Organizational Concern for Patient Satisfaction -

In your opinion, how have patient satisfaction ratings changed at your organization in the past year?

Improved considerably

Improved somewhat

Has remained about the same

Has declined somewhat

Has declined considerably

Don't know

In your opinion, how important is patient satisfaction within your organization?

It's a high priority

It's a mid-level priority

It's a low priority

Don't know

Does your organization have managers/staff dedicated to patient-satisfaction matters?

Yes

No

Don't know

How often does your organization conduct surveys to evaluate
patient satisfaction?

Which one of the following means is used to evaluate patient satisfaction?

Questionnaires sent through the mail (in-house efforts)

Follow-up telephone calls (in-house efforts)

An outside firm has been hired to track patient satisfaction

Suggestion boxes placed in facilities

Other

Has your organization initiated programs to improve patient satisfaction within the past year? List a few and what indicators are used to identify success.

Yes

No

Don't know

What sector of the health care industry do you believe needs the most improvement in patient satisfaction?

What is the most compelling reason for your organization to improve customer satisfaction?

Fear of increase regulation

Fear of damage to organization's reputation

Fear of decreased quality of patient healthcare.

Other

In your opinion, has patient satisfaction been shown to have a direct effect on your organization's bottom line? If so, explain why.

Yes

No

Don't know

In your opinion, how important is patient satisfaction at your organization?

It's a high priority

It's a mid-level priority

It's a low priority

Don't know