Assessing Client Experience: A Pilot of Client Satisfaction

The Primary Care Development Corporation (PCDC), a health care consulting firm, was created in 1993 with the mission to improve access to primary and preventive healthcare for low-income and medically underserved populations through partnerships with many healthcare organizations. PCDC sought to examine its programs and service delivery methodologies for its capital and performance improvement programs. The Capstone team was resourced to perform a pilot study on PCDC client experiences in relation to overall satisfaction as well as their needs in the current healthcare climate. The Capstone team created, administered and evaluated a representative sample of clients where key findings and recommendations were reported. This analysis will assist PCDC in evaluating the scope of their services in their goal of tailoring future marketing strategies to yield maximum client utility.