QI Corner As I was coordinating the topic of professional competency for the July Leadership Conference and reviewing the article for this newsletter, an outcomes result from our agency came to mind. For the past year we have been asking our customers to respond to our 21-item consumer satisfaction survey by ... QI Corner
QI Corner  |   October 01, 1997
QI Corner
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Professional Issues & Training / QI Corner
QI Corner   |   October 01, 1997
QI Corner
SIG 11 Perspectives on Administration and Supervision, October 1997, Vol. 7, 3. doi:10.1044/aas7.3.3
SIG 11 Perspectives on Administration and Supervision, October 1997, Vol. 7, 3. doi:10.1044/aas7.3.3
As I was coordinating the topic of professional competency for the July Leadership Conference and reviewing the article for this newsletter, an outcomes result from our agency came to mind. For the past year we have been asking our customers to respond to our 21-item consumer satisfaction survey by circling the 3 items that were most important to them. The top three over last year were 1. staff knowledge/skills, 2. explanation of test results/recommendations; and 3. level of comfort with staff. Amazing…customers are concerned about competencies!
Although this is certainly not surprising, often in customer satisfaction the focus of dissatisfaction is on billing, scheduling, report turnaround, and other items unrelated to clinical skills, particularly if you have a skilled staff. We have used this information to support recruitment and retention of qualified staff and to justify continuing education and the need for administrative time to supervise staff. Formalizing a competency program for speech-language and audiology departments does meet customer expectation of quality service.
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