Using Patient Satisfaction Surveys for Practice Improvement

How does your practice measure up against the competition?

A Patient Satisfaction Survey is an often-overlooked source of valuable information you can use to improve your practice. Today’s healthcare industry continues to increase its demands for quality measures. Thus, it makes sense for you to keep tabs on how you measure up against the competition.

Before you rush into creating and distributing such a survey, there are a few things to consider. Clearly the most important task is to make certain your entire staff is on board. It will take a total team effort to create a quality environment within your practice. Every member of your team should embrace the goal of quality patient care, regardless of the individual role within the office.

There are several effective methods to consider for administering surveys, including the following:

• A follow-up phone survey after a recent office visit
• A written survey (mailed – include a self-addressed, stamped envelope)
• A written survey (distributed and completed within the office)
• Online Surveys

Note, that while online and written surveys are often the best method when considering cost effectiveness, a more personal phone interview will often provide more clearly detailed information.

Keep it simple

Regardless of how you proceed, you should keep it simple. Basic number scales, or “agree/disagree” ranges are generally best. However, open-ended questions may also be beneficial. Consider asking outright what you might do to improve? Whether or not a patient would refer your office to a friend or family member is a simple question that provides a lot insight. And don’t forget that patient care extends beyond doctor and clinical assistants. Include questions about the convenience and efficiency of your billing department, as well as the cleanliness of the office, and even the phone etiquette, and friendliness of the staff. These are all factors that leave a lasting impression on patients and affect their overall satisfaction with your office. Additionally, patients are more inclined to offer genuine feedback when such surveys are anonymous. The option of anonymity may encourage some patients to participate.

Finally, remember that KNOWLEDGE is POWER! Once your surveys have been returned, use the information wisely to implement change. A consistent mindset toward improvement and quality will keep your practice healthy, and your patients happy.

As you evaluate the systems for documentation in your practice, be reminded that other valuable pieces of recordkeeping include a complete and compliant documentation system. This improves patient communications with the practice and provides for an ongoing positive patient experience at each visit. If you find that your own paperwork is a bit inefficient, this assuredly is affecting not only your compliance but quite possibly your patient relationships as well. Take a look at the documentation system provided by Chiropractic Paperwork to streamline this process in your practice!