Moving Upstream - Leeds, Grenville and Lanark District Health Unit

Organizational
Goals
Client Driver
Client Driver
This driver examines the organization’s focus on client-centred programs and
services, to achieve client satisfaction and meet program outcomes (19).
What is the Issue?
While the new service delivery model will increase the accessibility of programs
and services, the Health Unit needs to develop client service standards and
a formal community engagement strategy to meet requirements in the
Organizational Standards. A Health Unit client satisfaction survey conducted
in 2011 with 173 respondents indicated that 77% were ‘very satisfied’ and 19.4%
were ‘satisfied’ with the programs and services they received; 82% ‘strongly
agreed’ that staff were knowledgeable and competent; and 80.1% ‘strongly
agreed’ that the service met their needs (22). In a survey conducted by Statistics
Canada , 70.6% of residents were aware of the Health Unit (households with
children are more likely to be aware); 58.5% thought that the Health Unit
is either a ‘somewhat reliable’ or ‘very reliable’ source of information; 29.1%
recognize our logo and 6.2% reported visiting our website (23). The increasing
trend toward the use of social media is an opportunity for use to enhance
community awareness of our programs and services.
Goals:
Clients and community satisfied with and engaged in programs and services.
Strategies:
Develop and implement a community & client engagement strategy,
including client service standards.
Develop and implement an external communication and marketing
strategy, including the use of social media
Moving Upstream: 2013-2018 Strategic Plan
Leeds, Grenville & Lanark District Health Unit
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