Staff Meeting Topic: Patient Satisfaction Checklist

Once a year is, it is important to up your game by having a staff meeting about patient satisfaction. Patient Satisfaction is everything from the cleanliness, product, customer service and communication and management. We have developed a patient satisfaction checklist to review

Merchandising; Develop a ‘statement’  that your staff fills out by agree or disagree. Add appropriate issues:

  1. Office is clearly marked and easy to get to, with parking.
  2. Reception area is clean and clutter-free.
  3. Exam Room(s) are clean and maintained
  4. Bathroom is clean and maintained.
  5. Lighting is bright.
  6. Furniture is well maintained and clean.
  7. Signage is easy to see and up to date.
  8. Patient education and reading materials are available and up-to-date.
  9. Atmosphere is warm and inviting.

Brainstorming Issues with staff.

  1. How do the patients feel when they come into the office. What more can we do to  make the patients feel comfortable and welcome.
  2. What do you think think the consumer first impression is of our office? What can we do to better the first impression?
  3. On a scale of 1-5 (5 being best) the ‘first impression of each area of the office. Reception, front desk, dispensing, contact lens room, hallway, bathroom, exam room etc.
  4. Which had the best impression and why, which had the worst impression and why?
  5. Money was no object, what you do to improve the office environment? What could we do for FREE to improve the office environment?
  6. On a personal note, which are is the most important to you to be improved?

Human Resources: Again, Develop a ‘statement’  that your staff fills out by agree or disagree. Add appropriate issues:

  1. Office staff is knowledgeable and helpful about insurance and billing issues.
  2. Office staff is knowledgeable about products and services offered.
  3. Office staff is cross trained.
  4. Patient calls are returned in a timely basis.
  5. Staff smiles and treat patients professionally and with courtesy
  6. Office is staffed appropriately.

Brainstorming Discussion:

  1. How are the office ‘telephone scripts’ if have working? What do they say and how could we make them better?
  2. How do we greet patients in the office? What can we do to make it more warm and welcoming? Do we smile, what is our body language and eye contact?
  3. How do we interact with each other? How can we be more of a team?
  4. Where do we have patient complaints or negatively? Why are our patients not coming back?
  5. What communication tools do we currently use with our patients. Are they still relevant, and what other tools can we use?

Patient Communication; Develop a ‘statement’  that your staff fills out by agree or disagree. Add appropriate issues:

  1. Does the Doctor or staff ask questions relevant to the patient and their medical history?
  2. Does the Doctor and staff approachable and actively listens to patient concerns.
  3. Does the Doctor and staff clearly explain each image, procedure, mediation and product to the patient.
  4. Patient health and billing issues are discussed in a private area.

Brainstorming  Questions:

  1. How do you think patients would characterize their time with Doc and staff in the office? Thorough? Rushed?
  2. Do patients feel that they understand everything the doctor and staff say to them?
  3. How is the body language between doctors-staff and patient?
  4. Do patients feel comfortable in asking questions?
  5. Do they understand their responsibilities?
  6. What can we do to improve body language, written and verbal communication with patients?

Patient Education: Develop a ‘statement’  that your staff fills out by agree or disagree. Add appropriate issues:

  1. Our patient education materials are up to date and available easily.
  2. Our staff is up to date and can answer or find most answers to the commonly asked questions.
  3. Staff training sessions on patient education occur on a regular basis.
  4. The practice participates in community education and outreach activities.

Brainstorming Issue

  1. How would you rate the ways we educate patients in our practice? Brocheures, verbally, pictures, website, blog, social media.
  2. How much time to do we have or need to educate patients?
  3. Do you believe we provide enough education to patients? The right education materials?
  4. What opportunities do we miss in education or inspiring our patients?
  5. What areas of staff training would help improve patient education?
  6. Where and how can we motivate our patients to improve their health and comply with treatment recommendations?

Staff Team Building:

  1. Clinical and administrative staff work as a cohesive team.
  2. Personal issues are identified and resolved.
  3. Teamwork is encouraged
  4. Team morale is excellent

Team Brainstorming Issues

  1. What do our patients thing about how we work together and our relationships?
  2. Do we gossip and talk about our patients? How do we respect the privacy of our patients?
  3. How can we better our teamwork? Reward programs, Eduction, team building exercises?
  4. How well do we listen to one another. Do we treat each other with respect?
  5. How can we improve teamwork?

SOP’s (Standard Operating Procedures) : Develop a ‘statement’  that your staff fills out by agree or disagree. Add appropriate issues:

  1. Patient billing issues are resolved in a timely, professional manner.
  2. Patient calls are returned within an acceptable time frame.
  3. Patient Check- in and check out is seamless.
  4. Appointments are available within an acceptable time frame.
  5. Patient complaints are handled immediately.

Brainstorming Questions:

  1. How do you think patients view our office systems?
  2. Do you think that patients feel that we respect their time? Their individual needs?
  3. What do you think about our office processes? What do other staff feel and why is it important?
  4. What are the patient complaints about office processes that you feel is most important.
  5. How is our office management enhancing SOP’s?