Although patient satisfaction may not accurately reflect the delivery of clinical care, it does reveal patients’ perception of that care and serves as a leading indicator of a group’s overall performance. Poor or declining patient satisfaction metrics indicate an operational problem.
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March 2011Patient satisfaction surveys can also capture a baseline in performance before practices adopt a major change, such as an electronic health record, according to Cynthia L. Dunn, RN, FACMPE, a principal consultant with the MGMA Health Care Consulting Group, based in Cocoa Beach, Fla. “When you look six months later, you can see whether that process changed patient perceptions about how much time the physician spent with them,” she explained.
Otolaryngology practices with a patient satisfaction survey should continue to use that instrument for the time being, Dr. Gluckman said. Because the ABOto is still working with the ABMS to finalize questions and format, paper-based or electronic, he doesn’t recommend that other practices rush to implement their own patient satisfaction surveys. Otolaryngologists who participate in MOC will be required to use the instrument developed by the ABOto or an acceptable, nationally validated survey approved by the ABOto.
How to Do It
That being said, it doesn’t hurt to develop some experience with patient satisfaction surveys, sources agree. Here are some strategies to consider:
- Decide whether your patient population is better suited to a paper-based or electronic format. A paper instrument can range from a postcard handed to patients at the checkout desk to a professional survey managed by an outside firm. Practices with diverse populations, including non-English-speaking and older adults, might need to adopt multiple tools.
- Seek a statistically significant response. In a controlled approach, you could target all new patients or 100 to 150 patients seen in a given month, with a goal of capturing a response rate of 25 percent or higher. Capturing immediate feedback through a freestanding kiosk in the office is ideal, “but if people have been waiting a long time, they won’t want to complete a patient satisfaction survey at the end of the visit,” Woodcock pointed out.
- Structure the survey properly. You can place a starburst on your website for patients to click and submit a comment, but responses will be random. One-page survey instruments with 10 to 12 questions that include a numbered rating scale produce the best results, according to experts. Survey instruments may also include an option for open-ended comments. “Most [administrators] believe that the only people who respond to patient satisfaction surveys are the ones who’ve had a bad experience, but I have not found that to be the case,” Boyd said. “We have received positive, constructive suggestions and criticism, and the results helped us to grow as a practice.”
- Promote the survey. At Watson’s practice, the checkout staff hand each patient a card with the website’s address and invite their participation. The practice has begun collecting e-mail addresses and will eventually send the survey electronically.
- Provide a feedback mechanism to share the information with physicians, and develop an action plan to address patient concerns. “You can’t just develop a survey, put it out there and get it back,” Dunn said. “You have to take time to discuss how you plan to use the results.” Garner the commitment of a physician champion to support the process and pledge the appropriate resources.
- Involve staff in planning, execution and follow-up. Incorporate staff suggestions and change optional questions once or twice a year to reflect practice initiatives, such as scheduling or telephone triage. Discuss both positive and negative feedback at staff meetings and strategic planning sessions. Consider adopting incentives for staff who receive exceptional feedback.
- Publish the results. “People are happy to fill out a patient satisfaction survey, but they want to see the results posted in the reception area or on a website,” Dunn said. Summarize survey responses at least twice a year, and tell patients how you’re responding to their concerns.
- Maintain the momentum. Whether you partner with an outside firm or develop your own instrument, make the effort consistent. “We want to be ahead of the government and other payers in tracking what we do for our patients,” Watson said. “The more data about customer service we collect within our practices, the better position we’re in to negotiate rates and promote our services to patients.”
Patient Satisfaction Questions
The ABOto is working with the ABMS to develop a patient satisfaction tool that will include core questions that are common across specialties and items that are specific to the practice of otolaryngology. Following are seven core questions required by ABMS for patient satisfaction surveys used by member boards and five additional questions that experts suggest using to gather valid feedback about the patient care experience.