Patient Surveys: Why we do them and how you can help
If you’ve been to Clinic Sofia recently, you have received a patient satisfaction survey. We want to take this opportunity to thank all of you who have completed the surveys and also share some information about how we use the information.
Last June, we implemented a new web-based survey to help us collect real-time feedback we can use to make any immediate changes necessary to ensure we are providing the best care possible for our patients. As a clinic focused on patient experience and satisfaction, we truly value the input and feedback we receive from our patients. Please know that we take all of your comments to heart—the good and the sometimes not-so-good—and use the survey results to help us improve our care and services.
How the survey process works:
- After each visit, you will receive a survey by email or by phone. (If you have two visits within 180 days, you will not receive a second survey.)
- Surveys should take about one minute to complete and include a series of “yes” and “no” questions about your visit, e.g., Did the care providers listen carefully to you? Did you know what to do after your visit?
- There is also an opportunity for you to share comments about your experience.
What happens with the information
Each week, our clinic administrator reviews the patient survey data, including each and every comment. In addition to addressing any problems or concerns directly with patients and staff, she also regularly shares positive feedback with staff (with patient names removed).
“This feedback from our patients is critical in helping us to identify any issues that need immediate attention,” said Clinic Administrator Katie Sexe, who shares positive comments, which she refers to as “warm fuzzies,” with staff each Monday. “It’s important to reinforce to staff that they are doing a good job and the comments from patients provide a great source of inspiration for them to keep up the good work.”
She shares a couple of recent comments from patients:
- I really love clinic Sofia. All of the providers are kind and caring and the nurses are great, too. Very responsive and helpful!
- I love this clinic! Thank you for always making me feel like a valued client and never making me feel stupid for asking questions about my health concerns.
- Wonderful service, and a very caring staff!
- Clinic Sofia is just hands-down the best clinic for women.
“To our many valued patients, we hope you will continue to share your feedback through the patient surveys and know that we are always listening about what we can do to make your experience even better,” said Sexe.
