Town Hall – Developing Satisfaction Surveys for OccMed Clients

10 Customer Satisfaction Survey Best Practices

Keep it short. …
Only ask questions that fulfill your end goal. …
Construct smart, open-ended questions. …
Ask one question at a time. …
Make rating scales consistent. …
Avoid leading and loaded questions. …
Make use of yes/no questions. …
Get specific and avoid assumptions.
Think about your timing
Offer survey respondents a bonus

Developing the Best Satisfaction Survey for Clients

(Well IQ: Scott Strother)

What are the essential components of a client survey?
Who usually develops the survey content?
Who sends it out the clinic, med dir, operations, admin?
How often do you survey?
What is the best format?
How do you decide what you report?
What follow up is necessary to make the survey of value for all?

SLIDES:

March 23rd Developing the BestSatisfaction Survey for Clients.Scott Strother – WellIQ– Google Drive
March 23rd Developing the BestSatisfaction Survey for Clients.Scott Strother – WellIQ– Dropbox

AUDIO:

Additional resources for conducting surveys:

WELL IQ

Well iQ platform is an automated, customizable solution for all (Occ Med) survey needs- both Employer and Patient. Please let me know if we can get the details around who called in, asked questions, etc. as we would like to follow- up with them directly.

Scott Strother, Chief Operating Officer, 804- 347- 7094, https://www.welliq.org scott@welliq.org

UL

Our sponsor, UL, has created integrations with survey tools such as Press-Ganey, click the logo below for more information.

NAOHP CONSULTING

We have conducted many types of surveys for consulting clients including competitive pricing and marketing surveys. If you’d like to discuss this further, just email me here – learl@naohp.com

IN TODAY’S HIGHLY COMPETITIVE HEALTHCARE ENVIRONMENT, “PATIENT SATISFACTION” IS SIMPLY NOT ENOUGH.

Healthcare organizations must strive to move beyond patient satisfaction to create an atmosphere that ensures exceptional and long-term patient and customer loyalty.

We have identified through our market research a gap between the provider’s perspective and the patient’s perspective with respect to quality and service.

In this webinar, we will clarify some of those issues.

Our goal is to identify at least three to five new ideas for participants to take back with them and implement in their clinic or practice.

There are other reasons why this seminar should provide a positive return on investment for registrants. Even a single dissatisfied patient can provide enough negative word of mouth to cost a clinic or program thousands of dollars in lost revenue. It is estimated that it costs up to six times more to replace a lost patient or corporate account than to retain that account.

Attend our “Beyond Customer Satisfaction” course