7/30/2019 Patient Satisfaction at Georges Memorial Medical Center

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Patient Satisfaction atGeorges Memorial MedicalCenter

Olayinka O.

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1/8/13Georges Memorial Medical Center

Private womens and children facility

Services provided

Obstetrics

Gynecology

Infant & child welfare

Assisted reproduction

General surgery

Clientele age range 18-50+

Payment

Cash primarily

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1/8/13Quality Management

Focus on

Patient care outcomes

Effectiveness

Quality improvement

Establish benchmarks in industry

Continuous improvement of processes

Patient/Client satisfaction

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1/8/13Quality Indicators

In order to assess quality at Georges thefollowing indicators were considered:

Administrative services

Medical services

Financial services

Diagnostic services

Accessibility/convenience

Staff (competence and personality/attitude)

Environment (comfort, cleanliness, equipment,

etc)

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1/8/13Measuring Quality

Pre-test phase

10 patients were selected at random

Random True or False or N/A (non applicable)

questions were askedGoal : to gather insight and test appropriateness

of survey

Sample questions:

It takes a long time to see the doctor

The doctor sometimes answers your questions

You have no confidence in any of the doctors ornurses

The accountant is alwa s willin to and available

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1/8/13Measuring Quality

Conclusions from pre-test phase

True or False questions not detailed enough

Not enough categories were included

Too many N/A answers

Format is confusing

Final survey should Focus should center on satisfaction, are

patients satisfied or dissatisifed?

Be sectioned and tabulated for simplification

Allow for comments at the end of each section

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1/8/13Final Survey

Broken up into 5 sections Overall rating of clinic/Wait time Staff personality and attitude Diagnostic services

Financial services and environment Inpatient services (optional)

FormatPLEASE CIRCLE THE ANSWER THAT BEST FITS YOUR EXPERIENCE

What were you dissatisfied about? : _______________________________

CompletelySatisfied (CS)

Somewhatsatisfied (SS)

Neutral (N) SomewhatDissatisfied(SD)

CompletelyDissatisfied(CD)

N/A

Overall ratingof clinic

1 2 3 4 5 6

Goal50-75completedsurveys

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1/8/13Final Survey Results

32 completed surveys received

29 females and 3 males participated

Age range of participants

18-36 (29)

37-50 (3)

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1/8/13Final Survey

CS SS N SD CD N/A

Overall ratingof clinic

1 2 3 4 5 6

Level of careprovided

1 2 3 4 5 6

Wait time 1 2 3 4 5 6

Overall rating of theclinic

66% selectedcompletelysatisfied (21)

25% selected

somewhat

Level of care 84% selected

completely satisfied(27)

0.06% were somewhatsatisfied (2)

0.03% selectedcom letel dissatisfied

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1/8/13Final Survey

Noted dissatisfactions

Wait time 13% selected completely satisfied (4) 34% selected somewhat satisfied (11) 28% selected neutral (9) 13% selected somewhat dissatisfied (4) 9% selected completely dissatisfied (3) 3% declined to answer (1)

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