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1 Plateau Pediatrics Patient Satisfaction Survey Website Summary 2014 Plateau Pediatrics conducted our annual patient satisfaction survey in May of Similar to previous surveys, this was a one page, written survey that patients were asked to complete over a 2 week period of time. We received 225 completed surveys during that time. We were very pleased with the feedback and appreciate all of those who participated. We would like to share our 2014 Plateau Pediatrics Patient Satisfaction Survey results with you. Survey Results 1. I am able to get an appointment when I need one. Good/ 88% 12% OK/ Neither Fair/ Poor/ agree 2. My calls are answered in a courteous manner. 3. My calls/ messages are returned promptly. 4. When calling, I can speak with a real person quickly when I 5. If I call after hours, my call is answered in a timely manner. 6. The receptionist who greets me as I walk in is helpful and friendly. 7. I wait a reasonable length of time in the waiting room. 8. The nursing staff treats me/ my child in a caring, respectful manner. 9. The billing staff handles my questions in a courteous, helpful manner. 10. The bills I receive are accurate. 11. The facilities (waiting area, exam rooms, bathrooms) are neat, clean and comfortable. 12. The practice website (www.plateaupediatrics.com) is a good informational resource. 13. I would recommend Plateau Pediatrics to a friend or relative. 94% 16% 84% 14% 2% 86% 13% 1% 57% 12% 4% 27% 96% 4% 75% 17% 6% 1% 1% 94% 6% 77% 9% 2% 1% 68% 9% 2% 1% 19% 90% 10% 56% 9% 4% 31% 90% 9% 1%

2 Individual Provider Results: RJB and SKB Total responses: 77 Good/ OK/ Neither 1. I feel like the physician listens to my concerns. 94% 6% 2. I feel like the physician spends enough time 92% 7% 1% with me. 3. At my visits, I get the answers or information I 4. I trust the physician s judgment and explanation of my child s medical care. 5. The physician treats me/ my child in a caring, respectful manner. 91% 8% 1% 92% 8% 96% 4% Fair/ Poor/ CLR Total responses: 62 Good/ OK/ Neither Fair/ 1. I feel like the physician listens to my concerns. 84% 14% 2% 2. I feel like the physician spends enough time 79% 21% with me. 3. At my visits, I get the answers or information I 4. I trust the physician s judgment and explanation of my child s medical care. 5. The physician treats me/ my child in a caring, respectful manner. 84% 13% 3% 84% 16% 85% 15% Poor/ KLH Total responses: 66 Good/ 1. I feel like the physician listens to my concerns. 97% 3% 2. I feel like the physician spends enough time 97% 3% with me. 3. At my visits, I get the answers or information I 4. I trust the physician s judgment and explanation of my child s medical care. 5. The physician treats me/ my child in a caring, respectful manner. 95% 5% 97% 3% 100% OK/ Neither Fair/ Poor/

3 The end of the survey consisted of open ended questions to highlight areas of improvement. 1. What do you like best about Plateau Pediatrics? Other, 7 Care Received, 56 Appt. Availability, 32 Clean, 5 Comfortable, 10 Convienent, 6 Everything, 8 Christians, 5 Listens, 14 Fast, 13 Caring Staff, 127 Here is a sampling of the responses received: Our visits are quick. We don t wait for hours for care. The friendly, caring staff. I feel we get excellent care! Everyone is so kind and I am very thankful for the care my children receive here! Always fit my child in for sick visits same day. Always on top of referrals, records requests, etc.- very prompt and reliable. Kind and caring providers- treat the whole child, not just the reason for our visit. If my son is sick, they get him in even at a last minute request. Everyone is nice and friendly. How they always get me in right away, I have never had to wait. How I feel comfortable asking questions and getting a good, complete answer. Friendly, caring atmosphere The care and respect received I can get a same day appointment and it is pretty quick Nice, friendly people. Easy to get appointments, short wait time and they take a lot of time with my children.

4 2. What do you like least about Plateau Pediatrics? Appt. Availability, 1 Well waiting area, 2 Other, 8 Aspect of care, 8 Aspect of bldg, 2 Different Doctors, 4 Waiting, 22 Location, 5 No toys, 6 Rushed visit, 1 Problem with staff, 3 We are always looking to improve our care for our patients. Here is a sampling of responses highlighting our areas of improvement: My daughter s original doctor isn t always the one treating her. No toys for children. The length of wait time once we are in an exam room, although I appreciate that the staff are patient and not rushed with me, so I can appreciate the reason for the wait! Sometimes the wait can be too long, but usually only certain times of the day. No toll free number, we live outside of Crossville. There are no toys for kids to play with. It is hard to get an appointment scheduled that does not require missing a part of the school day.

5 3. What changes would you like us to make to improve our service to you? Other, 4 Well waiting area, 3 Less waiting, 8 Appt. availability, 4 Toys, 6 Toll Free #, 1 Location, 3 Aspect of care, 2 Cleanliness, 1 Customer service, 1 Toys or activity for children to do while they wait in waiting room and exam rooms. Shorter waits. Sick and well waiting areas. More toys and books in the waiting room.

6 4. We welcome your comments on specific staff who have been particularly helpful. We also appreciate your comments on specific staff, if any, who have not met your needs. Other, 1 Negative comment, 2 None, 10 Positive comment, 54 From Tammy and others who go out of the way to make my kids comfortable to the triage nurses who always answer my phone calls and concerns to all the doctors who have answered calls on weekends and evenings. Thank you! I would have to brag on every staff member we have come in contact with. Everyone is helpful and friendly. Stefanie is wonderful and has went out of her way for us so many times. Dr. Suzanne has been such a blessing and advocate for my special-needs child. I love the nurse line. No matter how simple my concerns, they are always friendly and very helpful and encourage me to call any time. Ms. Kristel is awesome. Always super friendly. We are always greeted with a smile when we walk through the door. The doctors and staff are all awesome. I will recommend my grandchildren be brought here. We really appreciate everyone here over the years- always had a positive experience. Every staff member seems to care about the people that come through the door.

7 We seriously consider all recommendations and feedback received from our patients. Cleanliness is a top priority at Plateau Pediatrics; therefore, we do not offer toys in the waiting or exam rooms because it would be too difficult to keep them clean between patients. However, we do offer crayons and activity booklets for children to use and then take home after the visit. The office was not designed to accommodate a well waiting area. Dr. Suzanne explains this decision in the article Why don t you have separate sick and well waiting rooms? However, we strive to bring patients back as fast as possible to the exam rooms to limit exposure to sick children. Each exam room is cleaned and sanitized between patients. We also provide children s masks for anyone who is identified as potentially spreading an airborne infection through coughing. We are proud to report that no comments were made concerning the temperature of the building after a few responses from the 2013 survey indicated that some families were uncomfortable. The practice administrator has worked diligently at normalizing the temperature of the building over the past year. We truly appreciate all of the positive comments from our patients as it helps build confidence and morale among our staff. If at any time you have feedback for us, please feel free to contact our Practice Administrator, Villa Edwards at (931)

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