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Case Study Sections

Getting Started

Developing a Strategic Plan

Identifying the Problem

Describing the Problem

Analyzing the Problem

Planning the Solution

Implementing the Solution

Monitoring/Evaluating the Solution

Related Topics

Identify the Problem Tools: User Survey

Direct Observation Tools User Survey

  

Using a User Survey

The problem that the team identifies as the most important problem for the health center to address is the fact that the community is not using the services available at the center despite the fact that the center's location is more convenient to the community than other centers. The team decides to conduct a user survey of a random sample of the population in the community who could potentially be users of the health center's services. (Click here or here for more discussion on user surveys.) The team develops a questionnaire to inquire into people's perceptions of the center, and to better understand why they are reluctant to use available facilities.

Before finalizing it, they request input on the form from all other clinic staff and assure them that the results will not affect their annual performance review.

The questions on the survey include:

  1. Have you heard of the Santa Rosa Health Center?
    yes___ no___

  2. Have you used the Santa Rosa Health Center for health care this year?
    yes___ no___

    If yes, would you return?
    yes___ no___
    Why or why not?

  3. Have you used the Santa Rosa Health Center in the past?
    yes___ no___

    If yes, would you return?
    yes___ no___
    Why or why not?

  4. Is the Santa Rosa Health Center within walking distance of your home?
    yes___ no___

  5. What other health centers are within your area?

  6. Think about your experiences at the Santa Rosa Health Center, and what you heard from your friends, neighbors, and family about the Santa Rosa Health Center:

    • What are the good points of the Santa Rosa Health Center?

    • What are the bad points of the Santa Rosa Health Center?

The team consults a statistician in the Ministry of Health who helps them determine the proper sampling method and number of respondents needed for useful survey results. They then administer the questionnaire to 25 people in the community. They then count up the data and determine which issues were of the greatest concern to this sample of people.

The results of the user survey confirm the fact that the most important factor contributing to the low number of users is that the waiting time in the health center is too long.

         
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