Measure the results of your initiatives and plan for their continuity
This strategy will enable your organization to measure improvements in client experience and satisfaction. You’ll also be able to identify gaps and improve service planning for Francophones.
Here’s how the different groups in your organization can implement this strategy.
Encourage Francophones to complete your organization’s customer satisfaction survey.
1. Ensure that questions concerning client satisfaction with the quality of and access to services in French are included in all your organization’s client satisfaction surveys.
2.Develop a policy and procedures that support best practices in results measurement for the Francophone population.
3.Ensure your staff is aware of the policy by including it in your organization’s Employee Handbook, as well as in the employee orientation.
4.Define and monitor performance indicators for client satisfaction with quality and access to French-language services.
5.Report on these performance indicators to governance.
Tools to help you implement this strategy are available in the Practical tools.
1. Adopt a policy and procedures that support best practices in Francophone satisfaction measurement.
2. Receive reports and monitor performance indicators on the access to and satisfaction measures for French-language services.
3. Ensure that the local Francophone community is consulted on a regular basis to better understand its needs in terms of French-language health services.
Tools to help you implement this strategy are available in the Practical tools.
