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Next Steps June 8, 2006

Posted by edavenport in General.
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The Admission Change Team has successfully completed and implemented the first series of PDSA. Now, the team is looking at ways to improve customer service. This area was identified during the walk through as needing improvement. We are struggling with the idea whether to facilitate a focus groups with clients admitted into our agency in the last 60 days or give a surveys. We are trying to decide which will glean more information. I am wondering what tools or techniques have been utilized by other members to direct the next steps.

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1. Nadia Guevara - June 13, 2006

We have and Adolescent outpatient program and we have done to things.
1. We conducted a series of SRS (Session Rating Scale) interviews to get information from our clients about how they percieved our services.
2. Last week we conducted a focus group with our adolescent IOP group.

Looking now at the two sources of information, the focus group provided more information that we can use to make improvements inour program. The outcome of SRS was helpful as well, the difference is that with the focus group they provided suggestions in how to make it better.

2. Nadia Guevara - June 13, 2006

We have an Adolescent outpatient program and we have done to things.
1. We conducted a series of SRS (Session Rating Scale) interviews to get information from our clients about how they percieved our services.
2. Last week we conducted a focus group with our adolescent IOP group.

Looking now at the two sources of information, the focus group provided more information that we can use to make improvements inour program. The outcome of SRS was helpful as well, the difference is that with the focus group they provided suggestions in how to make it better.

3. Nadia Guevara - June 13, 2006

We have an Adolescent outpatient program and we have done two things.
1. We conducted a series of SRS (Session Rating Scale) interviews to get information from our clients about how they percieved our services.
2. Last week we conducted a focus group with our adolescent IOP group.

Looking now at the two sources of information, the focus group provided more information that we can use to make improvements in our program. The outcome of SRS was helpful as well, the difference is that with the focus group they provided suggestions in what changes to make to improve the services.

4. dmoore - July 3, 2006

I think both can be helpful, but I have had more luck getting honest feedback from a focus group. It seems like we get more useful information when we can follow an answer with a few more searching questions so that the experience the client had is more clear. It also helps that the client’s have others comments to respond to and echo or add on to. One obvious, downside to the focus group is that some are not as willing to be vocal in front of a group. I always end the focus group by letting the participants know that they are welcome to contact me individually if they have further comments/concerns.


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