Title: 'Early Hearing Detection and Intervention (EHDI) Parent and Provider Satisfaction Survey on Newborn Hearing Screening Services'
Track: 9 - Program Evaluation and Quality Improvement
Keyword(s): Early Hearing Detection and Intervention Survey, Newborn Hearing Screening Services
Learning Objectives:
  1. Recognize the diversity of customers served by state Early Hearing Detection and Intervention (EHDI) programs
  2. Develop a questionnaire framework to assess customer satisfaction with key services
  3. Combine satisfaction survey results with program process data to make informed decisions


The Arkansas Infant Hearing Program follows a model of program evaluation that includes continuous quality improvement. In 2013, the Infant Hearing Screening (IHS) module of the Electronic Registration of Arkansas Vital Events (ERAVE) system was implemented. The proposed program evaluation consisted of a four-part customer satisfaction survey. The purpose of this satisfaction survey was to query key stakeholders (i.e., parents, nursing staff, audiologists, primary care physicians) on satisfaction with services following implementation. The Arkansas Infant Hearing Program contracted with the Institute of Government (IOG) Survey Research Center (SRC) at the University of Arkansas at Little Rock for an independent evaluation. The parent and provider surveys include demographic data including infant and parent age, gender, race, ethnicity, and geography. Parents and providers were contacted via telephone and asked to respond to various aspects of the newborn hearing screening and follow-up process, including initial screening, rescreening, diagnosis, and early intervention services. In addition, parent and provider satisfaction with timeliness of service provision as well as provider qualifications, experience, and teamwork were assessed. The surveys consisted of closed set and open set questions. Results of the satisfaction surveys are presented with results highlighting strengths of the program and opportunities for improvement. The Infant Hearing Program participated as a team to make informed decisions using the survey data to plan small changes. Methods for monitoring the impact on outcomes will be shared.
Presentation: Poster_NannetteNicholson_1630.pdf


Handouts: Handout is not Available
CART: CART Transcription is not Available
Shannon Loyd - Author
Arkansas Department of Health
     Credentials: Registered Nurse ASRN, BA
      Shannon is the Arkansas Department of Health EHDI Co-Cordinator.
Nannette Nicholson - Co-Presenter,Author
     Credentials: Ph.D.
     Other Affiliations: ACH
      Nannette Nicholson, PhD is a Professor and Interim Chair of the Department of Audiology and Speech Pathology at the University of Arkansas for Medical Sciences/University of Arkansas at Little Rock. She also has a clinical staff appointment at Arkansas Children's Hospital. Her primary research area is early intervention and pediatric audiology.

Financial -

Nonfinancial -
Lauren Schlagenhauf - Author
University of Arkansas for Medical Sciences
     Credentials: B.S.
      Lauren Schlagenhauf is a 1st year Au.D. student in the Department of Audiology and Speech Pathology at the University of Arkansas for Medical Sciences.
Shannon Loyd - Co-Presenter,Author
Arkansas Department of Health
     Credentials: Registered Nurse
      Shannon became part of the Infant Hearing Program at the Arkansas Department of Health in April 2014. Prior to coming to the IHP she worked as an RN in Arkansas and St. Louis hospitals where she worked in Well-Baby and NICU nurseries, and she administered Newborn Hearing Screenings, Newborn Screenings, and CCHD. Shannon was part of the pilot project for implementing ERAVE in 2013.

Financial - No relevant financial relationship exist.

Nonfinancial - No relevant nonfinancial relationship exist.
Stephen McElroy - Author
Arkansas Department of Health
     Credentials: Quality Improvement and Follow-Up Specialist
      Stephen is a quality improvement and follow-up specialist with the Arkansas Department of Health. Stephen joined the program in 2013 and has over 20 years of experience in quality improvement and data management. Stephen works with parents, hospital staff, and physicians to provide technical/tracking and follow-up assistance.