[Federal Register Volume 62, Number 79 (Thursday, April 24, 1997)]
[Notices]
[Pages 20012-20013]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-10550]


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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.

[[Page 20013]]

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