Physician satisfaction survey.Q Do you have any information concerning questions we could ask on a physician satisfaction survey? Our 125-bed hospital has an outpatient outpatient /out·pa·tient/ (-pa-shent) a patient who comes to the hospital, clinic, or dispensary for diagnosis and/or treatment but does not occupy a bed. out·pa·tient n. service in the hospital and a satellite drawing station/lab. We also use a reference lab for testing. You should develop your own questionnaire. Get copies of these types of questionnaires from your reference lab and friends at other hospitals and labs. Then adapt (not adopt) these questionnaires to fit your needs. The panelists carne up with the following list of things to consider. (Note: You will not want to include all of these.) Questions relating to relating to relate prep → concernant relating to relate prep → bezüglich +gen, mit Bezug auf +acc the pre-analytic process: * Is our staff courteous cour·te·ous adj. Characterized by gracious consideration toward others. See Synonyms at polite. [Middle English corteis, courtly, from Old French, from cort, court; see and friendly, professional, helpful, knowledgeable and able to answer your questions; does staff respond within a reasonable time period? * Is the specimen SPECIMEN. A sample; a part of something by which the other may be known. 2. The act of congress of July 4, 1836, section 6, requires the inventor or discoverer of an invention or discovery to accompany his petition and specification for a patent with specimens collection process efficient and acceptable to your patients? * Are our request forms easy to use? * Is our directory of services complete and easy to use? * Does our transportation system meet your needs? * Is the satellite drawing station of value to you or your patients? * Are the times the satellite is open for drawing convenient for your patients? * Have you heard of any issues from your patients about laboratory services? Analytic an·a·lyt·ic or an·a·lyt·i·cal adj. 1. Of or relating to analysis or analytics. 2. Expert in or using analysis, especially one who thinks in a logical manner. 3. Psychoanalytic. questions might include: * Do we provide tests needed for your practice of medicine? * Does our turnaround time (1) In batch processing, the time it takes to receive finished reports after submission of documents or files for processing. In an online environment, turnaround time is the same as response time. meet your needs? * Is our report easy to understand? * Do we answer your questions in a timely and accurate manner? * Is our customer service response good? * Are our text messages adequate and helpful? * Does our specimen storage allow for add-on A purchase of additional goods before payment is made for goods already purchased. An add-on may be covered by a clause in an installment payment contract that allows the seller to hold a security interest in the earlier goods until full payment is made on the later goods. and repeat testing, as needed as needed prn. See prn order. ? * How would you rate the quality of lab results? * What tests would you like to see added to the lab menu? Post-analytic questions to consider: * Are our bills accurate, timely and easy to understand? * Are we responsive to patient billing issues and to your billing needs? * Is our billing staff courteous? * Does our report delivery system meet your needs? * Is turnaround time acceptable for STAT tests? * Is critical value notification satisfactory? * What changes would you like to see the lab make to better serve you and your patients? According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Alton Sturtevant, "You should design a survey to measure all aspects of your services, but keep it brief enough to encourage completion. Design a numeric numeric see numerical. numeric cluster see ten-key pad. grading system that can provide quantitative results (e.g., I through 10, with 1 being unsatisfactory and 10 being excellent). You should probably consider conducting multiple shorter surveys rather than an extensive one. I entered the following Internet search, 'laboratory satisfaction survey,' on MSN (1) (MicroSoft Network) A family of Internet-based services from Microsoft, which includes a search engine, e-mail (Hotmail), instant messaging (Windows Live Messaging) and a general-purpose portal with news, information and shopping (MSN Directory). .com and got 47,846 responses. I entered two of the first 15 responses and found an online satisfaction survey attributed to the College of American Pathologists This article or section needs sources or references that appear in reliable, third-party publications. Alone, primary sources and sources affiliated with the subject of this article are not sufficient for an accurate encyclopedia article. . An example can be found at the following link: www.mgh.org/lab/survey.html. You can meet accreditation accreditation, n a process of formal recognition of a school or institution attesting to the required ability and performance in an area of education, training, or practice. and improve your laboratory services if you conduct periodic satisfaction surveys and then act on your findings." Marti Bailey recommends, "You will probably want to collect different information for outpatient vs. inpatient inpatient /in·pa·tient/ (in´pa-shent) a patient who comes to a hospital or other health care facility for diagnosis or treatment that requires an overnight stay. in·pa·tient n. . Start by assuming that you will need two survey tools. You will need to think about what patient demographics The attributes of people in a particular geographic area. Used for marketing purposes, population, ethnic origins, religion, spoken language, income and age range are examples of demographic data. (e.g., age, gender, etc.) need to be captured as part of the survey information to help in analysis and also what type of rating scale you will use. "I have seen survey tools as simple as five or six basic questions, all the way up to five and six pages. It will help to look at the survey process from the back end. Evaluating how you are going lo analyze the data and how you are going to use the results of your analysis to make improvements should drive the development of the tool. If you do not have the time or staff to analyze the information you collect and/or if you do not use it to make improvements, then surveys are just an exercise with no real value. "For inpatients, you will probably want something more extensive so that you can capture specific information, which will highlight where you have problems and where you are stellar. Select the different service areas you want to examine and then develop specific questions for each. Suggested areas to survey include the admission process, rooms, meals, nurses, physicians, tests and treatment, visitors and family, and discharge. There may also be some general questions you will want to include. Since inpatients usually have some recovery time associated with their hospital stay, as well as post-discharge, I feel that the survey used for this group can be long enough to capture all the information you need and still not negatively impact your response rate. I, personally, think that survey tools for outpatients should be kept brief. I know that my own hospital sends one that is several pages long. Even though I am well aware of the importance of completing the survey, I only filled out the first page because of the length." Ms. Bailey points out, "I recommend that you look online for survey tools and also check with any contacts you may have at other hospitals. Although you will want something specifically tailored to your hospital, why reinvent the wheel (jargon) reinvent the wheel - To design or implement a tool equivalent to an existing one or part of one, with the implication that doing so is silly or a waste of time. This is often a valid criticism. ? I am sure much of the same in formation is captured by different hospitals. I honestly think that an outpatient satisfaction survey should total no more than 12 straightforward questions, along with an opportunity for the patient to cite specific details when needed. If you do decide to keep your survey minimal, this will require some very thorough editing to pin down what is really important. If you just want to know whether or not patients are satisfied, you could go with something as simple as asking the following three questions: How would you rate your visit today? Will you use our facility again? Would you recommend our facility to others? "These questions will definitely tell you whether a patient is satisfied or dissatisfied dis·sat·is·fied adj. Feeling or exhibiting a lack of contentment or satisfaction. dis·sat  is·fied , but will not give you the details you need to
pinpoint problems. More specific questions that will provide this detail
could include: How long did it take you to arrange the appointment for
this visit? If urgent of semi-urgent, how soon were you able to get an
appointment for this visit? Did this appointment meet your need? How
long did you wait before being seen by a doctor? Were you satisfied with
your treatment today? Were you satisfied with the information you
received about your treatment? Was there any part of your visit where
you felt you were not treated with appropriate courtesy and respect? If
so, please specify."
Bottom line. The panelists suggest reviewing volumes of information for consideration when developing your questionnaire. Let several people read a draft and ask for their input before sending it to your physicians. |
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