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Using satisfaction surveys

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Good management often means being ahead of events. When it comes to Patient Experience, where being proactive is vital, good management means having each patient fill out a satisfaction survey.

These surveys allow a good practice manager to:

  • Know what patients really think about the practice and compare it to their own perceptions to see how they match up.
  • Identify inefficiencies or areas where the practice could improve. This includes aspects of personnel, facilities, or services or attention given to patients that might not have otherwise been seen. 
  • Detect what gets the best reviews by patients, and highlight it.

The survey itself can take on one of several different formats (on paper, by email, using special software... ), and it can be done personally or anonymously according to what we want to get out of it. However, regardless of the way you conduct the survey, it should follow these three rules:
 

  • The questions should be simple and direct and, ideally, limited in number.
  • The responses to the survey should cause some type of action;  whether it's reinforcing the good points or responding immediately to complaints or improvement suggestions.
  • The patient should always be thanked for his or her cooperation in completing the survey.

 

31March2015
Using satisfaction surveys

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