Dry Eye Patient Satisfaction Program

Transcription

1 Dry Eye Patient Satisfaction Program It s as easy as 1, 2, 3. Step 1 Step 2 Step 3 Initiate Survey Assess Results Implement Action Plan Purpose: The purpose of the patient satisfaction program is to obtain meaningful data to gauge the satisfaction level of patients in a variety of important areas, including telephone protocols, wait time, provider demeanor and communication skills, customer service, and their overall practice experience. Goal: The program goal is to receive accurate patient feedback that can be used to help create a pleasing, professional environment that produces a high quality patient experience. Survey results will help practices identify strengths and weaknesses and pinpoint areas for improvement. Measurement and Comparison: The program provides comparison of practice-specific results to data obtained from like-practices nationwide. Step 1: Initiate the Survey Prepare Survey: Determine the appropriate number of copies (100 surveys per one doctor is recommended). Print the cover letter (located on page 3) on your practice stationery. Print the patient satisfaction survey (located on pages 4 and 5). Photocopy the letter and survey. Note: The survey should be copied as a two-sided document. Consider using colored paper for the survey to call attention to it. Prepare pre-addressed, stamped envelopes to attach to the survey. (Some patients may want to fill out the form in your practice, but most will take it home to complete.) Staple the cover letter, survey, and envelope together. Distribute Survey to Patients: Give the survey to dry eye patients when they check out. Explain the purpose of the survey and provide a requested return date. Tell patients their comments will be anonymous.

2 Distribute the survey to patients over a two-week period. Patients Complete Survey and Return to Practice: Allow six weeks for patients to return surveys. If the response rate is less than 25%, you may want to keep the survey active for one or two additional weeks. Step 2: Assess Results Collate Results: Download the Patient Satisfaction Results file located on-line under the Dry Eye menu, to collate results. Note: It is a Microsoft Excel document. Enter ratings for all questions in the Excel worksheet. Instructions in the Excel file will guide you through data entry of survey results. Print the Patient Satisfaction Survey Report and graphic illustration (refer to instructions in the Excel file). Prepare a typed summary of all patient comments and recommendations (verbatim). Develop Follow-Up Action Plan: Develop a draft action plan to address suggested changes and areas of concern identified by patients. Meet with the doctor(s) and management team members, if appropriate, to review survey results and recommended action plan. Solicit input and gain consensus on action items. Revise action plan, if necessary, to reflect agreed upon changes. Step 3: Implement Action Plan Meet with Staff: Conduct a staff meeting to discuss the outcome of the survey and review the action plan to be implemented to address issues raised by patients. Monitor Results: Review the action plan during monthly staff meetings to ensure implementation of changes. Conduct follow-up dry eye patient satisfaction surveys on an annual basis. Follow the same process for review, assessment, and implementation of action items.

3 SAMPLE LETTER TO PATIENTS (To Accompany the Survey) Dear Patient, The professional quality of your healthcare is our concern. It is important to us to be certain that we are providing you with first class care, special, and personal attention. To accomplish this we need your input. Your concerns and suggestions are important to us. In order to continue our high quality of healthcare service and to better serve you, we are asking you to take a few minutes to complete our Dry Eye Patient Satisfaction Survey. We encourage you to be open and honest in your assessment. As is all of our doctor/patient information, your responses are confidential. We need to look at our doctor's office from your point of view. Maybe we cannot make the delivery of our healthcare services perfect - but we want to come as close to perfection as possible for every patient. Sincerely, Doctor Name After you complete our Dry Eye Patient Satisfaction Survey, return it to us in the enclosed stamped reply envelope.

4 DRY EYE PATIENT SATISFACTION SURVEY Please circle your answers to the following questions using a scale of 1 to 5, with 1 being lowest and 5 being highest. Please skip questions that do not apply. 1. When you called for an appointment, were you satisfied with the response from the person who answered the telephone? 2. When you arrived at the office, did you find the receptionist in our office: Friendly and Courteous? Helpful? 3. How acceptable was the amount of time spent in the reception area and examining room before seeing the doctor? 4. When you were called to the examining room, did you find our medical assistant: Friendly and Courteous? Competent and Professional? Sympathetic & Caring? 5. During your examination, did you find the doctor to be: Friendly and Courteous? Competent and Professional? Sympathetic & Caring? 6. Did the doctor spend an appropriate amount of time with you, answer your questions and explain dry eye disease treatment options to your satisfaction? 7. How satisfied were you with the doctor's diagnosis and treatment recommendations? Please turn page over to complete this survey.

5 8. If drug therapy was recommended, did the doctor and other staff discuss with you in detail information regarding the recommended treatment? 9. If you had punctal plugs, were you satisfied with the outcome? 10. Were you satisfied with our written materials/brochures on dry eye disease? 11. When asking billing/insurance questions, did you find our billing/insurance personnel: Friendly and Courteous? Helpful? 12. Did you find that visiting our office was a positive eye care experience? 13. Would you recommend our eye care practice to your friends? Yes No 14. In your own words, please describe your experience visiting our office. 15. Would you like us to send information to someone you think would like to know about new treatment options for dry eye disease? Yes Name: No Phone: Address: Thank you. APC88EA09