Public Health Customer Service

Welcome to the Public Health Services (PHS) Customer Service page. At PHS, we take Customer Service to H.E.A.R.T. through Helpfulness, Expertise, Attentiveness, Respect, and Timeliness. We want to hear from you about:

  • Your customer service experience;
  • What you appreciated about the service you received;
  • Which of our staff went “above and beyond” to serve you; and
  • Anything we can do to improve your H.E.A.R.T. experience.

Ensuring a positive customer experience is a County-wide effort.

FEEDBACK

SURVEY

H.E.A.R.T Team

The PHS effort is led by the department’s H.E.A.R.T. Team that has 1 - 2 representatives from each branch:

  • California Children’s Services
  • Epidemiology and Immunization Branch, including the Public Health Lab; Vital Records, including Birth and Death Certificates
  • HIV, STD and Hepatitis Branch
  • Maternal Child and Family Health Services
  • PHS Administration, including Community Health Statistics Unit
  • Public Health Preparedness and Response
  • Tuberculosis Control and Refugee Health Branch

For a list of PHS programs and services see PHS brochure.

Accomplishments

PHS officially launched its Customer Service H.E.A.R.T. efforts in January 2014. Each branch kicked off the effort by engaging staff in the 8 Steps of Customer Service training staff and exploring questions such as:

  • Who are our Customers?
  • What obstacles do they face?

Branches also issued the Customer Service H.E.A.R.T. surveys to clients to offer a way of providing feedback. The survey was first administered September 2015 and has been administered annually ever since. Many branches have also offered surveys and other means of obtaining client feedback throughout the year in clinics and in the field e.g., (Nursing, Social Service Aides). 

Feedback you provide through the surveys helps to create annual Branch Customer Service Action Plans to ensure continuous improvement. PHS has also made efforts to train supervisors to better coach their staff on customer service. In addition, PHS has made efforts to recognize staff who provide a positive customer service experience thanks to your input.

Training

Since 2014, PHS has also ensured that staff receive training to ensure a positive customer service experience. For example, all staff have been trained, or in the process of training, on Customer Service, Cultural Competency, Trauma-Informed Services and Resiliency, Mental Health First Aid, Health Equity, Diversity and Inclusion, and more.

Top Ratings

All of the staff who works in PHS is committed to the mission of the organization and many take a special pride in being part of the County that is dedicated to serving the public. It is not surprising then to see that PHS consistently scores high in our Customer Service ratings. While we have gotten high marks for customer service, we know that there is always room for improvement. Here are some sample comments from past clients.

From a customer service survey card regarding Rachel Darby, who works for Public Health Services in Vital Records:
 "Rachel was professional, kind and informed. She definitely is an asset to this establishment! Great attitude!!"
 

From a customer service survey regarding PHS, Vital Records:
“I was very impressed with the sense of urgency all employees displayed, and how quick my service was. The process was expedient, thank you for a positive experience!”
 

From a patient, regarding PHS, TB Control and Refugee Health Branch staff Registered Nurse, Sara Covarrubias:
 "She is always nice and answers all my questions. She made me feel better about taking TB medications."
 

Amy Applebaum (HHSA, Public Health Services) was thanked by a client in the HIV substance abuse program.
 "Amy is always humorous and willing to find solutions for those in our group. She is pulled in many (directions), listens very well and always gives constructive advice and sincere warnings. What I really like above everything is that she does her work like it's a joy and not work. She has really helped me throughout these months going out of her way and I am thankful. She is a saint."