Help with assignment 3rd part

Becoming a Better Practitioner I

Diana Carter

University of South Carolina

Becoming a Better Practitioner – Part 1

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.

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

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 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
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    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 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.
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