Patient FeedbackCapturing The Real Thoughts And Feelings From Patients About Their Experience
There are various approaches used by practices for receiving patient feedback. Certainly it’s better to offer a way for patients to share their experience with you rather than leaving their feelings about time in your office up for discussion with others, especially if that experience was less than positive.
While you can’t monitor every move your staff makes, you can certainly obtain understanding about the over all patient experience by asking the right questions. By gaining perspective through the patients eyes you are better able to assess everything from the over all perception and comfort of your facility, to how guests are being made to feel while in your care. All of it matters. For a practice to truly exceed expectation there must be attention to detail.
Below are some good questions to ask patients at the conclusion of each visit. There are many resources for which to deliver the survey, via an online feedback service that automatically emails each patient, electronic device in your office, or by hand.
The key is to make participating easy.
Often using a scale of 1 – 5 works best. Create your scale however you see fit. Typically ratings read with 1 being “Disappointed” and 5 being “Extremely satisfied”. Most often 3 will be “No opinion”. Again, do whatever works best for the systems you have in place.
SURVEY QUESTIONS
1. Disappointed 2. Needs Improvement 3. No Opinion 4. Satisfied 5. Extremely Satisfied
Receiving a warm welcome at arrival / (circle one)1. 2. 3. 4. 5.
Timeliness of greeting and check in / 1. 2. 3. 4. 5.
Over all appearance of the waiting area / 1. 2. 3. 4. 5.
Ample materials to increase patient comfort in the waiting area / 1. 2. 3. 4. 5.
Overall appearance and condition of the office / 1. 2. 3. 4. 5.
Feeling the staff created a special and personalized experience / 1. 2. 3. 4. 5.
Feeling as though the staff took care of your needs / 1. 2. 3. 4. 5.
Feeling as though the staff understood your wants / 1. 2. 3. 4. 5.
Staff greeting you by name during your visit / 1. 2. 3. 4. 5.
Made to feel appreciated and wanted / 1. 2. 3. 4. 5.
Satisfaction that all equipment was in working order / 1. 2. 3. 4. 5.
Feeling your practitioner listened to your needs / 1. 2. 3. 4. 5.
Feeling you understood your diagnosis / 1. 2. 3. 4. 5.
Feeling this practice exceeded the standard level of medical care / 1. 2. 3. 4. 5.
Feeling this practice was up to date on the latest medical technologies and advances / 1. 2. 3. 4. 5.
Receiving a friendly and sincere goodbye at departure / 1. 2. 3. 4. 5.
Likelihood you will continue to use this practice / 1. 2. 3. 4. 5.
Likelihood you will refer friends to this practice / 1. 2. 3. 4. 5.
Overall satisfaction with your experience / 1. 2. 3. 4. 5.
QUESTIONS, REMARKS, FEEDBACK
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