Ryan White 2012 Grantee Meeting

In 2011, the New York EMA initiated a Part A portfolio-wide client satisfaction survey process, in order to (1) systematically integrate client perspectives into evaluation and quality management; and (2) gradually replace variable survey efforts at individual agencies with a centralized, standardized process for comparable results. Through a community feedback process, the EMA developed a survey tool that includes a 17-item satisfaction scale applicable to all service categories. Piloting of the survey among 65 NYC agencies representing six Part A service categories revealed client literacy issues and variations in response rates related to organizational buy-in. Post-survey community feedback solicited at provider meetings is being used in conjunction with data analysis on instrument reliability and validity, to inform survey revisions and the next phase of implementation.

Learning Objectives:

• This session will define the steps and key considerations involved in developing and refining a client satisfaction survey tool via a literature review, collaborative planning, and structured pilot processes that include consumers, service providers, Planning Council members, and the grantee (public health agency).
• The ways in which different elements of satisfaction can be measured and analyzed across different Ryan White Part A service settings and service models within a large and complex portfolio will be discussed.
• Participants will gain an initial understanding of the role of a client satisfaction survey in the integrated planning and evaluation processes at the levels of service agency, service category, and the EMA as a whole.