Improving Communications and Customer Satisfaction through State Quality Improvement

From 2016-2017, Ms. Hoppe served on the KDHE Quality Improvement (QI) Council. e QI Council supports
the KDHE Accreditation Plan. As part of her role on
the Council, Ms. Hoppe became a trained QI Coach, implementing QI processes and QI training with staff in the BHP.

Identifying a need for improvements in communication internally and with external subgrantees, Ms. Hoppe hired and supervised a graduate intern to identify and carry out a quality improvement project. As part of this work, they:

  • identified specific communications metrics to target for improvement, including timeliness, clarity, quality, accessibility, value, and overall satisfaction among community subgrantees/customers,

  • developed and disseminated an online survey through SurveyMonkey to community subgrantees prior to and a er implementing communications improvements,

  • and facilitated meetings with BHP staff using quality improvement processes and tools to identify and create a communications work ow to improve understanding around communications and effectiveness.

As a result of implementing a revised communications work flow, staff understanding around communicating key issues increased, staff gained experience with QI processes and tools, and improvements in each communication metric were achieved, with overall increases in community subgrantee/customer satisfaction.