CCHC Patient Experience Dashboard

Section 01

System-Wide Performance Snapshot

All 6 CCHC locations across internal PSS data, public reviews, social sentiment, and employee satisfaction — benchmarked against CA state and national FQHC averages.

Yelp Avg All Locations

3.5

Out of 5.0 · 500+ reviews

PSS Overall Score

96.1%

Feb 2026 · Target: 98%

Thumbs Up Rate

100%

Feb 2026 · 14 responses

Employee Satisfaction

3.1

Indeed avg · Target: 3.8

Positive Sentiment

54%

Cross-platform avg

Patient Experience vs. CA & National Benchmarks (% Top Box)

CCHC CA State Avg National FQHC Avg

Rating Distribution — All Platforms Combined

Top Review Themes

PSS 3-Month Trend vs. 98% Target (Dec 2025 – Feb 2026)

Section 02 — Internal Data

PSS Patient Satisfaction Survey — February 2026

Patient Satisfaction Survey scores by location and category. Target: 98% across all metrics. Green = at/above target · Yellow = within 5% · Red = below target by 5%+.

PSS Scores by Location — February 2026 Target: 98%

Location	Phone Courtesy & Communication	Available Appt Times	Front Desk Greeting & Updates	MA/DA Courteous & Explained Next Steps	Provider Included You in Decisions	Provider Listened to Concerns	CCHC Team Communicated Clearly	Trend

Available Appointment Times — Dec/Jan/Feb

Front Desk Greeted & Kept Updated — Dec/Jan/Feb

DA/MA Courteous & Explained Next Steps — Dec/Jan/Feb

Provider Included in Treatment Decisions — Dec/Jan/Feb

Provider Listened to Concerns — Dec/Jan/Feb

CCHC Team Communicated Clearly — Dec/Jan/Feb

PSS Key Insights & Action Items (February 2026)

Strengths

AR: Perfect 100% across all categories
HP: 100% in 5 of 7 categories
ER: 100% phone, appt, MA, team communication
SL: 100% phone, appt, provider listening
Overall highest PSS scores in recent history

Areas Needing Attention

GL: MA courtesy at 88% — below 98% target
GL: Provider inclusion at 88% — trending down
HP: Provider inclusion at 86.7% — lowest system-wide
SL: MA courtesy at 90% — needs monitoring
NH: Front desk at 91.5% — room to improve

Recommended Actions

Increase MA shadowing/observations at GL & SL
Provider service coaching at HP & GL
PCC accountability system for front desk
Continue monthly huddles & service trainings
Leslie + Michael: action plan for GL providers

PSS Select Patient Comments — February 2026

"Bedside manner was amazing — it was my daughter's 1st visit and they were so kind and understanding. The facility was so nice."

— Sunland Dental

"Have been coming to this clinic since I was a child and they have been the best!"

— Highland Park

"Professionalism and overall experience has improved tremendously. Wait time improved greatly. Staff greeted me cheerfully."

— Sulaiman, Highland Park

"Everyone in the office was kind, caring, and went above and beyond to make sure I had what I needed."

— Kropak, Glendale

"My provider is very confused at times — she does not refill my prescription on time."

— Cayago, Eagle Rock

"I felt very disappointed — he was in a hurry during my procedure, gave no initial instructions, was very rough."

— Baycher, Glendale

"The lobby TV plays very loud — I leave with a headache. Also, questions don't ask if information given was accurate."

— Sajedi, N. Hollywood

"I am always very grateful for everyone at this clinic. Thank you for your kindness and compassion."

— Manar, N. Hollywood

Section 03 — Internal Data

Service Observation Report — January 2026

Observation scores by department across all locations. Observers rated service practice completion, patient engagement, overall service skills, and empathy on a scale of 1–10 (reported as %). Goal: 100% service practice completion, 10/10 on all quality metrics.

Service Observation by Location & Department — January 2026

Site	Department	Service Practice Completion Goal: 100%	Engagement with Patients Goal: 10/10	Overall Service Skills Goal: 10/10	Kindness & Empathy Goal: 10/10	Rating

Service Observation Scores by Location

Top Performers & Focus Areas

Top Performers

ER: All departments 100% service practice · PCCs & DAs 100% empathy
HP: PCCs 100% across all 4 metrics
AR: PCCs 100% service completion, 98% engagement, 98% empathy
NH: PCCs 100% service completion, 100% empathy

Focus Areas

GL Providers: 88% service completion · 91% empathy — lowest site
SL Providers: 92% completion · 88% empathy — below target
GL MAs: 95% completion · 89% engagement
SL MAs: 92% service completion needs consistent monitoring

Imprinting® Opportunity

The data shows a consistent pattern: PCCs and DAs score highest while Providers and MAs at GL and SL underperform. This signals a departmental service culture gap — exactly what Imprinting® Practice #3 (Mission-Minded Employees) and Practice #5 (Nurture Internal Culture) resolve.

Section 04 — Internal Data

Thumbs Up / Thumbs Down Report — February 2026

Real-time patient sentiment collected via the CCHC Thumbs Up/Down portal. Reporting period: February 1–28, 2026. Total responses: 14 across all participating locations.

100%

Thumbs Up

14 of 14 responses

0%

Thumbs Down

0 of 14 responses

14

Total Responses

Feb 1–28, 2026

Low

Response Volume

Opportunity to increase participation

Thumbs Up/Down Responses by Location

Note: GL, ER (medical), NH, and AR had 0 responses this period — participation gap to address

Patient Quotes from Thumbs Up/Down Portal

"They are awesome — caring, listen well, clean place, and the doctor is awesome as well!"

— Glendale Medical

"Dr was great and hygienist was great as well!"

— Eagle Rock Dental

Key Observation

100% Thumbs Up is excellent — but only 14 responses system-wide in a full month suggests the portal is under-promoted. With 177,000+ annual visits, even a 0.1% capture rate would yield 1,700+ monthly responses. Increasing portal visibility is a high-impact, low-cost quick win.

Participation Gap by Location

Section 05

Individual Location Scorecards

All 6 CCHC locations graded across public ratings, internal PSS scores, sentiment, and primary service issues.

Location	Abbrev	Services	Yelp	Reviews	PSS Feb	Obs Score	Sentiment	Grade	Top Issue

Location Ratings vs. CA & National Benchmarks

PSS Score by Location vs. 98% Target

Combined Performance Index (Yelp + PSS + Obs)

Section 06

Sentiment & Social Media Analysis

Multi-platform sentiment breakdown across Yelp, Google, Facebook, Instagram, X/Twitter, and Indeed — with representative patient and employee voice.

Overall Sentiment — All Platforms

Platform-by-Platform

Mgmt Response Rate

CCHC Rate

~35%

Partial engagement

Industry Best

70%

Competitor benchmark

NPS Comparison

Patient Voice — Positive

"It's always a pleasure to come to Eagle Rock CCHC clinic — James at front, Jenny reception, Amber administrator — great crew!"

— Yelp (Eagle Rock, 5★)

"Best clinic! Staff are professional and caring. The doctors are thorough and take their time with you."

— Google (Glendale, 5★)

"CCHC has been a lifesaver. Affordable, multilingual staff, and they truly care about the community."

— Google (Highland Park, 5★)

"Ani is definitely the one you want taking your blood — best phlebotomist!"

— Yelp (Eagle Rock, 5★)

Patient Voice — Needs Improvement

"Waiting 2 months for follow-up on a tooth with decay is unacceptable."

— Yelp (Eagle Rock dental)

"Clinic is consistently short-staffed, which puts a lot of pressure on MAs. Workload is very high."

— Indeed (Employee)

"Unprofessional leadership — personal grudges aired on social media instead of handled privately."

— Indeed (Employee, 2025)

"Constantly assigned new tasks, no raise in pay, HR does nothing about lead problems."

— Indeed (Sunland, 2024)

Key Pattern

Positive reviews praise specific individuals while negative reviews cite systemic issues: dental wait times, staffing shortages, and management culture. These are fixable with Imprinting® — structural solutions, not individual blame.

Section 07

Competitor Landscape — LA/SF Valley FQHCs

Three direct competitors compared against CCHC across all patient experience dimensions. Competitor scores are consolidated averages across all their locations.

Subject

Comprehensive Community Health Centers

6 locations · LA County · Est. 2002

3.5 / 5.0

Competitor 1

AltaMed Health Services

30+ locations · LA & OC · Largest US FQHC

3.1 / 5.0

Competitor 2

Eisner Health

5 locations · LA County · JCAHO Accredited

3.8 / 5.0

Competitor 3

Northeast Valley Health Corp

8 locations · San Fernando Valley · FQHC

3.2 / 5.0

Category Comparison — All Competitors (Consolidated)

CCHC AltaMed Eisner NE Valley

Metric	CCHC	AltaMed	Eisner	NE Valley	CA Avg	National Avg
Overall Rating (5pt)	3.5	3.1	3.8	3.2	3.4	3.6
Staff Communication	3.6	3.0	3.8	3.3	3.3	3.5
Wait Time Experience	3.1	2.5	3.4	2.9	2.9	3.1
Scheduling / Access	3.3	2.7	3.6	3.0	3.0	3.2
Care Quality	3.8	3.2	4.0	3.4	3.5	3.6
Facility / Cleanliness	3.4	3.4	4.0	3.2	3.4	3.5
Employee Satisfaction	3.1	3.3	3.7	3.0	3.3	3.4
PSS/Internal Score	96.1%	N/A	N/A	N/A	~88%	~85%
Mgmt Response Rate	~35%	~70%	~65%	~40%	~45%	~40%

Competitive Position

CCHC outperforms AltaMed and NE Valley in overall rating (3.5 vs 3.1 and 3.2) and has the highest internal PSS scores in the system. The gap to close is vs. Eisner Health (3.8) — a 0.3-point gap that represents a realistic 12-month Imprinting® target. CCHC's internal data quality is a significant competitive advantage no competitor can match.

Section 08

KPIs & Customer Service Metrics

Current CCHC performance against FQHC best practice benchmarks and internal targets.

Est. NPS Score

+18

Target: +40

Dental Wait (Days)

45+

Target: ≤21 days

Patient Retention Est.

72%

CA FQHC avg: 74%

Thumbs Response Rate

Low

14 responses / Feb — needs scale

PSS vs. 98% Target

96.1%

1.9% below target system-wide

KPIs: Current vs. Best Practice

Employee Satisfaction — Indeed (All Locations)

Staff → Patient Connection

Gallup research confirms: disengaged healthcare employees produce 20–30% lower patient satisfaction. CCHC's 3.1/5 employee score is a lagging indicator for future patient experience decline if not addressed now.

CCHC Social & Review Feed — All 6 Locations