Gilpatrick (1999) states that data collection and analysis is efficient for learning about underlying issues within an organization. Therefore, health facility centres can know and learn whether their clients are satisfied or unsatisfied with their healthcare experience (Gilpatrick, 1999). Data collection enables an organization to collect information and measurement of the satisfaction levels and the expectations.
According to Press (2006), health facilities have various sources of information they can efficiently utilize in their data collection. Sources of information for health facility include comments as well as suggestions from a suggestions box, verbal staff feedback, social media, complaints desk as well as utilization of patient’s satisfactory survey (Press, 2006).
The facility should prepare a survey that will provide significantly helpful feedback that will assist in the provision of accessible as well as quality patient care (Lubalin and United States, 1995). Lubalin and United States (1995) point out that, the patient satisfaction survey should have questions that are strategically formulated. However, it is important to note that it is vital for the questions to remain simple as well as easy to understand. Moreover, the questions should be straightforward and carefully worded to avoid confusion when answering the questions. Lastly, the questions should be unbiased and thus not be leading patients towards a certain agenda (Press, 2006).
According to Shelton (2000), for effective data collection, the process of selection of participants is critical. Shelton (2000) mentions that to reach out the survey to the patients effectively, an organization could distribute the survey through paper or digitally. Shelton (2000) further explains that utilizing both paper and digital means is highly recommended to achieve a better success rate. The facility could give the patients a survey paper form during their visit, as well as send them direct email and mail. The paper survey presents a higher response rate as compared to the email surveys, although its administration tends to be more expensive.
Press (2006) further states that, the survey factors in the patients’ age, their frequency as well as access to the internet, and the preferences in personal communication.
*Patient Satisfaction Survey Questions*
1. How would you rate the appointment scheduling process of our facility? Was it easy?
2. What was your waiting time; beyond the given appointment time; to see a health care provider?
3. How would you rate our facility’s overall environment, i.e. the appearance as well as cleanliness?
4. What rating would you give to the overall care given by the health care provider?
5. Would you recommend our facility to a friend or a family member?
Gilpatrick, E. G. (1999). Quality improvement projects in health care: Problem solving in the workplace. Thousand Oaks, Calif: Sage Publications.
Lubalin, J., Research Triangle Institute., & United States. (1995). Design of a survey to monitor consumers’ access to care, use of health services, health outcomes, and patient satisfaction: Final report. Rockville, Md: The Office.
Press, I. (2006). Patient satisfaction: Understanding and managing the experience of care. Chicago, IL: Health Administration Press.
Shelton, P. J. (2000). Measuring and improving patient satisfaction. Gaithersburg, Md: Aspen Publishers.