“They may not complain, but what do your patients really think about the service at your practice?"

You train all staff on service issues and the clinical staff in your practice makes sure that clinical guidelines are followed when a patient is treated, and you probably assume everything is just fine if you do not hear about a complaint. Think about the number of times you have not been necessarily satisfied with service at a restaurant, department store, another health care provider or other business, but did not complain.  You may or may not go back to that business, but you are not likely to tell colleagues, neighbors, friends and family to go there…your perception is not one of excellence.

Health Business Navigators (HBN) can help you to measure patients’ perceptions of the various steps of dealing with your practice….from making an appointment, registration, wait times, the visit experience, confidentiality, the attitude of staff and much more.  We help you focus on those big and small service issues that can make future patient experiences excellent. We document those issues for you in a way that you can go back to staff with training that addresses the areas requiring improvement. 

What you get…

A comprehensive standard patient satisfaction survey on which you can overprint your practice name or place a sticker or stamp to make it “yours.”  Or we can work with you to custom design a survey format that addresses some special issues that your practice may want to survey. 

• Tips to lower return mail costs and to ensure the best return from a cross-section of patients so you hear about the good, the bad and the mediocrity, not just complaints. 
  
  
• Tallying of  results for all returned surveys. 
  
  
• Summary reports for the practice in aggregate and also by practitioner if your practice has more than one physician, PA, NP or other.