special Assistant

Collaborators: David Henderson, Deputy Director for Clinical Care

Jacques Bolle, Nursing Department

Institute Stakeholders

Dottie Cirelli, Chief, Patient Recruitment and Public Liaison Office

Deborah Gardner, Chief, Office of Planning and Organizational Development

Representative from Office of Human Resources Management, CC

Purpose/Goal: Development of an organizational approach to measuring and managing customer perceptions of the care and services provided at the Clinical Center in coordination with the Customer Service Key Initiative).

Scope: The specific area of focus is the assessment of major Clinical Center stakeholders’ and customers’ perceptions about the quality of care and services provided at the Clinical Center.

Resources: Vendor contract for development, administration, and analysis of patient surveys.

Additional resource requirements will be managed using existing resources.

Timeline: Development of organizational approach to assessing care/services January 2001

Survey administration timeline:

Employees Fall 2001 (in coordination with Customer Service Initiative)

Referring physician January 2001

Annual outpatient January 2001

Annual inpatient January 2001

Pediatric inpatient and outpatient Spring 2001

Outcomes: • An integrated and organizationally-aligned customer perception assessment process will be developed and implemented

• The following customer perception surveys will be designed, administered, and analyzed: employees, annual outpatient, annual inpatient, referring physician, pediatric inpatient and outpatient

• Driven by survey data, three critical opportunities for improvements will be identified, designed and implemented

• Patient perception of care and services will be improved compared to FY 1999 inpatient survey data

FY 2001 Key Initiative: Customer Perception Surveys

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