Outpatient Surgery Magazine

No Guarantees - March 2017 - Subscribe to Outpatient Surgery Magazine

Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.

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Page 15 of 138

1 6 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • M A R C H 2 0 1 7 • HOW'D WE DO? Shortening the patient satisfaction survey, awarding giveaways and letting patients take surveys online dramatically improved the Center for Specialty Surgery's return rate. Center for Specialty Surgery Boost Your Patient Satisfaction Survey Return Rate P atient-satisfaction surveys provide a wealth of truly valuable information. The big challenge is getting patients to fill them out and return them. We were getting feedback from only 20% of our patients until we decided to look for ways to do better. Now we're up to a 50% return rate, and we've set a goal of 70%. Here's how we did it. The improvements we made fall into 3 general categories: We gave patients more options. We made the survey itself much more man- ageable. And we created an incentive for patients to fill them out. • Online option. Instead of relying on simply handing a survey to patients, who may be groggy and distracted after a procedure, we now provide several ways for patients to receive and return the sur- vey. In addition to mailing surveys back, patients can fill them out online and return them via email, or they can fill them out at their doctors' offices, where we make sure we provide copies. Also, by collecting patients' email addresses, we can gently remind them to complete their surveys. • Shorter survey. We also took a hard look at the survey we'd been using and realized we were in danger of overwhelming patients with Ideas Work That

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