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%

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