The patient satisfaction survey includes questions concerning ease of appointment, courtesy of staff, waiting time to see the physician, respect shown and privacy needs met. Responses for courtesy, respect and meeting patients’ privacy needs are mathematically averaged to determine scores.
University Physicians Group at USA Commons has the second highest score with a score of 95.5 percent. Other clinics such as family medicine, neurology and plastic surgery also scored in the 90th percentile.
“Excellence in both customer service and health care quality are important factors patients consider when making health care choices,” said Sherryle Givens, manager of quality improvement for USA Physicians Group. “Our attitudes, tones of voice and mannerisms all demonstrate our appreciation for the opportunity to care for patients.”
Givens said the purpose of the awards is to provide a ‘thank you’ to those who work hard to let our customers know they are valued. The winning clinic recently was awarded an ice cream party.
To qualify for the customer service award, the clinic must receive at least 50 patient satisfaction surveys for the quarter. Quarter two began April 1 and will end June 30. For USA Physician Group clinics interested in improving their customer service skills, training sessions are available. To learn more, contact the Office of Compliance at 471-7836.
