Warren Grant Magnuson Clinical Center; Proposed Collection; Comment Request; Customer and Other Partners Satisfaction Surveys

DEPARTMENT OF HEALTH AND HUMAN SERVICES

National Institutes of Health

Warren Grant Magnuson Clinical Center; Proposed Collection;

Comment Request; Customer and Other Partners Satisfaction Surveys

SUMMARY: In compliance with the requirement of Section 3506(c)(2)(A) of

the Paperwork Reduction Act of 1995 for the opportunity for public

comment on the proposed data collection projects, the Warren Grant

Magnuson Clinical Center (CC), the National Institutes of Health, (NIH)

will publish periodic summaries of proposed projects to be submitted to

the Office of Management and Budget (OMB) for review and approval.

PROPOSED COLLECTION: Title: Customer and Other Partners Satisfaction

Surveys. Type of Information Collection Request: New request. Need and

Use of Information Collection: The information collected in these

surveys will be used by Clinical Center personnel: (1) To evaluate the

satisfaction of various Clinical Center customers and other partners

with Clinical Center services; (2) to assist with the design of

modifications of these services, based on customer input; (3) to

develop new services, based on customer need; and (4) to evaluate the

satisfaction of various Clinical Center customers and other partners

with implemented service modifications. These surveys will almost

certainly lead to quality improvement activities that will enhance and/

or streamline the Clinical Center's operations. The major mechanisms by

which the Clinical Center will request customer input is through

surveys and focus groups. The surveys will be tailored specifically to

each class of customer and to that class of customer's needs. Surveys

will either be collected as written documents, as faxed documents,

mailed electronically or collected by telephone from customers.

Information gathered from these surveys of Clinical Center customers

and other partners will be presented to, and used directly by, Clinical

Center management to enhance the services and operations of our

organization. Frequency of Response: The participants will respond

yearly.

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Affected public: Individuals and households; businesses and other for

profit, small businesses and organizations. Types of respondents: These

surveys are designed to assess the satisfaction of the Clinical

Center's major internal and external customers with the services

provided. These customers include, but are not limited to, the

following groups of individuals: Clinical Center patients, family

members of Clinical Center patients, visitors to the Clinical Center,

National Institutes of Health investigators, NIH intramural

collaborators, private physicians or organizations who refer patients

to the Clinical Center, volunteers, vendors and collaborating

commercial enterprises, small businesses, regulators, and other

organizations. The annual reporting burden is as follows:

Table 1.--Burden Estimate

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Time to

Estimated Expected complete Estimated

Customer Type of survey number to be response rate survey burden hours

surveyed (minutes)

----------------------------------------------------------------------------------------------------------------

Clinical Center Patients...... Questionnaire/ 11,100 66% 20 2436.6

Telephone.

Family Members of Patients.... Questionnaire/ 8500 38% 10 533.3

Post-Card.

Visitors to the Clinical Questionnaire/ 3500 15% 10 87.5

Center. Post-Card.

Former physician employees and Electronic...... 650 35% 10 38.2

trainees.

Guest workers/Guest Electronic...... 950 60% 22 210

researchers.

Extramural collaborators...... Electronic...... 600 30% 15 45

Vendors and Collaborating Questionnaire/ 9500 17% 18 475

Commercial Enterprises. Fax-Back.

Professionals and Fax Back........ 9000 30% 28 1250

Organizations Referring

Patients.

Regulators.................... Fax Back........ 85 82% 19 22

Volunteers.................... Questionnaire... 850 58% 28 230

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Total..................... ................ .............. n=16,812 .............. 5,327.6

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Estimated costs to the respondents consists of their time; time is

estimated using a rate of $10.00 per hour for patients and the public;

$30.00 for vendors, regulators, organizations and $55.00 for health

care professionals. The estimated annual costs to respondents for each

year for which the generic clearance is requested is $72,894 for 1998,

$30,276 for 1999, and $24,531 for 2000. There are no capital costs,

operating costs and/or maintenance costs to report.

REQUESTS FOR COMMENTS: Written comments and/or suggestions from the

public and affected agencies are invited on one or more of the

following points: (1) Whether the proposed collection of information is

necessary for the proper performance of the functions of the Clinical

Center and the agency, including whether the information shall have

practical utility; (2) The accuracy of the agency's estimate of the

burden of the proposed collection of information, including the

validity of the methodology and assumptions used; (3) Ways to enhance

the quality, utility, and clarity of the information to be collected;

and (4) Ways to minimize the burden of the collection of information on

those who are to respond, including the use of automated, electronic,

mechanical, or other technological collection techniques or other forms

of information technology.

FOR FURTHER INFORMATION: To request more information on the proposed

project, to obtain a copy of the data collection plans and instruments,

or to submit comments, contact: Dr. David K. Henderson, Deputy Director

for Clinical Care, Warren G. Magnuson Clinical Center, National

Institutes of Health, Building 10, Room 2C 146, 9000 Rockville Pike,

Bethesda, Maryland 20892, or call non-toll free: (301) 496-3515, or e-

mail your request or comments, including your address to

[email protected].

COMMENTS DUE DATE: Comments regarding this information collection are

best assured of having their full effect if received within 60 days of

the date of this publication.

Dated: April 17, 1997.

Michael Goldrich,

Deputy Director, CC.

[FR Doc. 97-10550 Filed 4-23-97; 8:45 am]

BILLING CODE 4140-01-M