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In 2008 mdchd administered the customer satisfaction

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In 2008, MDCHD administered the Customer SatisfactionSurvey and determined that the most common cause of customerdissatisfaction was customer wait times. Data showed that alarge percentage of cycle times exceeded two hours. SLsestablished a workgroup to address this issue. As a result, theworkgroup created a program aimed at reducing wait times thatwould be piloted at the Family Planning Program at the HealthDistrict Center. The pilot program began October 2010 using amanaged appointment system aimed at increasing the numbersof customers with scheduled appointments while reducing thenumber of walk-in customers. The goal was to decrease waittimes greater than two hours by 50% from 37% to 19%. Earlydata reports have triggered the use of the pilot in four otherlocationsbeginningSeptember2011.Thisplandirectlyaddressed the SP Service Excellence 3.4 by improving customersatisfaction through a standardized service delivery process.3.2 Customer Engagement3.2a (1) Product and Service OfferingsMany of the programs and services provided by MDCHD aremandated by the state or provided under the authority of afederal,stateorlocalfundingsource.Theseinclude;Epidemiology, STD, TB, Public Health and Preparedness, VitalRecords, and Environmental Health which are all statemandated. Certain other programs may be offered at ourdiscretion as long as we can secure funding sources to keep themoperational.Themajorsourceforidentifyingproductandservicerequirements is through epidemiological studies and needsassessments. These assessments are conducted during a potentialor active health threat. However, a program may request a
Miami-Dade County Health DepartmentCategory 3 –Page 18county health assessment at any time from EDC-IS, if requiredfor a grant application.Health assessments may includeanalyzing data through Florida CHARTS and other healthdatabases, performing in-person interviews, distributing surveysand collaborating with partners, such as HCSF to perform largescale assessments. The decision to conduct assessments isdetermined by SLs and Administrator. Data used to guide thework of MDCHD comes from the Behavioral Risk FactorSurveillanceSystem(BRFSS),YouthRiskBehaviorSurveillance System (YRBSS), Florida CHARTS and the yearlycommunity health profile and community report card preparedby the HCSF. Results of the various assessments are used byMDCHD programs and available to the public via the Office ofCommunication.Results of these findings specify which healthconcerns are the most prominent, providing MDCHD theopportunity to realign programs to address community healthissues. Results of the county health assessments are used toapply for additional grants to fund new programs that targetparticular health needs. As previously stated, the MAPP processidentified the crucial role that healthy lifestyles plays in thehealth of the population and the need to reduce disparities inhealth status and outcomes among various populations.

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