patient satisfaction surveys - urban indian health institute · center. after the patient has...

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ProjEct

Patient SatiSfaction SurveyS(ExcErpt from HrSA: tHE HEAltH cEntEr progrAm: HEAltH cEntEr pAtiEnt SAtiSfAction SurvEy)

bPHc.HrsA.GoV/PAtIENtsUrVEy

The Patient Satisfaction Survey is a short, easily administered questionnaire that provides health care agencies with information and insight on their patients’ view of the services they provide. Health centers can use survey results to design and track quality improvement over time.

ingredientS:

• Clinicstaffandleadershipinput• Systemforpatientstocompletepatientsatisfactionsurveys• Methodforpatientstoreturnsurvey,withresponseskept

confidential• Decisiononhowoftentoadministersurvey• Abilitytoanalyzeresultstoreporttotheagencyandbacktothe

community

PreParation:

ToensureconsistencyintheadministrationofaPatientSatisfactionSurvey,itissuggestedthatthesurveybegiventopatientsinoneofthewayslistedbelow:

Step1:Astackofthesurveysismadereadilyavailabletopatientsatthetimetheycheckoutfromthehealthcenter.Ifthesurveysareadministeredthisway,haveanenvelopeorbox,marked“CompletedPatientSatisfactionSurveys,”nexttothestackofsurveysforcollection.

Step2:Someoneonstaffhandsthesurveytoapatientattheendoftheirvisit,andasksthemtocompleteitpriortoleavingthehealthcenter.Afterthepatienthascompletedthesurvey,immediatelyplacethesurveyinanenvelopeanddonotreadanyoftheresponsestothesurvey.Or,showthepatientwherethereisacentrallylocatedenvelopeorbox,marked“CompletedPatientSatisfactionSurveys,”forsurveycollection.

Step3:Ifpatientshavedifficultyreading,someonewhoisnotahealthcareprovideratyourhealthcentershouldassistthem.Individualsthatcanassistpatientsinreadingthesurveyincludeoutreachworkers,non-healthcareproviderstaff,familymembers,patient’sfriends,andvolunteers.

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sAmPlE PAtIENt sAtIsfActIoN sUrVEy from tHE sEAttlE INdIAN HEAltH boArd.

outcomeS: Providesanassessmentofpatientperceptionsandfeedbackonwhatyourpatientsthinktheagencyisdoingwellandareastoimprove.

KeyS to SucceSS:

• Respectpatient’svaluesandexpressedneeds.

• Provideopportunityforconfidentialfeedbackfromthoseserved.

• Withperiodicanalysis,surveycanprovideinformationforcontinuousqualityimprovement.

• Valuepatientperceptionsandfeedbackaskeycomponentofqualityofcare.

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Step4:Surveyinstructionsshould

statethatalloftheresponsestothesurveywillbekept

confidentialandthatthepurposeofthesurveyistohelptheagency

improvethequalityofservicesandprogramofferings.Staffmembersshould

alsoexplainthiswhenhandingoutsurveysdirectly.

Sharing the reSultS:

Provideasummaryreportbacktoyourstakeholders.ThismayincludeyourBoardofDirectors,agencystaffandmembersofthecommunityyouserve.Takeopportunities,suchasagencystaffmeetings,togoovertheresults,tocelebrateandenhancewhattheclinicisdoingwellandtodiscusspotentialsolutionstoaddresstheareaswherethereareneedsforimprovement.

tHE HrsA WEbsItE Is A NIcE rEsoUrcE for morE INformAtIoN oN PAtIENt sAtIsfActIoN sUrVEys: bPHc.HrsA.GoV/PAtIENtsUrVEy

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sAmPlE PAtIENt sAtIsfActIoN sUrVEy tEmPlAtEs AVAIlAblE At HrsA WEbsItE lIstEd AboVE.

tiPS:

• Provideaconfidentialsettingforreadingandcompletingthesurvey.

• Keepthesurveysimpleandeasytocompleteinafewminutes.

• Allowspaceonthesurveyforthepatienttowriteadditionalcommentsiftheywish.

SuggeStion:

Administeranongoingpatientsatisfactionformandconductperiodicreview(suchaseverysixmonthsoreveryyear)toinstitutionalizethis

valuabletoolforassessingpatientneedsandperceptions.Thiswillletthecommunityknowtheyhaveameanstoprovideongoingconfidentional

inputonclinicservicesandthattheiropinionsarevalued.