Optical Patient Satisfaction Checklist

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Patient Satisfaction is a Team Effort: It is important that all issues are discussed consistently in order for the team to come together.

We have provided you a checklist to review on a weekly or monthly basis. It would be interesting for you to give this to all team members to fill out and then discuss the results in the staff meeting.

General

  1. Reception area is clean and clutter-free.
  2. Furniture in the waiting room is clean and well-maintained.
  3. Patient exam areas are clean and well-maintained.
  4. Lighting creates a bright and cheerful atmosphere.
  5. Patient education and reading materials are available and up-to-date.
  6. Access to the practice is clear and easy, and includes proper signage.

Team Discussion and Questions:

  1. Do patients feel welcome and comfortable when they come to our office?
  2. What can we do to the environment to make them feel at home?
  3. What are first impression do you think our office conveys to patients?
  4. How can we improve or enhance that first impression?
  5. Which areas make the best impression? The worst impression? Why?
  6. What one change you would make to the practice environment that would improve satisfaction scores.

Patient Relations

  1. Is Front office staff is knowledgeable about current insurance and billing issues.
  2. Non-emergency patient calls are returned within an acceptable time frame.
  3. Staff is professional and courteous in all interactions-internal and external.
  4. Reception area is staffed appropriately.
  5. Staff is knowledgeable about available patient education materials and resources.

Team Discussion and Questions

  1. How do we greet people in our practice? On the telephone? What does it say about us?  About the care we provide?
  2. What do you think our body language and facial expressions say about us? About the way we feel about our patients?
  3. Do we smile and make eye contact with patients? With each other?
  4. Do our patients feel like we are listening to them?
  5. Which “hot buttons” typically cause a negative response in our patients?
  6. How can we improve our communication with patients?
  7. Which additional tools do we need to help improve our communication with our patients?

Staff Communication

  1. Dr./Optician asks questions relevant to the patient’s condition.
  2. Dr./Optician is familiar with each patient’s medical history.
  3. Dr./Optician is pleasant and approachable and actively listens to patient concerns.
  4. Dr./Optician clearly explains each medication prescribed to the patient.

Team Discussion and Questions

  1. How do you think patients would characterize their time with physicians in the office?
  2. Do patients feel that they understand everything the physician says to them?
  3. How do physicians relate to patients using non-verbal communication? Eye contact? Body language?
  4. Do patients feel comfortable and empowered to ask physicians questions?
  5. What are the patients’ roles and responsibilities in the communication process? Are they involved?
  6. What could we do to help improve physician communication with our patients?

Doctor Communication

  1. Patient education materials are up-to-date and available.
  2. Physician and staff know which materials are available and offer them proactively.
  3. Staff training sessions on patient education occur on a regular basis.
  4. Community and patient education activities occur inside the office.
  5. The practice participates in community education and outreach activities.

Team Brainstorming Sample Questions:

  1. How would you characterize the ways we educate patients in our practice?
  2. Do we have enough time to educate patients?
  3. How do we educate patients? Brochures? Verbal communication?
  4. Do you believe we provide enough education to patients? The right education materials?
  5. Do we use every opportunity in the office visit to inspire our patients?
  6. Would staff training help improve patient education?
  7. Are there other ways can we motivate our patients to improve their health and comply with treatment recommendations?

Patient Education

  1. Patient health and billing issues are discussed in a private area.
  2. Both clinical and administrative staff work as a cohesive team.
  3. A staff feedback mechanism exists to identify and resolve personnel issues.
  4. Team-building exercises are held on a regular basis.
  5. Teamwork is encouraged and rewarded.

Team Discussion and Questions

  1. How would you characterize the way patients view our relationships with one another?
  2. Do patients feel that we respect their privacy in our communications with one another?
  3. Is teamwork rewarded?
  4. Do we listen to one another?
  5. What does our body language say about the way we feel about one another?
  6. Write down the most important way we could improve teamwork in the office.

Physician and Staff Teamwork

  1. Patient wait time is minimal.
  2. Patient billing issues are resolved in a timely, professional manner.
  3. Non-emergency patient calls are returned within an acceptable time frame.
  4. Initial and follow-up appointments are available within an acceptable time frame.
  5. Patient grievances and complaints are handled immediately.

Team Discussion and Questions

  1. How would you characterize the way patients view our office systems?
  2. Do patients feel that we respect their time? Their individual needs?
  3. How do you perceive office processes?
  4. Do you feel that your time and contributions are respected?
  5. Write down the patient complaint about office processes that you feel is most important.
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