We all want happy patients because they generate referrals. Make sure you’re in touch with your patients and their needs so you can improve patient satisfaction. There’s an easy, low-cost (or free!) way to do just that. 
Survey Says
In 2013, Medical Group Management Associates published a report stating 80% of “better performing” practices used patient satisfaction surveys.
Fortunately, we don’t have to guess if our patients are happy or how we can help improve patient satisfaction. We can go straight to the source and ask! Your patients are a gold mine of data. They can help you improve your practice in ways that matter the most to them.
Sometimes, what we think patients want or need isn’t what they actually want or need. For example, you might think the best way to spend money improving your practice is to buy nicer furniture for your waiting area. However, your patients might care more about having an online booking portal so they can make their own appointments or having reduced waiting times.
Ways to Survey
The data collection method you use should be guided by the type of patients you have. Are they young and tech savvy? They’ll respond more favorably to online surveys. Are your patients older? They may not be online at all, so using good old-fashioned paper surveys will net you more of the data you’re hoping to obtain.
To get the most accurate data, make the surveys anonymous. Patients may be less willing to provide critical feedback if they know their name will be attached to it, and you’ll see their negative comments. This can be especially important if you have a great rapport with most of your patients. We don’t want to hurt the feelings of someone we like, even if they’ve asked for constructive criticism.
What to Ask
Don’t go overboard. People aren’t going to respond to a 50 question survey! Ask no more than ten questions about things like overall experience, staff performance, ease of getting an appointment, and timeliness. 
Don’t ask more than three open-ended questions. Some people won’t give a sufficient answer, and some people will write a novel; either scenario doesn’t give you the kind of hard data you’re looking for. At the end of the survey, be sure to include an open comment section labeled “Additional Comments.” This allows patients to provide feedback about anything – including topics you didn’t know to include in your survey.
Don’t Ask Don’t Tell
If there’s something that may indeed increase patient satisfaction, but that you aren’t willing to do, don’t ask about it! Don’t ask if patients would like earlier office hours if you like to sleep late. Also, don’t ask about things over which you have no control. If your office is in a busy downtown area, many patients would probably like better parking options, but there isn’t much you can do about that.
If you’re taking the time to conduct a survey, and your patients are taking the time to answer it, you have to be prepared to listen and respond to the feedback.
What To Do With The Data
If you used online survey software, part of the program may include collating the data into an easy to read report. If you’ve used paper surveys, you’ll have to do the work yourself. Either way, be sure you actually use it! Some practices survey patients and the valuable information collected just languishes in a filing cabinet. 
Look at what the answers have in common; there should be at least a few things you see over and over, and now you know where to spend time, energy, and maybe money, improving. Follow through on the improvements.
Keep Patients In The Loop
People like to feel their opinion matters and is used for positive change. That’s why we vote! Your patients feel the same after filling out your survey. They don’t want to feel like you’ve wasted their time, discounted their opinions, and improved nothing.
Implement the changes and announce them to your patients in whatever way you communicate with them; your newsletter, blog, or mailings. Thank them for the valuable insight they provided to you.
It’s The Patients Who Matter
We as providers can think things are going great, and our patients couldn’t be happier. And that might be true. But why wonder when the answer walks through your waiting room every day? Survey your patients and get the real answers!
For more information on building community connections, I encourage you to read my new book Community Connections! Relationship Marketing for Healthcare Professionals. If you want more valuable information about how to Connect with YOUR Community, you can find FREE healthcare practice marketing content, PowerPoint Presentation Jumpstart Kits, workbooks, blog articles, and my FREE “Practice Marketing Planner” Now!
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