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Document
Evaluation Committee Rules of Conduct
Year Created: 2025
DOCUMENT
POL - Customer-Satisfaction 2003
- YEAR CREATED: 2003
- ENTITY TYPE: Authority: Public Health
- TYPE OF DOCUMENT: POL - Policies/Procedures
- Communications
The document is a draft of the Department of Health and Mental Hygiene's Customer Satisfaction Policy. The purpose of this policy is to ensure that the department achieves performance excellence in satisfying its customers by providing requirements, guidance, and standards. The department provides a wide variety of healthcare-related services and products to various customers, including the public, fellow department employees, other state employees, the federal government, local government, and advocacy groups. Historically, only about half of the department's programs have measured customer satisfaction, and the methodologies used have varied widely. Therefore, a customer satisfaction policy is deemed necessary to provide uniform guidance and ensure valid methodology across the entire department. The policy was developed by a Customer Satisfaction Workgroup formed by the department's Performance Excellence Council. The policy includes goals and objectives for improving customer satisfaction, as well as major components such as customer knowledge, customer service, customer feedback, administration, responsibility, and reporting, implementation and timetable, reward and recognition, customer satisfaction committee, and customer satisfaction methodology. The document also provides steps for determining customer requirements, expectations, and preferences, as well as deploying research and keeping listening and learning methods current with program needs and directions. The implementation of customer knowledge is divided into basic, intermediate, and advanced stages. Additionally, the document emphasizes the importance of evaluating the customer satisfaction process to ensure it remains up-to-date with program needs and directions. It also outlines the process for acquiring customer requirement data based on evaluation results.