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Client
Satisfaction
An
External Evaluation of NexCare Collaborative’s Client Satisfaction
and Effectiveness
This document includes a brief summary of a FY-2004 external evaluation
of NexCare Collaborative conducted by EMT, Inc., which included
both online and telephonic surveys. The EMT evaluation was conducted
for NexCare Collaborative’s First 5 LA Connect project.
These areas of assistance include health information, health insurance
enrollment, physician referral, housing assistance, food, income,
and job placement. Key evaluation findings included:
More than 93% of callers to NexCare reported
that they were “Very Satisfied” with the services they
received. These levels of satisfaction are nearly double the private
sector average and well above the industry gold standard:
Percentage "Very Satisfied"
Two other responses to survey questions highlighted NexCare Collaborative’s
customer satisfaction levels:
Would
you call
First 5 LA Connect Again?
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Would
you refer anyone to
First 5 LA Connect?
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Additional
Findings / Facts from the EMT evaluation
•
50% of NexCare calls are Health Insurance-related: 
NexCare Collaborative callers
are given detailed assistance in the health insurance application
process
• More than
18,000 children have been assisted in their enrollment in health
insurance programs
NexCare Collaborative
has become a major gateway to health insurance enrollment for families
• One-in-ten
Latino families in Los Angeles County (with children ages 0-5) have
called
NexCare Collaborative at least once.
More than 100,000
Southern California children have been assisted overall.
• 72% of
NexCare Collaborative callers speak a primary language other than
English
NexCare specialists and professional staff are bilingual and offer
assistance in more than 160 languages.
• NexCare
Collaborative’s Professional Staff
Licensed social workers and
registered nurses provide important, “value-added” services
beyond
those provided by typical call
centers. These services often involve circumstances important to
ensuring
the safety and protection of
families.
• NexCare’s
Information & Referral Specialists have achieved a remarkable
record of customer care
99.7%
of callers considered NexCare Specialists polite
99.3% of callers considered
NexCare Specialists patient
99.9% of callers considered
NexCare Specialists respectful
Call
Center Performance
• Wait
Time
Exceeds
industry Gold Standard for short wait time
• Call Length
Above
industry Gold Standard
• Cost
Within
the range of similar call centers, encouraging, given that a) they
achieve very high performance
standards, and b) they offer direct “value added” services
that go well beyond standard I&R that
consume more staff time.
• Decision
Making
Data
based
• Quality
Improvement
Continuous
• Evaluation
Independent
– with strong monitoring and accountability
NexCare Collaborative has demonstrated and implemented
commitments to accountability, evaluation, and data-based decision
making. NexCare will not stop with current program accomplishments,
but will sustain and strengthen the program to realize the potential
demonstrated in this report and the program’s ongoing system
of data-based decision making and program improvement.
Note: EMT was able to gain access to NexCare
Collaborative call center data in preparation of this report. For
a complete copy of this study, please phone Pete Senoff, NexCare
Collaborative’s Marketing & Business Development Director,
at (818) 205-2508.
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