(continued from Newsletter)
...Not surprisingly, the hardest thing to starting a survey is, well, to start. Your mind-set may be willing, but the unknown ("What questions do I ask?" or "How do I distribute them to my patients...how often...and for how long a period of time?" or "How do I collect them?") can be enough to hold you back from ever beginning. It is my goal to help you through these whats and hows....but more importantly, to help you focus on WHY adding this very important tool to your practice toolbox will be a benefit to you now and in the future.
You should consider a couple of rules, the first being to keep it simple...Don't ask yard-long questions. Instead, use concise phrases to pinpoint specific core topics and beneath these, provide a list of subsequent topics directly related to that nucleus. Make it an easy read for your patients.
Second,
keep it short...Don't overwhelm patients with a lengthy survey that requires flipping one or more pages. You don't want to overwhelm them before they start. Show consideration of their time and keep your survey to one page minimum.
Third,
keep it effortless...Make your questions easy to respond to by creating a multiple choice format to answer them. Patients will be more inclined to participate in a survey that allows them to merely circle, check mark or "x" their response (excellent, good, average, fair, poor) as opposed to writing complete sentences.
Fourth,
give them a place to comment...For those patients who welcome the opportunity to speak out, give them "their space" to do so.
Now, what questions do you ask? Simple!...The ones you want answered. Don't focus on the extreme criticisms or compliments, rather listen to the mainstream response. Many times the answers you don't want to hear to are likely the ones you need to deal with, so thicken your skin and be prepared to handle the truth. Select your core topics so that you get a complete overview of your entire practice:
- First Impressions - Include in this section their initial telephone contact, how convenient was it for them to get an appointment, the location and availability of the office, etc.
- Your Reception Room - Ask them about the amount of time they had to wait to be called in, the environment e.g., comfort and pleasantness, cleanliness, reading materials, etc.
- Your Staff - To get a clear picture, break this up for them and allow them to individually assess your front desk staff/receptionist, medical/clinical assistant and billing office in areas of friendliness, helpfulness, courteousness, competency and professionalism.
- The Doctor - Are you meeting the expectations of your patients as a clinician? Find out if they feel you are spending enough time with them (or too much?)...In other words...are you taking time with them or taking time from them? Lastly, do they recognize you as knowledgeable, informative and easy to understand?
- Overall impression - To put their thoughts in one final grade, it would be beneficial to end each category asking for their overall impression...followed by the final question..."How would you rate your overall experience in our office?"
Conclude by offering a place where they can offer their written commentary focusing on how they feel you can improve to better meet their needs. Follow through by asking for their optional name and contact (email, address) if they wish to receive a response to any of these comments.
In order to acquire enough responses to effectively evaluate your practice, a survey should extend for one full month, after which you should immediately tabulate (I use an Excel Spreadsheet) and analyze the results. Some responses may be expected, while others will surprise you. For example, you may expect patients to complain about their having to wait too long...but may not expect that all you need to do to make them happy is subscribe to better magazines.
Your staff is the most likely ones to engage your patients in completing a survey and usually it is requested when they sign in or announce their appearance upon arrival and we make 100% effort to try to involve every patient. As an alternative method, we point out that there is clipboard and survey in each room with a sign asking for their participation and many seem to prefer this, as they can do it in the privacy of their room while waiting for the doctor to arrive. When completed, they are instructed to place them in our designated mailbox ($10- local hardware store) located in the reception room on their way out. Additionally, we place a survey in every statement that goes out that month and also post one on our website. The most important thing we impress upon our patients is that their responses will be confidential, as many will avoid being truthful if they think their answers are monitored.
Any survey should not take more than 5 minutes to complete. For the most part...your patients will be very cooperative and appreciate having the opportunity to voice their opinion and make it count, but remember; do NOT initiate a patient satisfaction survey if all you plan to do is go through the motions and pretend you care. Patients will take notice as to whether or not changes were made based on their responses. If your intent is to try to make things better, consider doing so with their help. They're only too happy to do so.
