How to conduct patient satisfaction survey

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What Is Patient Satisfaction Survey?

A patient satisfaction survey is a series of questions designed to elicit feedback from patients on the quality of treatment provided by a healthcare provider. The patient satisfaction survey form aids in the adjudication of fundamental metrics throughout patient care, assisting medical facilities in evaluating the degree of care delivered and service faults.

Six fundamental indicators should be used to assess patient satisfaction:

  • Medical treatment of high quality
  • Medical practitioners’ interpersonal abilities
  • Communication and transparency between the medical provider and the patient
  • The financial elements of health care
  • Doctors and other medical professionals are available
  • Care accessibility

A patient satisfaction survey can be given at any point throughout an electronic medical record (EMR) or electronic health record (EHR). It can be done using a mobile device, paper copies of the survey, a website, a point-of-sale device, computers in waiting rooms, or any other media.

The main trauma survey, which is used to undertake the initial assessment and care of a trauma patient who enters a medical institution or a hospital, is one type of a patient satisfaction survey. A secondary trauma survey is an example of a patient satisfaction survey. It is a detailed survey form used to determine the presence of other major but not immediately life-threatening injuries or injuries that were overlooked in the original trauma survey. Both of these example survey forms gather information regarding a patient’s satisfaction with how their trauma was handled at a hospital or medical facility.

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Patient Satisfaction Survey Questions

For efficient feedback collection, each patient satisfaction survey form must include a few key questions. This sample survey can be tailored to the specifics necessary by the authorities. The following are the top five questions that should undoubtedly be included in our patient satisfaction survey:

  • How likely are you to suggest our medical care facility to a friend or colleague based on your overall experience with us?

Health care has grown into a large industry throughout time. When it comes to visiting physicians, trust is really important. That is why, among all sectors, healthcare is primarily reliant on referrals from other past or current patients, depending on the service they received and the level of happiness they experienced. Including a Net Promoter Score question like this one will help us determine whether our hospital will receive more business from current patients and their friends/colleagues/families over time.

  • Did you have any difficulties scheduling an appointment?

The influence of timely appointment provision on patients is amazing since they are unwell or suffering from some sickness and must not be kept waiting. It has a substantial influence on patient retention and the likelihood of returning to the same medical institution or doctor. By incorporating this question in the patient satisfaction survey, we may collect data on appointment assignment timeliness and make modifications to the process to maximize patient happiness.

  • How would you rank our staff’s professionalism?

Patient satisfaction is influenced by the treatment provided by nurses/doctors, as well as the professionalism of administration and ancillary staff members. In order to determine if our personnel were pleasant and professional, as well as whether sufficient help was offered to the patient, ask this question.

  • Are you currently insured by a health-care plan?

Certain diseases are costly and are not covered by health insurance. As there have been occasions when mistakes have occurred and legal claims have been levelled against the hospital, each patient’s information, including this one, is crucial. A healthcare insurance survey template may be used to gather information regarding whether or not patients have insurance.

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What Are Some Examples Of Unique Patient Satisfaction Survey Questions?

The health business contains many diverse nodes of care providers due to its nature and volume of operation. At key milestones, timely input must be gathered. However, the questions will alter depending on the sort of medical care. Some survey questions for the most important medical care institutions are as follows:

Hospitals

  • How would you rank the procedure of investigational diagnosis that you went through?

Patients frequently present to hospitals with localized pain and are unsure how to describe the pain and other symptoms to medical experts. Running an investigative diagnosis using a combination of patient history, family history, conducting tests, and delivering necessary medicine necessitates expertise and foresight on the side of medical care providers. The medical examination services template will provide you with insight into the patient’s experience during the diagnostic procedure.

  • How frequently did you receive contradictory information from various medical care personnel at this hospital?

One of the most essential yardsticks for determining the level of your present personnel is to track the number of times a patient receives contradictory information from multiple medical care specialists. It will aid in the establishment of a procedure for disseminating knowledge and doing on-the-job training as needed.

  • What is the difference in the quality of treatment offered by the hospitals in your area?

Hospitals must constantly give excellent care to all of their patients. It is also critical to capitalize on our strengths while incorporating best practices from other institutions in local area. The healthcare opinion survey form may provide you a fast overview of where we stand in comparison to our localized counterparts.

  • Was the hospital proper in splitting your copayments and coinsurances between Medicare and Medicaid?

Being insured by Medicare and Medicaid is not a personal option, but rather a federal requirement. As a result, if patients are asked inappropriate questions about their coverage and are wrongly billed, they will leave. Conducting a healthcare well-being survey aids in the streamlining of services for the elderly and underserved.

Primary Care Providers

  • Did you feel at ease speaking with the gynecologist as a woman?

Many women are apprehensive about seeing a gynecologist for a variety of reasons. Collecting input on how comfortable someone is with visiting or discussing their condition through a women’s health care survey might make it simpler to be assertive and make the patient comfortable.

  • Is your primary care physician capable of making a quick diagnosis and prescribing medication?

When someone becomes unwell, their first reaction is to go to their primary care physician rather than a hospital. Most of the time, this is the only medical treatment necessary, but if the primary care is insufficient, a patient may be obliged to seek secondary care. The physician practices survey form may be used to get feedback on care delivered as the initial point of contact for someone who is ill.

Secondary Care Providers

  • Did the pharmacy staff charge your insurance company and collect the correct deductible from you for your medications?

Health insurance is currently more extensively utilized as a result of the Affordable Care Act (ACA). Because of the structure of the payer ecosystem, health plans differ by state, federal, and private, and so deductibles differ. With Trumpcare replacing the Affordable Care Act, point-of-sale medical health providers, such as pharmacies, must charge the patient correctly and collect the appropriate deductibles.

  • Were the ambulatory staff members prompt in responding to your medical care request?

One of the most significant medical care providers in the healthcare business is quick responders medical professionals. A patient’s ability to recover fully depends on timely and effective medical care. Collecting feedback on the speed and efficiency of each emergency call is critical for streamlining services and becoming even more successful.

  • How many times do you go to the dentist in a year?

Patients are typically apprehensive about visiting dentists owing to a lack of awareness about dental hygiene and the trauma of being seated in a dentist’s chair. Collecting feedback via the Oral health survey form may be a useful benchmark for determining how comfortable patients are with dentists and how this can be improved.

Specialized Medical Care

  • Were the employees understanding of your addiction?

Patients at de-addiction facilities may not always want to be there. Being aware of the addiction and breaking free from it requires a great deal of mental fortitude and hard effort. Employees at de-addiction centers must be aware of how comfortable their approaches are for assisting patients in dealing with their addiction, as well as how successful their tactics are.

  • Did the psychiatrist accurately identify your condition and give prompt treatment?

Mental health is one of the most overlooked diseases, as well as one of the most difficult to diagnose due to the lack of obvious signs. It makes the diagnosis and counseling much more difficult. Collecting feedback through the usage of a mental health survey form is critical for a psychiatrist since it allows them to be more effective.

  • Did the birth home offer enough postnatal care?

The birth of a child is one of the most anticipated events in the lives of a woman and her family. As a result, every part of the delivery process must be top-notch in order to keep the mother and kid comfortable and free of medical issues. Collecting feedback from moms and families gives a good idea of the level of care offered.

  • Did the radiology center deliver the scan results the same day?

People may visit independent radiography clinics if their health insurance does not cover the radiology lab at a hospital. It indicates that using an outside radiology center lengthens the time it takes to make a diagnosis or assess health improvement. It shortens the time it takes to get reports, which increases patient satisfaction and the radiology center must work to streamline processes continuously. 

Extended Medical Care Organizations

  • Did the extended medical care facility provide you any pointers on how to reintegrate into society?

People who have been in an extended medical care facility for many years and are returning to society are unaware of how difficult it will be to live alone after such a lengthy period. Counselors at the extended medical care facility should give rules for living and keep the patient informed of what has to be done when they return to society.

  • How would you rate the medical staff’s service to you in the previous 12 months?

Many patients are forced to stay in an extended medical care facility due to specific conditions, mental health issues, the need for daily care, and so on. Collecting feedback on their view of the care delivered, what went wrong, and what went right aids in the development of robust and efficient care delivery.

Veterinarian 

  • How long did it take the doctor to diagnose your pet’s illness?

It is more difficult to diagnose what is wrong with animals since symptoms cannot be confirmed rapidly. As a result, a correct and prompt diagnosis becomes even more critical to the pet’s health. Conducting a veterinary survey allows you to get objective, actionable feedback on the treatment process from the pet owner.

How To Make A Patient Satisfaction Survey?

A patient satisfaction survey must include the appropriate questions to elicit a larger number of replies. They must also be comprehensive in nature, covering all aspects of a patient’s medical treatment while being simple to respond and include a combination of open-ended survey questions and other question kinds. It is also beneficial to map out problem areas and gain an understanding of the degree of the problem and areas that may be improved from our consumers – the patients.

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What Are The Benefits Of Conducting A Patient Satisfaction Survey?

In many circumstances, important aspects of a medical facility’s operation go neglected owing to a scarcity of patient input and a general lack of knowledge about the challenges that patients confront while seeking consultation and treatment. It is here that patient satisfaction surveys come in handy, as they give an excellent forum for patients to express candid comments based on their experience. Let’s take a look at why doing frequent patient satisfaction surveys is so important for retaining and expanding our patient visitors. There are many reasons why a patient satisfaction survey should be conducted.

  • Map and track a patient’s journey: A medical institute must measure its patients’ happiness with the service they get. It is usually suggested to perform patient satisfaction surveys at many points of significant engagement with the medical staff and your institution at large to guarantee effective patient care at every point of significant interaction with the medical staff and your institution at large. It allows us to identify and address areas of poor satisfaction.
  • Collect information regarding patient loyalty: Incorporating a Net Promoter Score question – “Considering your overall experience with our medical facility, how likely would you be to recommend us to a friend or colleague?” – will help us understand how loyal our patients are, as each patient will tell their friends and colleagues about their experience after they leave. 
  • Patients will be classified into three groups based on their responses: promoters (9-10), passives (7-8), and detractors (0-6).
  • In many circumstances, whether patients had a bad experience (i.e., critics) or a good experience (i.e., promoters), they would tell their friends and colleagues about it. While a negative experience will harm your facility’s reputation, a favorable experience will help us develop one.
  • Hospital administrators should calculate their Net Promoter Score at each touchpoint in the patient journey or at the end of their treatment. It guarantees that detractive patients’ concerns are handled, that attempts are made to turn passives into promoters, and that promoters are kept happy with each treatment session.
  • Report any ill-treatment by hospital personnel: A patient satisfaction survey form encourages openness by giving people a forum to discuss any maltreatment by hospital staff and bring it to the attention of management. The management team can either terminate those employees or teach them to be polite to all patients that visit the medical institution.
  • Effective patient care: Medical institutions can examine the gap between patient needs and their provisions by conducting a patient satisfaction survey. Medical facilities can have a better understanding of their operating efficiency, which can be used to close the discovered gap.
  • Every business, including healthcare, has grown more customer-focused. There are several areas in a medical institution’s operations that require development, and this is where learning directly from clients becomes beneficial. Our hospital or healthcare institution might include questions about how we can better serve patients in order to continuously changing in response to changes in patient views and opinions.
  • Provide patients with timely services: Eight out of ten medical professionals stated that they attended to all of their patients precisely at their scheduled times. Almost half of patients, on the other hand, believe that they are never called in at their scheduled appointment time.
  • Learn about hygiene levels: A hospital’s hygiene levels represent how well-maintained it is. A sizable proportion of patients would like to attend a hospital with clean and sanitary amenities. We can include questions on this topic in the questionnaire.

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Hipaa Compliance For Patient Satisfaction Survey

A strong sense of data integrity governs patient care and the medical industry. Patients are hesitant to disclose medical information because they believe the information should be treated with exceptional confidentiality and care.

The Health Insurance Portability and Accountability Act (HIPAA) establishes a framework for the acquisition of sensitive patient data. Medical institutions are permitted to conduct evaluation surveys for patient care and, in general, collect actionable input for health care operations under HIPAA privacy standards. Feedback on the quality of treatment delivered by medical personnel as part of a survey or questionnaire completed by a patient is regarded a quality evaluation and improvement activity and is part of the health care system. If a medical care provider gathers patient health information (PHI), that caregiver is subject to HIPAA regulations.

If a patient offers comments or answers to a survey as “private communication,” HIPAA compliance requires that the patient’s request be respected and carried out as asked. 

HIPAA also requires that when PHI is gathered, any ICD-10 or ICD-11 codes in the survey template be sufficiently marked out, and each code be stated in full so that the patient is aware of the payer and its provider technical information. 

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Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries