If you run a doctor's office, you want to be sure that the patients who come to your office receive the best service they can at all times. There are many times when people may not feel comfortable reporting poor treatment at the office because they know that the staff has access to their personal information and are fearful the person could do something with that information if they are angered. Consider conducting patient surveys to find out if patients are getting the care they deserve. The following guide walks you through a few things you should know about conducting a patient experience survey.
The Survey Should be Anonymous
When you create a survey for patients to take, it should be anonymous. This allows the patients to feel comfortable to be upfront and honest about their experience because they will not fear that there will be repercussions for their answers. Be sure that the survey states that it is an anonymous survey and that it is being conducted in an effort to improve the overall patient experience within the doctor's office.
The Survey Should be Secure
After someone takes a survey, it should be placed inside of an envelope and taken to a secure location or placed in some sort of locked box so that only the office manager can read the answers that were given. This ensures that none of the nurses or medical assistants in the office get a chance to read a patient's survey and retaliate if something negative is written about them.
The Survey Should Include Questions About Every Position in the Office
When you create the survey, make sure that the survey asks questions about every department within the office. You'll want to find out what kind of experience the patient had in every interaction in the office. Include the reception and billing departments, as well as the nurses and doctors, to ensure everyone is doing their job properly.
The Survey Should Be Done By Every Patient
Make sure that every patient completes the survey. You'll want to find out if certain patients seem to be discriminated against or are being treated differently than other patients. By having everyone take the survey, you can rest assured that you get a very detailed view of how the overall experience is for patients who come into the office.
If you are worried that you will not ask the right questions, you can hire a company like Opinionmeter to help you create the perfect survey. The company will be able to help you track the results of the surveys as well so that you can get the most benefit from them as possible. If you notice that there are many people who are not satisfied with the way that one or more positions in the office operate, you will know where changes need to be made to improve the overall patient experience.