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

4.4% 0.0% 0.0% 0.0% 0.0% 15.6% 18.5% 11.1% 2.1% 1.6% 27.8% 29.6% 59.3% 17.9% 9.6% 52.2% 51.9% 80.0% 88.8% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% Medical Dental Behavioral Sequoia Pediatrics Always Usually Sometimes Never 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?

3.5% 0.0% 0.0% 0.0% 0.0% 17.4% 7.7% 11.5% 5.3% 4.1% 39.5% 34.6% 38.5% 21.3% 12.3% 39.5% 57.7% 73.4% 83.6% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% Medical Dental Behavioral Sequoia Pediatrics Always Usually Sometimes Never 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?

0.0% 0.0% 0.0% 0.0% 1.6% 2.0% 11.1% 0.0% 0.0% 1.6% 15.2% 18.5% 21.2% 5.9% 9.4% 82.8% 70.4% 78.8% 94.1% 87.5% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

Medical Dental Behavioral Sequoia Pediatrics

Always Usually Sometimes Never In the last 6 months, how often did your provider explain things in a way that was easy to understand?

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

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

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

7.4% 8.7% 0.0% 1.5% 3.8% 13.6% 4.3% 11.1% 5.9% 0.0% 27.2% 17.4% 55.6% 14.7% 16.3% 51.9% 69.6% 33.3% 77.9% 80.0% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

Medical Dental Behavior al Sequoia Pediatrics

Always Usually Sometimes Never In the last 6 months, when this provider ordered a blood test, x-ray or

• ther test for you, how often did someone from this provider’s office

follow up to give you those results?

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

• ffice treat you with courtesy and respect?

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

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

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

8.95 9.45 8.81 9.5 9.5 2 4 6 8 10 Medical Dental Behavioral Sequoia Pediatrics 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?