For Healthcare Professionals Only
Finding out what a customer’s likes and dislikes are is a cardinal rule for most businesses. It’s no different for dermatology practices. The receptionist’s mood, the waiting room’s cleanliness, the answering service’s speed — all these things affect how patients think about your dermatology practice even before they see the inside of an exam room. Quality of care and patient satisfaction are often perceived as one and the same. Press Ganey Associates, one of the largest patient satisfaction survey companies in the United States, has some 14,000 providers using its medical practice survey instrument, so they know a thing or two about patient satisfaction. As research product manager Robert Wolosin, PhD, explains, whether they mean to or not “healthcare operations create experiences for their patients.” Monitoring those experiences makes it possible to make the office more patient-friendly and, ultimately, more effective.
Use the form on the next page as a sample patient satisfaction survey. Ask patients to complete a survey as they check out, or mail follow-up surveys and ask patients to return
On a scale from 1 to 5, with 5 being excellent and 1 being poor, how would you rate:
The time between your call to schedule an appointment and your appointment date? Did we fit you in fast enough? 1 2 3 4 5
The time it took us to answer your call? 1 2 3 4 5
The manners of the person(s) who scheduled your appointment? 1 2 3 4 5
The convenience of our location? 1 2 3 4 5
Parking convenience? 1 2 3 4 5
The professionalism and helpfulness of your reception? Was the receptionist polite? Were your questions answered? 1 2 3 4 5
Your wait time in the office? 1 2 3 4 5
The comfort, cleanliness, and amenities of the reception? 1 2 3 4 5
If you have visited our practice before, how convenient did you find:
Prescription refills (if appropriate)? 1 2 3 4 5
Getting lab results (if appropriate)? 1 2 3 4 5
Overall, how would you rate our practice? 1 2 3 4 5
I saw Dr.____________________________________
The amount of time spent with your physician? 1 2 3 4 5
His or her listening skills? 1 2 3 4 5
His or her explanation of procedures, diagnoses, or treatment regimen? 1 2 3 4 5
His or her “bedside manner”? 1 2 3 4 5
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Disclaimer: The material above has been prepared by Physicians Practice. It has not been reviewed by the DermQuest Editorial Board for its accuracy or reliability. Reference to any products, service, or other information does not constitute or imply endorsement, sponsorship, or recommendation by members of the Editorial Board.