USA Gastroenterology, located at USA Commons, was recognized for having the highest score of 97 percent on the in-house survey.
“We realize that it can be very uncomfortable and scary to see the doctor, therefore, excellent customer service can help minimize the patient’s fear by having someone treat them with a smile, empathy and respect,” said Sandra Curtis, manager of quality improvement for USA Physicians Group. “The survey is a way to help us identify ways of improving our practice, which translates into better care and happier patients.”
The patient satisfaction survey includes questions concerning ease of appointment, courtesy of staff, wait 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.
The purpose of these quarterly awards is to keep customer service in the forefront of USA Physicians Group clinics. “Our goal is to receive a 90 percent rating in our clinics,” Curtis said. “The USA Gastroenterology clinic recently was rewarded with an ice cream party to show our appreciation of their commitment to excellence.”
To qualify for the customer service award, the clinic must receive at least 50 patient satisfaction surveys for the quarter. For USA Physician Group clinics interested in improving their customer service skills, training sessions are available. To learn more, contact the Quality Management Department at 471-7836.
