Currently XYZ Outpatient Clinic assesses patient satisfaction using the survey instrument found on the next page.
SCENARIO: Currently XYZ Outpatient Clinic assesses patient satisfaction using the survey instrument found on the next page. It is the responsibility of the billing clerk to give each patient a survey form with a request to return it as soon as possible. The clinic manager briefly reviews all surveys as they are received and files them promptly under “S” for Satisfied Patients as she concludes that if a satisfaction survey is returned, the patient must be satisfied and that no further review of the issues or processes addressed by the survey questions is necessary. The clinic manager has noticed that while 1,500 patients come through the clinic each week, she is replacing only 1,000 surveys each week and is receiving only 100 responses each week, half of which are incomplete.
TASK: As the administrative intern at XYZ Outpatient Clinic, you have been asked to evaluate the current patient satisfaction assessment plan, addressing each of the following questions:
Instrument/question design. (A copy of the XYZ Outpatient Clinic Patient Satisfaction Survey Instrument is found on the next page.) Examine each survey question. For each survey question, discuss both the question stem and the response format/categories.
If you find a problem with a question stem, formulate wording to replace it.
If you find a problem with the response format/categories, suggest how it could be improved.
Sampling, distribution, and collection instructions and procedures. a. What type of sampling process is used? b. How would you improve the distribution and collection instructions/process?
Calculate the response rate and then answer the following questions regarding the response rate for this survey. a. Is this a good response rate? b. What criteria did you use to decide? c. How generalizable are your results? d. Is this sufficient information to use for decision making? e. How would you improve the response rate?
Comment on how the survey results are analyzed.
Discuss how the clinic manager uses the results for management decision making.
Does the use of the results justify the resources used to collect this data?
XYZ Outpatient Clinic Patient Satisfaction Survey Instrument
Visit Date____________ Visit Time __________
Q1. Which of the following indicates your level of satisfaction with your physician?
Satisfied Very Satisfied Greatly Satisfied Extremely Satisfied Greatest Doctor in the World! 1 2 3 4 5
Q2. Please rate your satisfaction with the cost and effectiveness of the treatment you received.
Satisfied Very Satisfied Greatly Satisfied Extremely Satisfied Best Bang for the Buck! 1 2 3 4 5
Q3. Please rate your satisfaction with any waiting time you may have experienced during your wait today from the time you checked in until you first saw the physician in the exam room today after your vitals were assessed by the medical assistant or nurse who first brought you into the room today. Very Dissatisfied Dissatisfied Satisfied Very Satisfied 1 2 3 4
Q4. On a scale of 1 to 10, please indicate your satisfaction with your experience today with XYZ Clinic. (1 = very dissatisfied to 10 = very satisfied) 1 2 3 4 5 6 7 8 9 10
Q5. Would you recommend XYZ Outpatient Clinic to a friend, or not? Yes No
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