Running Head: BECOMING A BETTER PRACTITIONER 1
BECOMING A BETTER PRACTITIONER
2
Becoming a Better Practitioner II
Diana Carter
University of South Carolina
Practice Setting and Role:
WellPartners provide a complete range of Vision care, free comprehensive eye care, vision exams, prescriptions, eyeglasses, dilation, glaucoma screening, refraction, retinal photography and visual field ex. My role as an intern is to administer the initial assessment and assist with the procedures of services rendered with the patients, from vision exams to the actual customer satisfaction survey.
Client System Description:
Our Adult non-profit clinic provides free eye care to residents of Fairfield, Lexington and Richland counties, 18 years or older with South Carolina driver’s license or ID, low income (≤ 200% of poverty level) and no vision insurance.
Customer Satisfaction As a practitioner my focus is on the effects produced on the people we serve. For instance, the result of a training program might be the number of graduates who get a job and keep it for a particular period. Seeing the outcome is a way to create avenues for excellent customer service. Measuring outcomes requires a bigger commitment of time and resources, while impacts are what we hopes for, positive outcomes are what we work for.
A viable measurement tools/approaches to assess your goal.
Customer Satisfaction (CSAT)
CSAT measures customer satisfaction with a specific experience. A single question typically determines: How would you rate your overall satisfaction with the service you received?
Description of measure - CSAT score is the sum of respondents that answered somewhat or very satisfied. The higher the number the higher your customer satisfaction will be. The CSAT would you rate patients experience with using 5 unit scales consisting of Very unsatisfied / unsatisfied / Neutral / Satisfied / Very satisfied. CSAT reflects content validity: This is related to our ability to create questions that reflect the issues we are researching and make sure that key related subjects are not excluded. Reliability is reflected with CSAT concerned with the consistency of our measurement, that’s the degree to which the questions used in a survey elicit the same type of information each time they are used under the same conditions.
Who? The clinical director or the intern will administer the survey/tool.
What? CSAT stands for Customer Satisfaction. The metric measures how a customer feels about a specific service.
Where? The survey will be administered in theprivate waiting area in Clinic
When? The survey/tool will be administered at the end of services rendered/termination. (2weeks process)
Reference
Braunsberger, K., & Ga ...
PANDITA RAMABAI- Indian political thought GENDER.pptx
Running Head BECOMING A BETTER PRACTITIONER .docx
1. Running Head: BECOMING A BETTER PRACTITIONER
1
BECOMING A BETTER PRACTITIONER
2
Becoming a Better
Practitioner II
Diana Carter
University of South
Carolina
Practice Setting and Role:
WellPartners provide a complete range of Vision care, free
comprehensive eye care, vision exams, prescriptions,
eyeglasses, dilation, glaucoma screening, refraction, retinal
photography and visual field ex. My role as an intern is to
administer the initial assessment and assist with the procedures
of services rendered with the patients, from vision exams to the
actual customer satisfaction survey.
Client System Description:
Our Adult non-profit clinic provides free eye care to residents
of Fairfield, Lexington and Richland counties, 18 years or
older with South Carolina driver’s license or ID, low income (≤
200% of poverty level) and no vision insurance.
Customer Satisfaction As a practitioner my focus is on the
effects produced on the people we serve. For instance, the result
of a training program might be the number of graduates who get
a job and keep it for a particular period. Seeing the outcome is a
way to create avenues for excellent customer service. Measuring
outcomes requires a bigger commitment of time and resources,
while impacts are what we hopes for, positive outcomes are
2. what we work for.
A viable measurement tools/approaches to assess your goal.
Customer Satisfaction (CSAT)
CSAT measures customer satisfaction with a specific
experience. A single question typically determines: How would
you rate your overall satisfaction with the service you received?
Description of measure - CSAT score is the sum of respondents
that answered somewhat or very satisfied. The higher the
number the higher your customer satisfaction will be. The
CSAT would you rate patients experience with using 5 unit
scales consisting of Very unsatisfied / unsatisfied / Neutral /
Satisfied / Very satisfied. CSAT reflects content validity: This
is related to our ability to create questions that reflect the issues
we are researching and make sure that key related subjects are
not excluded. Reliability is reflected with CSAT concerned with
the consistency of our measurement, that’s the degree to which
the questions used in a survey elicit the same type of
information each time they are used under the same conditions.
Who? The clinical director or the intern will administer the
survey/tool.
What? CSAT stands for Customer Satisfaction. The metric
measures how a customer feels about a specific service.
Where? The survey will be administered in theprivate waiting
area in Clinic
When? The survey/tool will be administered at the end of
services rendered/termination. (2weeks process)
Reference
Braunsberger, K., & Gates, R. (2009). Developing inventories
for satisfaction and Likert scales in a service
environment. Journal of Services Marketing, 23(4), 219-225.
Burbock, B. (2014). Prospect Theory and SERVQUAL.
Management (18544223), 9(2), 155-168.
3. Patrick Asubonteng, Karl J. McCleary, John E. Swan, (1996)
"SERVQUAL revisited: a critical review of service quality",
Journal of Services Marketing, Vol. 10 Issue: 6, pp.62-81.
Zaki, M. (2017). 'Customer satisfaction scores cover all manner
of sins'. Marketing Week (Online Edition), 2.
APPENDIX
Appendix A- Generated (CSAT) Scale
In thinking about your most recent experience with
WellPartners Eye Health, how was the quality of customer
service you received?
Superior
Very Satisfactory
About Average
Somewhat Unsatisfactory
Very Poor
The process for getting your concerns resolved was:
4. Very Unsatisfactory
Somewhat Unsatisfactory
About Average
Somewhat Satisfactory
Very Satisfactory
Now please think about the features and benefits of the Eye
glasses. How satisfied are you with the Eye glasses frame:
Very Unsatisfactory
Somewhat Unsatisfactory
About Average
Somewhat Satisfactory
Very Satisfactory
5. If you are not satisfied with the product, will you please
describe why.
I am very satisfied!
Customer Service Representative
The following questions pertain to the customer service
representative you spoke with most recently. Please indicate
whether you agree or disagree with the following statements
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
The customer service representative was very courteous
6. The customer service representative handled my call quickly
The customer service representative was very knowledgeable
Are there any other comments about the customer service
representative you would like to add?
She is very knowledgable and
helpful. She is concern about
my wellbeing.
7. Thank you for your feedback. We sincerely appreciate your
honest opinion and will take your input into consideration while
providing products and services in the future.
If you have any comments or concerns about this survey please
contact: -
WellPartners Eye Health
Pamela Martin
2000 Hampton St
Suite 3145
Columbia, SC, 29203
_1571225099.unknown
_1571225103.unknown
_1571225105.unknown
_1571225106.unknown
_1571225104.unknown
_1571225101.unknown
_1571225102.unknown
_1571225100.unknown
_1571225091.unknown
_1571225095.unknown
_1571225097.unknown
_1571225098.unknown
9. Student Name: Diana Carter
Practice Setting and Role:
WellPartners provide a complete range of Vision care, free
comprehensive eye care, vision exams, prescriptions,
eyeglasses, dilation, glaucoma screening, refraction, retinal
photography and visual field ex. My role as an intern is to
administer the initial assessment and assist with the procedures
of services rendered with the patients, from vision exams to the
actual customer satisfaction survey. We are located 2000
Hampton St. in Richland County Health Department Suite 3145.
Mondays are for completing orders for glasses and follow- ups
calls. Walk-ins are on Tuesdays &Wednesday mornings 8:45-
9:45am (ALL WALK–INS ARE NOT GUARANTEED).
Thursdays are day for measurement for glasses and Fridays are
for picking up glasses. We explain eligibility requirements for
services, collect documentation of their proof to qualify,
completing the health history with accurate current information,
explain confidentiality, the policy and procedures and the
patient sign for services rendered.
Client System Description:
Our Adult non-profit clinic provides free eye care to residents
of Fairfield, Lexington and Richland counties, 18 years or
older with South Carolina driver’s license or ID, low income (≤
200% of poverty level) and no vision insurance.
Practice Quality Goal Statement:
Customer Satisfaction
As a practitioner my focus is on the effects produced on the
people we serve. For instance, the result of a training program
might be the number of graduates who get a job and keep it for
a particular period. Seeing the outcome is a way to create
avenues for excellent customer service. Measuring outcomes
requires a bigger commitment of time and resources, while
impacts are what we hopes for, positive outcomes are what we
work for.
10. Measure A: Customer Satisfaction (CSAT)
Strengths: CSAT measure customer satisfaction with a specific
experience. A single question typically determines: How would
you rate your overall satisfaction with the service you received?
Customer Satisfaction Surveys are a critical part to growing and
maintaining your customer base. When planning your Customer
Satisfaction Questionnaire, selecting the appropriate rating
scale questions for your survey objectives will give you
valuable information, making your customer survey a success.
Weakness: CSAT scores only accurately measure things that
stay the same throughout the survey period. If the policies,
products, or procedures you’re measuring happen to change
while the customer is interacting with your brand, this will skew
their perception and your survey results.
Measure B: The Likert Scale
Strengths: The advantageous side of the Likert Scale is that
they are the most universal method for survey collection,
therefore they are easily understood. Likert surveys are also
quick, efficient and inexpensive methods for data collection.
They have high versatility and can be sent out through mail,
over the internet, or given in person.
Weaknesses: The Likert Scale is uni-dimensional and only gives
5-7 options of choice, and the space between each choice cannot
possibly be equidistant.
Measure C: (SERVQUAL) Service Quality
Strengths: SERVQUAL is a multi-dimensional research
instrument, designed to capture consumer expectations and
perceptions of a service along the five dimensions that are
believed to represent service quality. SERVQUAL is built on
the expectancy-disconfirmation paradigm, which in simple
terms means that service quality is understood as the extent to
which consumers' pre-consumption expectations of quality are
confirmed or disconfirmed by their actual perceptions of the
service experience.
Weaknesses: What most researchers have a consensus on is that
SERVQUAL being a
11. crucial element in Customer Satisfaction even when the offering
involved a combination of a product and service.
Who?
The medical social worker will administer the tool.
What? (Description of measure)
CSAT score is the sum of respondents that answered somewhat
or very satisfied. The higher the number the higher your
customer satisfaction will be.
How CSAT would you rate patients experience with using 5 unit
scales consisting of Very unsatisfied / unsatisfied / Neutral /
Satisfied / Very satisfied.
CSAT reflects content validity: This is related to our ability to
create questions that reflect the issues we are researching and
make sure that key related subjects are not excluded. Reliability
is reflected with CSAT concerned with the consistency of our
measurement, that’s the degree to which the questions used in a
survey elicit the same type of information each time they are
used under the same conditions.
Where?
The tool will be administered in the private waiting area at the
Eye Health Clinic.
When?
The tool will be administered at the termination of services
rendered with patients.
CSAT is versatile because it allows you to ask customers a
variety of questions focuses on specific interaction (support
event or product) and not on wider relationship with the
company (See Appendix A).
Reference
Braunsberger, K., & Gates, R. (2009). Developing inventories
12. for satisfaction and Likert scales in a service
environment. Journal of Services Marketing, 23(4), 219-225.
Burbock, B. (2014). Prospect Theory and SERVQUAL.
Management (18544223), 9(2), 155-168.
Patrick Asubonteng, Karl J. McCleary, John E. Swan, (1996)
"SERVQUAL revisited: a critical review of service quality",
Journal of Services Marketing, Vol. 10 Issue: 6, pp.62-81.
Zaki, M. (2017). 'Customer satisfaction scores cover all manner
of sins'. Marketing Week (Online Edition), 2.
APPENDIX
Appendix A- Generated (CSAT) Scale
In thinking about your most recent experience with
WellPartners Eye Health, how was the quality of customer
service you received?
Superior
Very Satisfactory
About Average
Somewhat Unsatisfactory
Very Poor
13. The process for getting your concerns resolved was:
Very Unsatisfactory
Somewhat Unsatisfactory
About Average
Somewhat Satisfactory
Very Satisfactory
Now please think about the features and benefits of the Eye
glasses. How satisfied are you with the Eye glasses frame:
Very Unsatisfactory
Somewhat Unsatisfactory
About Average
Somewhat Satisfactory
14. Very Satisfactory
If you are not satisfied with the product, will you please
describe why.
I am very satisfied!
Customer Service Representative
The following questions pertain to the customer service
representative you spoke with most recently. Please indicate
whether you agree or disagree with the following statements
Strongly Agree
Agree
Neutral
Disagree
15. Strongly Disagree
The customer service representative was very courteous
The customer service representative handled my call quickly
The customer service representative was very knowledgeable
Are there any other comments about the customer service
representative you would like to add?
She is very knowledgable and
helpful. She is concern about
my wellbeing.
16. Thank you for your feedback. We sincerely appreciate your
honest opinion and will take your input into consideration while
providing products and services in the future.
If you have any comments or concerns about this survey please
contact: -
WellPartners Eye Health
Pamela Martin
2000 Hampton St
Suite 3145
Columbia, SC, 29203
_1571225099.unknown
_1571225103.unknown
_1571225105.unknown
_1571225106.unknown
_1571225104.unknown
_1571225101.unknown
_1571225102.unknown
_1571225100.unknown
18. are serving or engaging inclient” here refers broadly to the
individuals or groups that you are serving or engaging in change
efforts with. If the nature of your work makes it impossible to
obtain feedback directly from clients, then you can solicit
feedback from another observer (field instructor, colleague,
etc.), or from indirect data sources (observing body language,
etc.). In any case, you will record this feedback over time (3-5
weeks), along with the changes you make in your practice in
response to this feedback. Your descriptions of these changes
should be specific and concrete. You will then integrate the
numerical data, client feedback, and your practice changes in a
final report. In appropriate settings, students may use the
ORS/SRS tools to complete this assignment.
Part 1 - Proposed Design (10 points) (Due 10/12, before class)
· Practice Setting and Role – (One paragraph)
· Define the 'Client' - who is the focus of your practice efforts?
· Goal statement - What element of social work practice quality
would you like to assess in your own work?
· Describe three viable tools/approaches to measure this aspect
of quality. Discuss the strengths and weaknesses related to the
reliability and validity of each approach.
· Select one approach and define your mark of success (clinical
cut-off score, etc.)
· Evaluation Design - Complete the evaluation design
worksheet. (Discuss evaluation design in body of paper, include
worksheet in appendix).
· Create the measurement form itself (include in appendix).
· (5-pages maximum [not including title page, references, or
appendices)
Part 2 - Field Test (5 points) (Due 11/9) (all due via blackboard
before class)
After obtaining approval from the professor and field instructor,
pilot your evaluation approach once or twice and observe how it
works. Submit your notes on Blackboard and present to your
19. consultation groups, receive feedback. Make the necessary
improvements and changes to your approach.
Part 3 - Final Report (25 points) (Due 12/7, before class)
· Client System Summaries - (client demographic information,
presenting concern, primary goal(s) of your work) (1 paragraph
each) (3-clients minimum). For students reporting on single
contact roles and groups, please provide an overall summary
across clients or distinct groups of clients that you worked
with.
· Summary of data - Use a combination of graphs and
qualitative description.
· Draw conclusions about your practice (did the quality of your
work improve, decline, or remain the same?).
· Please describe three occasions in which you allowed client
feedback or data to guide your practice (Refer to specific
sessions or dates). For each occasion, please describe: 1) What
feedback or data you received, 2) how you replied in that
moment (if in-person), and 3) What changes you made to your
practice as a result of their feedback. Be VERY SPECIFIC here
about what was said and what you changed. I need to be able to
“see” what you changed. Global phrases such as “I became more
sensitive” will not work here. (3 paragraphs)
· Draw conclusions about the reliability and validity of your
evaluation design, and discuss changes you would make if you
could do it all over again.
· Discuss your own growth as a social worker through this
process. What skills and abilities have you developed? Be very
specific.
· (9-pages maximum [not including title page, references, or
appendices)
