Patients Matter at Health Partnership Clinic

Amy Falk

Amy Falk, CEO

By Amy Falk, CEO 

Every year, nearly 14,000 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.

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.

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

This fall, 4,834 patients, who received services between August-December 2018, received a survey (either in English or Spanish) request via email.

  • More than 400 responded, resulting in an eight 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 positive.

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 81.4 percent would recommend HPC to friends and family! That says a lot!

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:

 VISITS

HPC Survey Results - VISITS

REGISTRATION

HPC Survey Results - REGISTRATION

CHECK IN

HPC Survey Results - CHECK IN

PROVIDER

HPC Survey Results - PROVIDER

SUPPORT STAFF

HPC Survey Results - SUPPORT STAFF

OVERALL CARE

HPC Survey Results - OVERALL CARE

BEHAVIORAL HEALTH

HPC Survey Results - BEHAVIORAL HEALTH

BILLING

HPC Survey Results - BILLING

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