Patient satisfaction survey (revisited)

Back in September I posted something on patient satisfaction surveys, and Dr. Croley responded today with a question about how I do the surveys.  I’m posting this as a new post, per the list manager’s suggestion (otherwise the response might have been buried in the September archives:   

September 8th, 2006 by Steven R. Feldman, MD
I’ve started getting feedback from my patients on a regular basis.  Most of the time patients tell me what a good job I am doing.  Every now and then I’m surprised (and disappointed) by some very negative feedback.  Still, I use that feedback to try to do a better job.
Getting feedback from customers is how businesses find out what they need to do to improve their service.  Doctors should get feedback from patients more often.  There are lots of ways to do it.  A paper survey is one, albeit somewhat difficult to administer.  There are a number of companies that offer easier solutions, and these also provide benchmarks so we can see how we are doing compared to other doctors. 
 Steve Feldman, MD, PhD, Winston-Salem.

One Response to “Patient satisfaction surveys”

  1. Granville G. Croley, II, MD Says:
    November 13th, 2006 at 3:56 am e

When do you give it to patients ?
Do you have patients mail them back (postcard, self addressed return envelope) or drop them off before leaving your building.
G. Croley MD
Concord, NC
[email protected]

  1. Steven R. Feldman, MD Says:
    November 14th, 2006 at 4:19 am

Thanks for asking, Dr. Croley. I’ve been using an Internet-based patient satisfaction survey service called (I should mention that I started the company that owns the site.  I didn’t mention this in the initial post, as I didn’t want to violate the blog’s policy on solicitation). I give patients a card and ask them to rate me after they leave the office. They do the survey from home or from work, so there’s no paperwork for me or my office staff to deal with. The detailed report results are e-mailed to me every 3 months.
DrScore puts my overall patient satisfaction score on line for the public to see. I’m not at all worried about that, because patients tend to love their doctors. Most doctors score well over 9 out of 10 on patient satisfaction. Sadly, the public has no idea of this because good medical care isn’t news– the media tend to only report negative experiences.


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