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City of Kansas City, Mo.


Independent survey gives City’s Environmental Public Health Protection Program high marks

The City of Kansas City, Mo., Health Department’s Environmental Public Health Protection Program has received overwhelmingly positive responses from a survey that measured the program’s client satisfaction with several local businesses.

The City contracted with ETC Institute, a market research firm, in September 2011 to conduct this survey. Because the general public does not always see the services or regulatory actions, ETC Institute focused the survey on establishments actively regulated by the Health Department.

“Continuous quality improvement is vital in programs that serve the public,” said Bert Malone, manager of the Environmental Health Services division. “This survey helps us identify and address areas of the inspection process in need of improvement.”

The two-page survey was mailed to 2,000 Kansas City, Mo., businesses selected at random. ETC Institute then contacted each of the establishments 10 days later with a follow-up phone call. A total of 438 businesses, including food establishments; public and semi-public pools; hotels, motels and other temporary lodging; childcare facilities; and septic haulers, responded to the survey. No identifying information was provided to the Health Department, and all responses were kept anonymous.

When asked to rate their inspector in five categories, businesses gave an excellent or good rating in the following categories:

• Courtesy - 91 percent of respondents

• Professionalism - 91 percent of respondents

• Helpfulness - 90 percent of respondents

• Overall customer service - 89 percent of respondents

• Advice given - 88 percent of respondents

The survey findings also indicated that 91 percent of businesses responding felt their questions were adequately answered during inspections.

“Though the relationship between businesses and regulatory authority is often perceived as being at odds, the overwhelmingly positive response to this anonymous survey is a testament to the quality of the inspectors, the program and the work that is done at the Health Department,” said Malone.

More information on Environmental Public Health Protection Program, including results from the survey, may be found at our webpage,

Media inquiries on this topic should be directed to Jeff Hershberger, public information officer, 816-840-2548 (pager). Follow the Health Department on Facebook, Twitter, and YouTube,, and


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