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7/30/2019 Patient Satisfaction at Georges Memorial Medical Center
1/11
Click to edit Master subtitle style
1/8/13
Patient Satisfaction atGeorges Memorial MedicalCenter
Olayinka O.
7/30/2019 Patient Satisfaction at Georges Memorial Medical Center
2/11
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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