Patient Survey Results : October – December 2020

Amy Falk

Amy Falk, CEO

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)