the number of questions
we were asking. So we
boiled everything down to
7 questions on a 1-to-10
numerical rating scale
(down from about 25)
that cover all the essential
areas. You can download
our satisfaction survey at
outpatientsurgery.
net/resources/forms.
• Giveaway. We also
started randomly select-
ing a "patient of the
month" from among those
who return the survey, and awarded each winner a $100 gift card for
doing so.
Is it all worth it? Absolutely. We're now much better able to bench-
mark our performance compared to other facilities, both statewide
and nationally. Plus, I can use the comments in weekly staff meetings
— either to say good job, or to talk about things that have happened,
but that need to not happen again (without mentioning names, of
course). We think we're also getting ahead of the game, knowing that
reimbursement rates will eventually be connected to patient satisfac-
tion. Most importantly, the feedback we're getting is helping us pro-
vide the best possible care for our patients.
James McClung, BSN, RN
Center for Specialty Surgery
Austin, Texas
jmcclung@atxsurgery.com
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