Missoula Public Health & SurveyMonkey


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Learn how the Missoula City-County Health Department better serves their community with regular feedback using SurveyMonkey Enterprise! Learn more about Enterprise at www.surveymonkey.com/enteprise

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Missoula Public Health & SurveyMonkey

  1. 1. The Missoula City-County Health Department (MCCHD) in Montana provides both the city and county with services to promote public health. To continue to meet government regulations and better serve the community, MCCHD needs to stay engaged with customers and employees—and respond quickly to feedback. Teams across MCCHD use SurveyMonkey Enterprise to improve the customer and employee experience. At a Glance Situation • Paper customer feedback surveys were slow to process and gathered information that wasn’t useful • Employee engagement at staff meetings was low, with a disappointing 34% approval rating Survey Results • Staff moved from sending surveys just to meet obligations to seeking out actionable customer feedback • By sending a survey after each meeting, staff quickly identified what was and wasn’t worthwhile to employees Smarter Decisions • With appointment-setting the biggest customer pain point, staff added expanded hours • After tightening up the staff meeting agenda, the approval rating spiked to 96% “Our mission is to support healthy people and communities. SurveyMonkey’s superior online tools and customer support helps us get meaningful data to meet our goals and make the community a stronger, happier place.” – Robin Nielson-Cerquone, Accreditation Specialist, Missoula City-County Health Department Visit surveymonkey.com/healthcare today Photo by Kristine Paulsen Photography Photo by Prizrak 2084 Better serving the community with regular feedback Customer and Employee Engagement Case Study
  2. 2. Robin Nielson-Cerquone, Accreditation Specialist at MCCHD, notes that the department has a history of using surveys, but they were often deployed in a “haphazard way” by untrained staff just to meet minimum requirements. Surveys asked questions about topics the department had no control over, and response rates were low. With a push to be more strategic in sending meaningful surveys that would improve services to the community, Nielson-Cerquone decided to upgrade to SurveyMonkey Enterprise. “I had to get enough people up to speed so we could get strong data and responses. Enterprise allows for multiple teams to access SurveyMonkey, and we all have the support we need to do an excellent job,” says Nielson-Cerquone. A key program that provides assistance to new mothers—Women, Infants, and Children (WIC)—uses SurveyMonkey to run customer feedback surveys. MCCHD learned that appointment setting and consistency were the biggest pain points for customers. “As a result, we now offer expanded hours and schedule follow-up visits with the same nutrition specialist,” Nielson-Cerquone comments. SurveyMonkey helps improve the inner workings of MCCHD as well. For example, an employee feedback survey revealed that morale for staff meetings was disappointingly low—with only a 34% approval rating. Employees simply found the meetings to be a waste of time. The department streamlined future meetings, removing content the staff found unnecessary and adding helpful features, boosting the approval rating to 96%. “I can tell you, the meetings look entirely different now than they used to look,” adds Nielson- Cerquone. Learn more about how SurveyMonkey Enterprise can help your entire team make smarter decisions. Visit surveymonkey.com/healthcare today. Visit surveymonkey.com/healthcare today How did surveys help you achieve your goals? SurveyMonkey was instrumental in the success of a major project at MCCHD: public health accreditation. As part of the lengthy process, I had to assess staff competencies and develop training. I also needed to make sure staff were aware of certain policies and how to put them into action. Surveys made getting the feedback needed to meet these requirements incredibly easy and fast. MCCHD received its accreditation in 2014, and is currently one of only a handful of accredited U.S. health departments (out of 3,000). – Robin Nielson-Cerquone, Accreditation Specialist, Missoula City-County Health Department