When running a medical clinic, it’s important to accurately gauge your patient experience. This is where medical survey data can help. However, patient satisfaction feedback can vary widely in terms of how helpful it is for improving protocols and personnel.
The quality of your survey questions makes a big difference in the level of insight to be gained from the data. Here are some tips!
Implement NPS Surveys
NPS, or Net Promoter Score, surveys are fantastic tools for determining the overall satisfaction rate of clients in many industries. You may associate NPS with retail or software, but many researchers have found it to be valuable in the healthcare setting—from seniors seeking behavioral health services to low-literacy patients in nonprofit clinics.
The efficacy of NPS stems from its brevity. NPS is calculated by asking one simple question: “One a scale of 0-10, how likely are you to recommend our services to friends or family?” In a world of ever-declining survey response rates, decreasing abandonment is key. And there’s no better way to do that than to keep your survey short and sweet.
For more details on NPS, check out Calibrater’s NPS explainer.
What is NPS?
Net Promoter Score is a proven loyalty and satisfaction metric that is calculated by asking one simple question: “On a scale of 0 – 10, how likely are you to recommend our services to friends or family?”
Ask Follow-up Questions
As useful and important as NPS surveys are, it’s also important to give your patients the opportunity to elaborate. This empowers your respondents to accurately share their experiences, resulting in more useful data for your operations team.
Participants may become disengaged when they aren’t provided sufficient options for sharing their thoughts. When this happens, they may either abandon the survey or answer everything in a neutral manner. To promote patient engagement, it’s essential to ask follow-up questions based upon the NPS survey questions answers, as well as questions that allow customers the freedom to express their opinions, testimonies, and feelings surrounding their visits.
We recommend open-ended questions. These give survey takers the opportunity to fully express and elaborate on their experiences and give you the most qualitative data possible. Whether there is something that customers like or dislike about their visits, open-ended questions are the best ways to bring not only these issues to light, but also to determine any emotions patients felt as a direct result of their encounters.
When survey questions are not open-ended, there are several pieces of information that can be missed, and this also puts the survey at risk of being abandoned should a participant feel they are not able to fully express their thoughts.
A clinic is a place where people go to feel better, and the best way to ensure this is happening is by offering surveys to customers after their visits. The more thorough the survey, the more insightful the information you are to gain, and the better your clinic can fulfill the expectations of your patients—leading to business success.
With smart surveys, you can split your patient population to choose which patients get which surveys. Your surveys can be tailored to visit type, location, patient age, or even split your population at random if you want one survey to go to some patients, and another survey to the others.