[JoeyGraham]

I'd like to know what, if any, service you use for collecting and reporting on patient satisfaction surveys? We use a service called SHP and it allows us to benchmark against other DMEs - does your service do this? If anyone is not using a service (doing it internally), how do you report on Patient Satisfaction in a way that meets your accreditation requirements?

[DMEisgoodfun]

We do it internally. Customer service sends out 5 questionnaires a week. We
funnel the responses thru our Quality Improvement Team where we track
trends, suggestions and feedback. This information plus any action we take
is recorded in meeting minutes.

[ggroden]

I am a surveyor for accreditation. I am sure this process meets requirements
for all accrediting organizations.
First of all surveys should be sent to at least 20% of new weekly sales. I
recommend all rentals, fittings, blood glucose meters, and any other
services you are interested in. I have found that leaving them at the time
of service provides the least return,. I recommend that the surveys are
mailed within a week of the service. I also recommend providing a
self-addressed return envelope (stamped). The survey should have no more
than 10 questions. I can provide samples. It is also important to have a
space for other comments. Sometimes, these comments are more important than
the survey answers. THe surveys should be tabulated by the number of
excellent, very good, good, fair or "no" answers and should be reported to
QI. Especially, comments should be reviewed. This then becomes part of the
QI process. I also recommend that when negative comments or recordings are
received , that someone in management contacts the client. In many cases,
this can lead to improved processes and a more satisfied customer. Joe
Groden


Joe Groden
JG Consulting
(585)388-8824
(585)377-9158 fax
www.jgconsults.com

[JoeyGraham]

Thanks for your help Joe and DMEisgoodfun!