Patient Satisfaction Survey July 2020 BY DEPARTMENT 399 Total - PowerPoint PPT Presentation

Patient Satisfaction Survey July 2020 BY DEPARTMENT

399 Total Respondents • 33 in Behavioral Health • 27 in Dental • 110 in Medical • 128 in Pediatrics • 74 in Reproductive Health (Sequoia) • 27 in Chiropractor/Acupuncture • 368 English respondents • 31 Spanish respondents

In the last 6 months, when you phoned this office to get an appointment for care for you needed right away, how often did you get an appointment as soon as you needed it? 88.8% 9.6% Pediatrics 1.6% 0.0% 80.0% 17.9% Sequoia 2.1% 0.0% Always 59.3% Behavioral Usually 11.1% 0.0% Sometimes 51.9% Never 29.6% Dental 18.5% 0.0% 52.2% 27.8% Medical 15.6% 4.4% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

In the last 6 months, when you contacted this office during regular business hours, how often did you get an answer to your medical question that same day? 83.6% 12.3% Pediatrics 4.1% 0.0% 73.4% 21.3% Sequoia 5.3% 0.0% Always 38.5% Behavioral Usually 11.5% 0.0% Sometimes 57.7% Never 34.6% Dental 7.7% 0.0% 39.5% 39.5% Medical 17.4% 3.5% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

In the last 6 months, how often did your provider explain things in a way that was easy to understand? 87.5% 9.4% Pediatrics 1.6% 1.6% 94.1% 5.9% Sequoia 0.0% 0.0% Always 78.8% 21.2% Usually Behavioral 0.0% 0.0% Sometimes 70.4% Never 18.5% Dental 11.1% 0.0% 82.8% 15.2% Medical 2.0% 0.0% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

In the past 6 months, how often did your provider listen carefully to you? 90.6% 6.3% Pediatrics 0.9% 2.7% 96.1% 3.9% Sequoia 0.0% 0.0% Always 87.9% Behavioral Usually 0.0% 0.0% Sometimes 75.9% Never 13.8% Dental 6.9% 3.4% 85.6% 8.7% Medical 4.8% 1.0% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

In the last 6 months, how often did your provider spend enough time with you? 85.7% 12.7% Pediatrics 1.8% 0.0% 95.9% 2.0% Sequoia 2.0% 0.0% 81.3% Always 15.6% Behavioral 3.1% Usually 0.0% Sometimes 76.9% Never 11.5% Dental 11.5% 0.0% 80.6% 11.7% Medical 5.8% 1.9% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

In the last 6 months, how often did this provider seem to know important information about your medical history? 85.9% 12.5% Pediatrics 0.8% 0.8% 85.7% 13.3% Sequoia 1.0% 0.0% 78.1% Always 21.9% Behavioral 0.0% Usually 0.0% Sometimes 66.7% Never 25.9% Dental 3.7% 3.7% 77.5% 14.7% Medical 5.9% 2.0% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

In the last 6 months, when this provider ordered a blood test, x-ray or other test for you, how often did someone from this provider’s office follow up to give you those results? 80.0% 16.3% Pediatrics 0.0% 3.8% 77.9% 14.7% Sequoia 5.9% 1.5% Always 33.3% 55.6% Behavior Usually 11.1% al 0.0% Sometimes 69.6% Never 17.4% Dental 4.3% 8.7% 51.9% 27.2% Medical 13.6% 7.4% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

In the last 6 months, how often did clerks and receptionists at this office treat you with courtesy and respect? 96.9% 3.1% Pediatrics 0.0% 0.0% 98.0% 2.0% Sequoia 0.0% 0.0% Always 84.8% 15.2% Behavioral Usually 0.0% 0.0% Sometimes 88.0% Never 12.0% Dental 0.0% 0.0% 87.5% 9.6% Medical 2.9% 0.0% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

Have you received a sliding fee discount over the past 12 months for any of your services here at MCC? 71.3% Pediatrics 28.7% 82.4% Sequoia 17.7% 87.1% Behavioral No 12.9% Yes 69.6% Dental 30.4% 90.7% Medical 9.3% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

If yes (to question about sliding fee), did you use services because you received the discount? 76.4% Pediatrics 23.7% 79.3% Sequoia 20.8% 76.9% Behavioral No 23.1% Yes 27.3% Dental 72.7% 68.4% Medical 31.6% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

Would you recommend MCC to your family and friends? 3.8% Pediatrics 96.2% 1.2% Sequoia 98.9% 0.0% Behavioral No 100.0% Yes 0.0% Dental 100.0% 3.9% Medical 96.1% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

Using any number from 0-10, where 0 is the worst possible experience and 10 is the best possible experience, what number would you use to rate your overall experience during today’s visit at MCC, from the time you entered the building – including receptionists, clerks, your provider and the rest of the medical team? Pediatrics 9.5 Sequoia 9.5 Behavioral 8.81 Dental 9.45 Medical 8.95 0 2 4 6 8 10