Forsyth County Department of Public Health (FCDPH) is committed to providing our customers with the best service and quality. The FCDPH Quality Improvement Council participated in a Kaizen event in March 2016. Kaizen is a Japanese term for continuous improvement, which is the intentional and deliberate practice to improve the performance of an organization. During this process, the council examined the current state of our customer service survey process, and crafted a future vision for how the health department assesses and responds to client feedback. Council activities included establishing benchmarks for success, creating a plan to encourage organization-wide participation, developing and testing a customer service survey and quality of service concern form, collaborating with clients and frontline staff to receive feedback on the new process, and establishing a process to communicate changes with all staff.
To maintain our commitment to continuous improvement, we have developed a new customer service survey form and process. Our campaign, “Your Opinion Matters,” launches July 5, 2016.