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Thursday, November 29 • 10:00am - 11:30am
G-33 - Measuring Client Satisfaction: Working Together to Standardize and Centralize the EMA Survey Process

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In 2011, the New York EMA initiated a Part A portfolio-wide client satisfaction survey process, in order to (1) systematically integrate client perspectives into evaluation and quality management; and (2) gradually replace variable survey efforts at individual agencies with a centralized, standardized process for comparable results. Through a community feedback process, the EMA developed a survey tool that includes a 17-item satisfaction scale applicable to all service categories. Piloting of the survey among 65 NYC agencies representing six Part A service categories revealed client literacy issues and variations in response rates related to organizational buy-in. Post-survey community feedback solicited at provider meetings is being used in conjunction with data analysis on instrument reliability and validity, to inform survey revisions and the next phase of implementation.

Learning Objectives:

  • This session will define the steps and key considerations involved in developing and refining a client satisfaction survey tool via a literature review, collaborative planning, and structured pilot processes that include consumers, service providers, Planning Council members, and the grantee (public health agency).
  • The ways in which different elements of satisfaction can be measured and analyzed across different Ryan White Part A service settings and service models within a large and complex portfolio will be discussed.
  • Participants will gain an initial understanding of the role of a client satisfaction survey in the integrated planning and evaluation processes at the levels of service agency, service category, and the EMA as a whole.


Stephanie Chamberlin

Evaluation Specialist, New York City Department of Health and Mental Hygiene
Stephanie Chamberlin, MIA, MPH, has six years of program evaluation experience directly related to HIV/AIDS and the delivery of health care to underserved populations, and has worked in various capacities across 15 countries to enhance the systematization of monitoring and evaluation... Read More →

Mary Irvine

Director, Research and Evaluation Unit, NYC DOHMH Bureau of HIV/AIDS Prevention and Control
Mary Irvine is the Director of Research and Evaluation in the Care, Treatment, and Housing Program in the Bureau of HIV/AIDS Prevention and Control of the New York City Department of Health and Mental Hygiene. In this role, she is responsible for improving reporting systems, developing... Read More →

Beau Mitts

Director of Technical Assistance, New York City Department of Health and Mental Hygiene, Bureau of HIV/AIDS Prevention & Control
Beau Mitts is the Director of Technical Assistance in the Care, Treatment, Housing Program in the Bureau of HIV/AIDS Prevention and Control of the New York City Department of Health and Mental Hygiene. In this role, he is responsible for identifying technical assistance and capacity... Read More →

Thursday November 29, 2012 10:00am - 11:30am EST

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