Mosaic Community Health

Who are the people you serve with your mission?

We serve Central Oregon citizens.

How is your organization collecting feedback from the people you serve?

Electronic surveys (by email, tablet, etc.), Focus groups or interviews (by phone or in person), Constituent (client or resident, etc.) advisory committees, Suggestion box/email,

How is your organization using feedback from the people you serve?

To identify and remedy poor client service experiences, To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects, To identify where we are less inclusive or equitable across demographic groups, To strengthen relationships with the people we serve, To understand people's needs and how we can help them achieve their goals,

What significant change resulted from feedback?

Mosaic Medical utilizes multiple diverse Patient Advisory Committees to hear feedback directly from the patients we serve. Recently, we heard feedback from many of the Patient Advisory Committees that Mosaic Medical's 'drive up' mode of care is highly convenient beyond COVID-19, so that service will continue to be offered indefinitely and will be expanded to include blood pressure checks, among other services.

With whom is the organization sharing feedback?

The people we serve, Our staff, Our board, Our community partners,

How has asking for feedback from the people you serve changed your relationship?

Over 50 patients sit on our Patient Advisory Councils and provide a valuable perspective related to the delivery of care and communication across Mosaic’s 15 clinics. We are extremely appreciative of their donated time and knowledge, as they assist with providing personal and detailed feedback from every clinic in the region. This allows us to receive real time feedback on new programs, ongoing services, and more.

Which of the following feedback practices does your organization routinely carry out?

We collect feedback from the people we serve at least annually, We take steps to get feedback from marginalized or under-represented people, We aim to collect feedback from as many people we serve as possible, We take steps to ensure people feel comfortable being honest with us, We look for patterns in feedback based on demographics (e.g., race, age, gender, etc.), We look for patterns in feedback based on people’s interactions with us (e.g., site, frequency of service, etc.), We engage the people who provide feedback in looking for ways we can improve in response, We act on the feedback we receive, We tell the people who gave us feedback how we acted on their feedback, We ask the people who gave us feedback how well they think we responded,

What challenges does the organization face when collecting feedback?

We don't have any major challenges to collecting feedback,