Patient Satisfaction Survey for Physicians’ Group

Organizational Overview

The physicians’ group is a multi-specialty physician practice, including family medicine, internal medicine, pediatrics, women’s health, orthopedics, podiatry, sleep medicine and hospitalists, with locations throughout central Florida.

Business Challenge

The organization desired to achieve Patient Centered Medical Home (PCMH) recognition and ensure it was within the NCQA (National Committee for Quality Assurance) standards and guidelines. One of the newer requirements for PCMH recognition was to track patient experience through a standardized survey process.

JRG Solution and Implementation

J. Robinson Group recommended a quantitative satisfaction survey of past patients using criteria required for NCQA (National Committee for Quality Assurance) designation, and cross-tabbed by specific offices and service lines.

This type of survey would:

  • Provide a baseline for patient satisfaction both for each physician and for each office
  • Highlight systemic successes and areas for improvement
  • Prioritize process planning
  • Promote positive messaging about its service satisfaction levels to industry, consumer and funding pools
  • Stimulate healthy competition within the organization

JRG assessed the patient database to determine validity, number of email addresses, projected open and response rates and confidence levels, and determined that due to the detailed segmentation, there would be some areas with higher confidence levels than others. However, at high levels, it would be possible to get accurate readings, and these readings could be quite useful to establish customer satisfaction baselines.

The survey instrument was developed by a subsidiary of the American Academy of Family Physicians and met the standards outlined by NCQA. Eighteen questions asked specific levels of agreement (Strongly Agree through Strongly Disagree) regarding the four dimensions of care (Access to Care, Access to Information, Communication, Patient Self-Management). In addition, demographic information was collected and there was an opportunity for open-ended comments. Finally the question “How likely are you to recommend this practice?” was asked.

The survey was deployed via email. The results were delivered with cross-tab analysis (by physician, by department, and by office), interpretation, and with a summary report featuring survey highlights and recommendations.

Results and Outcomes

Overall, patients expressed a very high level of satisfaction with the practice, and strong relationships with their physicians. The surveys, when cross-tabbed, gave insight into:

  • Summary statistics for the group, based on the total surveys collected
  • Findings categorized by PCMH dimensions – for each location and each physician
  • Relative level of satisfaction for each office location
  • Relative level of satisfaction for each physician
  • Frequency distributions by question for locations and physicians
  • Rank orders for the question “How likely are you to recommend this practice?” by physician and by office

The survey project provided the organization with a new tool to measure, benchmark, evaluate, and improve its patient care, and to establish its path to the PCMH designation.