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PATIENT SATISFACTION SURVEY

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Measurement of patient satisfaction stands poised to play an increasingly

important role in the growing push toward accountability among health care
providers. Overshadowed by measures of clinical processes and outcomes in the
quality of care equation, patient satisfaction measurement has traditionally been
relegated to service improvement efforts by hospitals and larger physician
practices, and to fulfilling accreditation requirements of health plans, while some
plans tie satisfaction scores to financial incentives as a portion of their calculation
of payment bonus to primary care physicians with capitation contracts.

A patient’s experience within a hospital environment is based on numerous

encounters with a wide variety of individuals and locations. The first encounter is
with the facility’s parking lot, followed by physically accessing the facility, the
admissions process, encounters with physicians, nurses, lab personnel, and other
service providers and their respective physical locations, including patient rooms
and the care they receive while in their room, the discharge process, and finally
the billing/payment process. There are any number of factors that could impact on
the patient’s perception of the care provided throughout an inpatient stay.

Factors may include the cleanliness of the environment, the appearance of the
facility, the ease of access to specific locations, the concern expressed from
various staff and providers for the patient’s well-being, the amount of time they
had to wait before getting care, the quality of the interaction with providers, the
clarity of the communication from providers, the outcome from the care provided,
the cost of the visit, the quality of the food, the perceived efficiency in which care
was delivered, and on and on.

1. Patient Satisfaction Survey Through Care 2000

Patient satisfaction survey through Care 2000 is completely master driven
functionality. Where in Hospitals can prepare a questionnaire of there own. They
can also edit a questionnaire by adding or deleting questions from it.
Management can also customize the type of scale (Based on the type of questions
being asked) to be used for answering the questions e.g,
 YES/NO
 Good/Fair/ Poor
 Completely satisfied /somewhat satisfied/Neutral/some what dissatisfied
/completely dissatisfied/NA.
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Snap shots: The snap shots show the master used for defining the
questions.
I. Nursing Services:
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ii. Physician Services:

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iii. Hospital Emergency Room/Department Ratings:

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iv. Admission and Discharge Services:

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v. Nutritional Services:
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vi. Diagnostic Services:

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Snap shot: The snap shot shows the master used to define the scale to
be used for the questionnaire
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A transaction screen is available for entering the results of a survey. The two
methods which can be used for data capturing are
Questions are asked by a hospital employee and answers (as given by patient) are
entered in the transaction screen.
A printed questionnaire (printed/hard copy of the transaction screen) can be given
to the patient. Results from the filled questionnaire can be entered in the system
by hospital personnel.
Snap shot: The snap shot shows the result entry screen
2. Reports
The report available gives the weighted average fro each question asked .Graphical
representation of the same is also displayed.
 Complet Somewh Neutral Somewh Complet
Survey Admissions and Discharge Services ely at at ely
Type: Satisfied Satisfied Dissatisfi Dissatisfi
Admissions Staff attention 9 3 3 2 3
and
Discharge
Services
Over all rating 8 5 2 2 3
of the
admissions
Wait time 6 3 5 2 4

Explanation of 8 3 4 3 2
procedures

Personality of 8 6 1 2 3
admitting staff

Information 11 3 1 2 3
provided on
billing process
Transport to 10 3 2 1 4
room

Over all rating 8 6 1 3 2

of discharge
process
Clear and 7 6 2 2 3
understandabl
e bill
Explanation of 11 2 2 2 3
aftercare
instructions
 Patient Satisfaction Survey

Company confidential PSS.doc 04-01-2009

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 Patient Satisfaction Survey

Survey Complet Somewh Neutral Somewh Complet

Physician Services
ely at at ely
Type:
Satisfied Satisfied Dissatisfi Dissatisfi
Physician Over all rating 12 10 1 5 3
Services of physician
services
Physician 11 10 3 6 1
responsivenes
s to questions
Explanation of 11 9 3 5 3
tests,
procedures,
Courtesy and 12 8 2 6 3
respect you
were given
Ability to 10 9 3 6 3
diagnose
problems
Thoroughness 13 7 2 5 4
of exams

Skill in treating 12 7 3 6 3
condition

Aftercare 11 9 3 5 3
instructions

Company confidential PSS.doc 04-01-2009

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 Patient Satisfaction Survey

Survey Complet Somewh Neutral Somewh Complet

Hospital Emergency
ely at at ely
Type: Room/Department Ratings Satisfied Satisfied Dissatisfi Dissatisfi
Hospital Over all rating 13 3 1 3 2
Emergency of ER services
Room/Dep
artment
Ratings Level of care 12 4 1 5 0
provided

Wait time 12 4 2 4 0

Explanation of 14 3 1 4 0
procedures or
services
Emergency 11 6 1 4 0
department
facility
Attending 13 3 2 4 0
physician
personality
Nursing staff 11 5 1 5 0
personality

Quality of 14 2 1 4 1
aftercare
instructions

Company confidential PSS.doc 04-01-2009

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 Patient Satisfaction Survey

Company confidential PSS.doc 04-01-2009

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