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To put your data into a useable format simply use a matrix as illustrated in the sample below, and put the total number of answers for the time period you are using to measure the sample (e.g. 1 month, 3 months, 6 months, etc.) in each cell.
Patient Satisfaction Survey Sample Data Collection Sheet
Question |
Great |
Good |
OK |
Fair |
Poor |
No Response |
EASE OF GETTING CARE |
Ability to Get in to be seen |
40 |
44 |
16 |
0 |
0 |
0 |
Hours Center is Open |
56 |
36 |
4 |
4 |
0 |
0 |
Convenience of Center's location |
48 |
44 |
4 |
0 |
4 |
0 |
Prompt return on calls |
60 |
36 |
4 |
0 |
0 |
0 |
WAITING |
Time in Waiting Room |
56 |
36 |
8 |
0 |
0 |
0 |
Time in Exam Room |
56 |
44 |
0 |
0 |
0 |
0 |
Waiting for tests to be performed |
40 |
56 |
4 |
0 |
0 |
0 |
Waiting for test results |
40 |
56 |
4 |
0 |
0 |
0 |
STAFF - PROVIDER |
Listens to you |
84 |
16 |
0 |
0 |
0 |
0 |
Takes enough time with you |
80 |
20 |
0 |
0 |
0 |
0 |
Explains what you want to know |
76 |
24 |
0 |
0 |
0 |
0 |
Gives you good advice and treatment |
80 |
20 |
0 |
0 |
0 |
0 |
STAFF - NURSES AND MEDICAL ASSISTANTS |
Friendly and helpful to you |
84 |
16 |
0 |
0 |
0 |
0 |
Answers your questions |
84 |
16 |
0 |
0 |
0 |
0 |
STAFF - ALL OTHERS |
Friendly and helpful to you |
72 |
28 |
0 |
0 |
0 |
0 |
Answers your questions |
72 |
28 |
0 |
0 |
0 |
0 |
PAYMENT |
What you pay is reasonable |
48 |
44 |
8 |
0 |
0 |
0 |
Explanation of charges |
48 |
44 |
8 |
0 |
0 |
0 |
Collection of payment / money |
48 |
44 |
4 |
0 |
0 |
4 |
|
FACILITY |
Neat and clean building |
64 |
28 |
4 |
0 |
4 |
0 |
Ease of finding where to go |
72 |
28 |
0 |
0 |
0 |
0 |
Comfort and safety while waiting |
72 |
28 |
0 |
0 |
0 |
0 |
Privacy |
60 |
36 |
0 |
0 |
0 |
4 |
CONFIDENTIALITY |
Keeping my personal information private |
72 |
28 |
0 |
0 |
0 |
0 |
The likelihood of referring your friends and relatives to us . |
72 |
20 |
0 |
0 |
0 |
8 |
Do you consider this center your regular source of care? |
Yes - 91 |
No - 2 |
No Response - 7 |
Divide the number in each cell in the spreadsheet by the total number of patients doing the survey. In the example above, the sample size was 100 patients. Each number was divided by 100 to get the percent (%) of patients in each category. See the Patient Satisfaction Survey Sample Report, to assist you in developing your final report.
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