Who are the people you serve with your mission? Describe briefly.

Founded in 1971, Chinatown Service Center (CSC) is one of the largest community-based, Chinese- American organizations in Southern California. As a multi-service, non-profit community health center with Federally Qualified Health Center (FQHC) designation, we care for the underserved at our five (5) clinic sites across Los Angeles (LA) County, California. At these sites, we provide health, dental, behavioral health to diverse, immigrant, limited English speaking, low-income, homeless, and previously incarcerated populations. The vast majority of our patient population identify as non-White, with the largest racial/ethnic groups served being Asian/Pacific Islander, followed by Hispanic individuals.

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

Electronic surveys (by email, tablet, etc.), Paper surveys, Case management notes, Other means

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

With whom does your organization share the feedback you got from the people you serve?

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

How has asking for feedback from the people you serve changed your relationship with them or shifted power - over decisions, resources, rules or in other ways - to them?

All services at CSC are provided from a patient-centered approach. To solidify this commitment, CSC has earned recognized as a Patient-Centered Medical Home (PCMH). The PCMH is a care model that promotes care coordination and communication in order to provide better care and outcomes to patients. The National Center for Quality Assurance (NCQA) PCMH recognition model is the most widely adopted model in the country for transforming health centers into Patient-Centered Medical Homes. Further, our organization offers Integrated Care, as such, CSC’s services are fully integrated and co-located in a “one stop shop.” This model ensures clients will receive whatever services are needed to meet the client need. All treatment plans and goals are completed collaboratively with our patients.

What challenges does your organization face in collecting feedback from the people you serve?

It is difficult to get the people we serve to respond to requests for feedback, Staff find it hard to prioritize feedback collection and review due to lack of time

Briefly describe a recent change that your organization made in response to feedback from the people you serve.

We conduct a need assessment every three years as part of CSC's Quality Improvement process, which includes feedback from those we serve. We learned that our service area had needs around the opioid crisis. Upon further investigation, secondary data research revealed that in our service area, there were 8,910 buprenorphine prescriptions provided to 1,834 individuals to treat their Opioid Use Disorder (OUD). Our Need Assessment indicated that only 6.7% of those with OUD in our service area were engaged in formal Medication Assisted Treatment (MAT) services. One this need was identified and verified, CSC sought funding for a MAT program, with full support of leadership and the Board. In 2021, we were awarded federal funding to formalize and promote a MAT program at CSC.