Archive for category: Patient Experience Survey

By Catherine Rice, Vice President of Marketing/Outreach

Every year, nearly 11,000 patients walk through Health Partnership Clinic’s (HPC) doors seeking health services—medical, behavioral health and dental.

Many battle chronic diseases; others struggle with mental issues and yet others face challenges of homelessness, abuse, loss of a job or a myriad of other stressors.

It is our mission to provide quality care. That means we must always look at ways to improve care and do what’s right for our patients. The Health Resources and Services Administration’s (HRSA) Bureau of Primary Health Care recently presented HPC with our 2021 Community Health Quality Recognition certificate in recognition of ranking among the top 20 percent of health centers for best overall clinical performance and badges for COVID-19 Data Reporter, PCMH and Advancing HIT for Quality. We’re so proud of this achievement!

At HPC, we know that patients have the right to choose where to go for their health care, and we want to be their provider of choice—their medical home. That’s why patient satisfaction is a top priority at HPC.

How do we know if we are meeting our patients’ expectations? And doing it consistently?

The best way is to ask our patients. We send out a quarterly survey via SurveyMonkey. Our questions range from the registration process, phones and front desk check in to provider/support staff and billing/payment process.

Our last survey results (FY22Q1) included feedback from patients who received services between July through September 2021. More than 3,000 English and Spanish surveys were sent via email and/or text.

• Three hundred and seven individuals responded, resulting in nearly a 10 percent response rate, with a confidence level of 95 percent and a margin of error of only six percent.
• Besides the great response rate, overall, our satisfaction results have been trending upwards.

One of the key questions I pay special attention to is “How likely is it that you would recommend HPC to your friends and family?”

More than 93 percent of the responders indicated they would “very likely” or “likely” recommend HPC to friends and family! Several initiatives have been implemented to continue to improve the care we provide.

In addition, our team pays close attention to our patients’ overall experience related to our facility, billing/payment process and the care we provide.

Click here for the survey results.

Patients Matter at HPC

Every year, nearly 13,000 patients walk through HPC’s doors seeking health services—medical, behavioral health and dental.

Many battle chronic diseases; others struggle with mental issues and yet others face challenges of homelessness, abuse, loss of a job or a myriad of other stressors.

It is our mission to provide quality care. That means we must always look at ways to improve care and do what’s right for our patients.

At HPC, we know that patients have the right to choose where to go for their health care, and we want to be their provider of choice—their medical home. That’s why patient satisfaction is a top priority at HPC.

How do we know if we are meeting our patients’ expectations? And doing it consistently?

The best way is to ask our patients. We send out a quarterly survey via SurveyMonkey. Our questions range from the registration process, phones and front desk check in to provider/support staff and billing/payment process.

Our last survey results (FY21Q2) included feedback from patients who received services between October through December 2020. More than 2,700 English and Spanish surveys were sent via email and/or text.

• Three hundred ninety-four individuals responded, resulting in a 14 percent response rate, with a confidence level of 95 percent and a margin of error of only five percent.
• Besides the great response rate, overall, our satisfaction results were the best so far. However, there is always room for improvement!

One of the key questions I pay special attention to is “How likely is it that you would recommend HPC to your friends and family?”

Ninety-two (92) percent of the responders indicated they would “very likely” or “likely” recommend HPC to friends and family! Several initiatives have been implemented to continue to improve the care we provide.

In addition, our team pays close attention to our patients’ overall experience related to our facility, billing/payment process and the care we provide.

You can see the results here. (PDF)

Every year, nearly 13,000 patients walk through HPC’s doors seeking health services—medical, behavioral health and dental.

Many battle chronic diseases; others struggle with mental issues and yet others face challenges of homelessness, abuse, loss of a job or a myriad of other stressors.

It is our mission to provide quality care. That means we must always look at ways to improve care and do what’s right for our patients.

At HPC, we know that patients have the right to choose where to go for their health care, and we want to be their provider of choice—their medical home. That’s why patient satisfaction is a top priority at HPC.

How do we know if we are meeting our patients’ expectations? And doing it consistently?

The best way is to ask our patients. Last year, we revamped our survey tool as well as incorporated questions that are required from grant funders and our Patient-Centered Medical Home Recognition program. We recently added questions about the services provided in our Diabetes Center.

Our questions range from the registration process, phones and front desk check in to provider/support staff and billing/payment process.

In October, 3,952 patients, who received services between July-September 2019, received a survey request (either in English or Spanish) via email or text.

• Three hundred individuals responded, resulting in a 7.6 percent response rate, with a confidence level of 95 percent and a margin of error of only six percent.
• Besides the great response rate, overall, our satisfaction results were positive. However, there is always room for improvement!

One of the key questions I pay special attention to is “How likely is it that you would recommend HPC to your friends and family?” Responders indicated 84.4 percent would recommend HPC to friends and family, which increased over the last quarter! Several initiatives have been implemented to continue to improve the care we provide.

In addition, our team pays close attention to our patients’ overall experience related to our facility, billing/payment process and the care we provide.

Here are some of the results.

Patients Matter at HPC

Every year, nearly 14,000 patients walk through HPC’s doors seeking health services—medical, behavioral health and dental.

Many battle chronic diseases; others struggle with mental issues and yet others face challenges of homelessness, abuse, loss of a job or a myriad of other stressors.

It is our mission to provide quality care. That means we must always look at ways to improve care and do what’s right for our patients.

At HPC, we know that patients have the right to choose where to go for their health care, and we want to be their provider of choice—their medical home. That’s why patient satisfaction is a top priority at HPC.

How do we know if we are meeting our patients’ expectations? And doing it consistently?

The best way is to ask our patients. Last year, we revamped our survey tool as well as incorporated questions that are required from grant funders and our Patient-Centered Medical Home Recognition program. We recently added questions about the services provided in our Diabetes Center.

Our questions range from the registration process, phones and front desk check in to provider/support staff and billing/payment process.

In April, 2,594 patients, who received services between January-March 2019, received a survey request (either in English or Spanish) via email or text.

• Nearly 250 responded, resulting in nearly 10 percent response rate, with a confidence level of 90 percent and a margin of error of only five percent.
• Besides the great response rate, overall, our satisfaction results were positive. However, there is always room for improvement!

One of the key questions I pay special attention to is “How likely is it that you would recommend HPC to your friends and family?” Responders indicated 81.2 percent would recommend HPC to friends and family! That says a lot! Although we are trending slightly down, we remain optimistic. A number of initiatives have been implemented in the clinic that should move this number upward.

In addition, our team pays close attention to our patients’ overall experience related to our facility, billing/payment process and the care we provide.

Here are some of the results:

PHONE SYSTEM

REGISTRATION

 

CHECK IN

 

PROVIDER

SUPPORT STAFF

OVERALL CARE

 

BEHAVIORAL HEALTH

DIABETES CLINIC

VISITS

BILLING

For a complete report, contact Catherine Rice, Vice President of Marketing and Outreach, at crice@hpcjc.org.