This article will briefly discuss the following:
- which patient satisfaction survey standard should I use;
- how do I write a patient satisfaction survey;
- how to achieve patient satisfaction;
- intuitive software to conduct patient satisfaction surveys; and
- free ready to use patient satisfaction survey templates.
According to an article in the Oman Medical Journal, there are three patient satisfaction survey standards in use today: PSQ-18; HCAHPS; and PEQ-15. The major difference between them is the number of questions they ask. PSQ-18 has 18 questions, HCAHPS has 29 questions, and PEQ-15 has 15 questions. The three patient satisfaction survey standards also measure different aspects of patient experience as can be seen in the table below.
|Patient Satisfaction Survey Standards|
|Discharge information||Information and education|
|Communication||Communication with nurses and doctors||Coordination of care|
|Technical quality||Cleanliness and quietness of the hospital environment||Physical comfort|
|Time spent with a doctor||Emotional support|
|Accessibility of care||Responsiveness of hospital staff||Respect for patient preferences|
Whether or not they would recommend the hospital
|Involvement of family and friends|
|Financial aspects of care||Communication about medicines||Continuity and transition|
|Overall rating of hospital||
After choosing a standard to use as the basis for your patient satisfaction surveys, it’s time to start thinking of the questions you’ll ask. While writing a patient satisfaction survey can be a daunting task, it is ultimately a necessary part of running a practice, clinic, or hospital. Your patients are the most important part of your business, and these surveys can help you deliver a better experience so they’ll keep coming back. Ensure that patients get the care and attention they need with these three easy tips:
Tip #1 Create simple questions that are easy to answer
Know what needs to be measured so that you can create relevant questions that are also easy for patients to answer. The goal of a patient satisfaction survey is to better understand the patient experience. The following are some of the common questions asked in a patient satisfaction survey questions:
- Is my doctor able to explain the reason for medical tests well?
- Does my doctor have all the necessary equipment and tools to provide complete medical care?
- Did I have to wait too long to get medical treatment?
- Do doctors and medical staff treat me in a courteous and friendly manner?
- Am I satisfied with the medical care I receive?
Here is an example patient satisfaction survey questionnaire with 18 standard questions you can download and customize for your practice.
Tip #2 Plan on how the patient survey will be conducted
The patient’s welfare should always be given the utmost consideration. Conduct the patient survey at the patient’s earliest convenient time. You can do the patient survey while they are in the waiting room before a doctor’s appointment or before checking out post-admission. You can also conduct surveys through a phone call; however, delays should be avoided in conducting the patient survey because this can have a negative impact on overall patient satisfaction.
Tip #3 Take advantage of available technology
Technology has made conducting surveys more convenient and streamlined. Unlike paper-based patient questionnaires, digital patient satisfaction surveys allow the collection of data via mobile devices at the patient’s convenience. Patient surveys conducted through strategically placed kiosks have better chances of being completed while the patient experience is still fresh.
Now that you’ve made patient satisfaction surveys easy for your patients, it’s time to make them easy for your staff, too. Another benefit of using technology for your patient satisfaction surveys is that it’s now possible for your doctors and nurses to access survey results on any mobile device. With the information they need to improve right in their hands, your staff will be empowered to do their best everyday and in any situation.
iAuditor, the world’s leading digital inspection platform can help your practice easily create, rollout, and gather feedback from patient satisfaction surveys. As a patient survey software, iAuditor has multiple features to help streamline your data-gathering process:
- Practice staff can gather patient feedback on their smartphone
- Patients can self-serve using tablets in waiting rooms
- All surveys are automatically saved and made accessible online
- Online dashboard allows you to quickly view results and identify areas of improvement
- You can measure and track performance over time
Patient Satisfaction Questionnaire
This patient satisfaction questionnaire can be administered by medical secretaries or clinic staff to gauge patient satisfaction after a doctor’s consultation or after receiving medical treatment. Using a mobile device, this digitized questionnaire serves as a patient feedback survey covering:
- Setting appointments
- Overall patient experience
- Suggestion/s on how to improve overall patient experience
Patient Survey Template
This patient survey template based on the HCAHPS Survey is designed to measure the quality of hospital care and other inpatient services administered to admitted patients. This digital survey uses conditional logic to hide or display relevant succeeding questions based on precedent answers and uses “failed items” to determine which areas in patient care need priority.