Dr. Deming, a quality control expert, based his quality assurance work on the premise that it is important to “create constancy of purpose for improving products and services,” and this philosophy is very important in the health care industry as well. The St. Leonard Vital Nation Satisfaction Survey is a form randomly issued at the conclusion of an activity event and the feedback generated is utilized in the ongoing process for developing and improving programming. The attendee fills in the information such as title of the activity or event, their name, and there is a simple grading system included with an opportunity to add comments. The importance of offering the survey at the immediate end of a program provides valid and reliable data of the experience as it occurred which helps reduce bias or memories fading of the true significance of the event. In general, we survey everything in this industry, but surveying immediately offers a true advantage for creating a picture of whether or not customers of the programming are initially and completely satisfied.
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