XM Knowledge Base
Ocean County + Qualtrics
OCHD reaches more communities, improves care delivery
Ocean County Health Department Achieved
Successfully engaged more families from at-risk communities
165K
Residents OCHD can now directly message, rather than relying on advertising
Automation enables staff to focus on care delivery
Overview
The Ocean County Health Department (OCHD) provides care for about 650,000 New Jersey residents—including many from diverse populations with unique needs, such as seniors and members of orthodox religious communities. Without insights into the needs of each specific group, OCHD struggled to effectively tailor its offerings to ensure the best possible care.
How do you care for the specific needs of several diverse populations?
OCHD first used Qualtrics to analyze past feedback and zero in on concerns unique to each of those populations. Then, Ocean County incorporated those concerns into subsequent outreach efforts so that it could measure whether it was meeting each group’s specific needs.
The resulting insights led to changes to several key programs and initiatives, including a grant-funded program related to emergency substance abuse intervention, and also how health services can be better delivered within schools and community agencies.
Automation frees up an overworked team
About 30,000 families are enrolled in an OCHD-administered program that supports early childhood development. Yet with only 40 team members, OCHD struggled to provide optimal attention to each participating family. After using Qualtrics to automate some elements of the program, the OCHD team was freed up to provide care more attentively and efficiently.
An intuitive new system elicits more and better feedback
The switch to Qualtrics also resulted in an improvement in the quality of feedback OCHD received from enrolled families. The responses were more thorough, and reached a far more diverse population of families than OCHD’s previous manual strategy.
One element of the program involves assessment of WIC children’s developmental milestones, and many families responding were in at-risk demographics that OCHD historically struggled to reach. The new system enabled the WIC team to identify cases where delayed development suggested intervention may be needed.
Patricia High
Assistant Public Health Coordinator
We're able to give opportunity for a voice to our community in ways that we wouldn't have been able to otherwise hear them.
New Jersey’s Ocean County Health Department provides healthcare services to more than 650,000 residents, including preventive health services that range from maternal and child health to substance abuse prevention and environmental health services.
OCHD websiteIndustry
Government
Region
North America
Company Size
Large
Business Type
State and Local