Patient Satisfaction Exceeds Goals at Wheeler
Wheeler’s services are driven by core principles that promote excellence in health care, including:
- cutting-edge clinical innovation through evidence-based practices;
- world-class customer care;
- easy access to services;
- culturally, gender-, and age-responsive care;
- excellent outcomes; and
- high customer satisfaction.
During FY 2017, Wheeler staff administered a patient satisfaction survey to 648 patients. The survey is designed to measure patient satisfaction in eight domains:
- general satisfaction;
- access to services;
- communication;
- staff personality/demeanor;
- care/treatment;
- continuity of care;
- physical environment; and
- front desk staff.
Wheeler established a target satisfaction score of 85% for each of the performance indicators, and it exceeded that score in nearly every case and category.
GENERAL SATISFACTION: 92% Satisfaction
Q1: Overall, I am satisfied with the care I receive at Wheeler. 94%
Q2: My needs have been met. 91%
Q3: If I need help in the future, I will come back to Wheeler. 91%
Q4: I am likely to refer a friend to Wheeler. 91%
ACCESS TO SERVICES: 91% satisfaction
Q5: The location of services is convenient (e.g. parking, public transportation, distance). 92%
Q6: Services at Wheeler are available at days and times that are good for me. 92%
Q7: My service provider sees me on time. 94%
Q8: Staff returns my phone calls within one business day. 87%
COMMUNICATION: 95% Satisfaction
Q9: I have been informed about my rights & responsibilities. 95%
Q10: I have participated in planning my care with my service provider. 91%
Q11: I feel comfortable asking questions about the care I receive. 95%
Q12: My service provider is attentive. 96%
Q13: My service provider is responsive to my questions. 95%
Q14: My service provider explains things to me in a way I understand. 96%
STAFF PERSONALITY/DEMEANOR: 94% Satisfaction
Q15: My service provider is sensitive to and respects my gender. 95%
Q16: My service provider considers and respects my culture when providing services to me. 93%
CARE/TREATMENT: 91% Satisfaction
Q17: My service provider has explained to me the benefits and risks of participating in recommended treatment. 93%
Q18: My service provider is knowledgeable about my diagnosis and treatment. 94%
Q19: My service provider has explained to me the benefits and risks of the medications I take. 84%
Q20: Communicates well with me in my preferred language either directly or through an interpreter. 94%
CONTINUITY OF CARE: 92% Satisfaction
Q21: My service provider coordinates my care with my medical providers. 89%
Q22: My service provider refers me to other services in the community. 90%
PHYSICAL ENVIRONMENT: 94% Satisfaction
Q23: The building is clean and safe. 96%
Q24: The waiting room and treatment rooms are comfortable. 93%
FRONT DESK STAFF: 95% Satisfaction
Q25: The Front Desk staff treats me with respect. 96%
Q26: The Front Desk staff makes me feel welcome. 95%