From:
Sigmund Miller, DC
Dean of Academic Affairs
Texas Chiropractic College
281.998.6058 

ChiroView Presents - Using Patient Satisfaction Surveys. . .
(webinfo@ChiroViewPresents.com)

Over the years I've come to learn that many of my colleagues are not 
taking time to effectively evaluate whether their patient's 
expectations have been met or exceeded. Although we often read 
about patients reporting high satisfaction levels in regard to their 
"chiropractic experience", I would like to see patient satisfaction 
surveys used with greater frequency and consistency. 

As a general rule, limit the number of questions being asked to 10 or 
less. Regarding survey format, let's say I want to evaluate how my 
front desk is handling calls. As a result, I might ask the patient to 
rate the following question on a scale from 0-6 where "0" equates 
with  "strongly disagree" and "6" with "strongly agree" - "When I 
called the office the phone was answered promptly and courteously."

What would you do if after evaluating 15 surveys the average rating 
to this question was "2"? I would know right away that a particular 
staff member was not handling phone calls properly when scheduling 
patients. The solution is then simple. I would plan to approach the 
employee responsible in a professional way so I can solve the 
problem...and fast. What I am looking for is "trends". I would never 
react strongly to what might appear as an isolated incident. On the 
bright side, if the rating to that same question averaged a  "5", then 
give that person a raise!

Generally speaking, I would recommend the patient complete the 
survey following the initial two weeks of treatment and then at 
discharge. To assure the highest level of reliability, have the patient 
complete the survey at home and provide a self-addressed stamped 
envelope so it can be returned with little inconvenience. 

The questions that I've used over many years are designed to identify 
the quality of service provided by not only my front and back-office 
staff, but by me, as well!

For example I've used this question to evaluate my performance - 
"The doctor took time answering my questions and clearly explained 
my diagnosis and treatment planä". If I don't see a rating of at least 
5, then I'm not doing a very good job. It's as simple as that!

If certain staff were responsible for how the office is supposed to 
look, I would ask the following question..."Overall office appearance 
was neat and professional."  I want to see marks at or above "5" for 
this one. Office appearance has always been a top priority.

And if I wanted to know how my billing department was doing, I 
would ask... "Our staff clearly explained my financial obligations." If 
you are carrying a lot of money on the books, this rating is usually 
well below "3". You know what I mean!

Again the questionnaire format should allow the patient to respond 
to each question off a sliding scale from 0-6. You could also use 
these results as an incentive. Set the bar high, and if the responses 
to select questions average 5.5 or higher, then it's time to "bonus" 
those responsible. Giving a bonus at times other than holidays can 
have a profound impact.

If you are putting together your own survey, consider reserving an 
area for additional comments. One more point. Although the survey is 
anonymous, it should never replace providing the patient an 
opportunity to speak to you face-to-face on any issues of concern.

As a reminder, "Member Subscribers" can take advantage of a 
"patient survey form" that I've used for years and is posted for your 
personal use. You can download the form in seconds and paste in your 
logo. Print it out and you're ready to go. There are many other forms 
available for use, so enjoy.

In addition, this past week I posted a lot of information regarding 
treatment criteria and guidelines, along with updated research 
articles. 

To view this "stuff" just click http://www.ChiroViewPresents.com.