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Patient Satisfaction Surveys

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LEGER
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Consumer Opinion Services
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Table of Contents

01

What are Patient Satisfaction Surveys?

Patient Satisfaction Surveys1

Patient satisfaction surveys are surveys that collect feedback from patients in order to measure their satisfaction with the quality of service and care of their healthcare service provider. These surveys help healthcare providers identify ways in which they can improve their practice. When better care is delivered, patients are happier and are likely to indicate this satisfaction on future surveys.

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02

Why is it Important to Conduct Patient Satisfaction Surveys?

Patient satisfaction surveys are beneficial to medical institutions in many ways. These are a few:

  • Allows you to Map Patient Journey

By conducting patient satisfaction surveys at different touchpoints within patient journey, medical institutions can identify points where satisfaction is low and take measures to remedy them. 

  • Helps obtain data on Patient Loyalty

Patient satisfaction surveys can be used to calculate NPS® and CSAT scores by obtaining data on these metrics.

  • Helps Identify Patient Expectations 

Patient satisfaction surveys help identify the gap between the care delivered and patient expectations. Once this gap is identified, medical institutions can use this information to take measures to bridge the gap.

  • Provides Insights on Hygiene Levels

A hospital’s hygiene levels can reflect how well it is maintained. Patient satisfaction surveys should include questions on hygiene levels as patients would prefer visiting clean facilities rather than unclean ones.

Patient Satisfaction Surveys2
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03

Questions within Patient Satisfaction Surveys

These are a few survey questions that can be used for medical care facilities, specifically primary care providers and hospitals: 

Hospitals:

  • How often did you receive conflicting information from different healthcare professionals at this hospital?

Conflicting information can frustrate and overwhelm patients, and can indicate that there isn’t a proper system in place while disseminating information to patients. This question helps you understand your staff’s ability to provide consistent information to patients.

  • How would you rate the diagnosis process that you underwent? 

Patients may find it difficult to explain their symptoms to medical care professionals due to their lack of knowledge on the medical issues they may be experiencing. It is the medical care professional’s duty to use their foresight to conduct an investigative diagnosis to identify the right diagnosis. They have to take into account family history, patient history, tests conducted, and more. 

Primary Care Providers:

  • Is your primary care physician able to conduct a quick diagnosis and prescribe medication?

Patients usually consult their primary healthcare physicians before anyone if they are feeling unwell. However, there are times where the patient may need to access secondary care if their primary care is inadequate. 

  • As a woman, did you feel comfortable talking to the gynecologist?

Gynecologist visits can be stressful for a lot of women for many reasons. This is why it is important to include a question regarding how comfortable female patients are while visiting their gynecologist.


04

Tips to Effectively Conduct Patient Satisfaction Surveys

  • Use Consistent Scales

Questions within patient satisfaction surveys should be answered on a scale, whether that be a 10-point scale, a likert scale, a four-point scale, or any other variation. Whichever scale you go with, it is important to keep it consistent within your survey so that results of different questions can be compared. 

  • Include Open-Ended Questions

Open-ended questions can help bring meaning to some of your scores to help you understand why you were rated the way you were. That is why it is recommended to include one or two open ended questions within your survey, such as “What can we do to improve your experience with us?”. 

  • Strive for Anonymity

Patients are more likely to respond to the questions on your survey honestly when they believe their identity is protected. Therefore, you should aim to make your entire survey process anonymous and patients should be able to complete and submit their feedback privately, without the fear of being identified. 

  • Ask Essential Questions

It is important to include a question asking about patient satisfaction with their physician: ‘Overall, how satisfied are you with your physician?’. This question, in amalgamation with those asked previously, can help you deduce the key drivers of satisfaction within your practice.  

  • Collect Demographic Data 

Include a few questions at the end of your survey where you collect your patients’ demographic information. This will allow you to identify whether

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05

HIPAA Compliance within Patient Satisfaction Surveys

Data relating to patient care must be treated with extreme confidentiality and care. If patients are skeptical about the ways in which their data may be used, they will be more unwilling to provide you with their information and feedback. HIPAA (Health Insurance Portability and Accountability Act) ensures that a standard is maintained while sensitive patient information is collected. All medical providers are bound by HIPAA compliance when collecting patient health information. 

HIPAA privacy regulations allow medical institutions to conduct surveys for the assessment of patient care and the quality of service provided. However, if a patient provides feedback to the patient satisfaction survey as “confidential communication”, the patient’s request has to be respected as per HIPAA compliance. 

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06

Why Choose Voxco?

These are just some of the many benefits of choosing Voxco as your survey software to conduct patient satisfaction surveys:

  • Omnichannel Survey Solution 

Our omnichannel survey software allows for centralised survey authoring. This means you can create surveys on a centralised platform and then deploy them through all channels. This saves time as you aren’t required to reprogramme your survey for every different channel. Additionally, responses are collected and presented on a single integrated platform. This allows you to compare feedback received through all channels in one place.

  • Seamless Online and Offline Surveys

Our software allows you to run your web surveys with Voxco Online and can even be paired seamlessly with Voxco Mobile Offline for face-to-face interviews. This means that your respondents can answer your surveys even when they have no network connection.

  • Additional Survey Tools

With Voxco, you have access to additional survey tools such as Voxco Analytics and Dashboard, and Voxco Panel Manager. Additionally, have access to our highly skilled services team to cover all your needs. 

  • Powerful Dashboards

Voxco’s dynamic dashboards give you real-time visual stories of your survey responses so that you can evaluate your data more efficiently. 

  • Voxco IVR and Voxco Dialer

Voxco’s survey software can be integrated with additional tools such as Voxco Dialer and Voxco IVR, creating the most seamless and efficient omnichannel survey experience for you and your respondents. 

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07

FAQs on Patient Satisfaction Surveys

The more responses you can collect, the more reliable your data is likely to be. However, a minimum of 200 responses is vital to avoid a consequential margin of error. If you are trying to collect physician-specific scores, a minimum of 50 surveys per physician must be collected before meaningful conclusions can be drawn.

HCAHPS stands for Hospital Consumer Assessment of Healthcare Providers and Systems Survey. It’s a 27-question survey that was developed to capture patient views on their healthcare experience. HCAHPS surveys help consumers make decisions on which healthcare providers to choose as the data is standardised and can be easily compared across hospitals.

Mailing surveys are an ideal way to distribute your patient satisfaction surveys as drop boxes are often ignored. Physically handing over surveys may also not be a good idea as it may influence which patients are given the survey, making this distribution method prone to error.

Healthcare providers must focus on the following three goals to provide their patients with good service:

  1. To provide quality healthcare
  2. To make healthcare accessible 
  3. To treat patients with courtesy and respect
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