Survey 

Patient satisfaction surveys are a valuable way of getting user feedback on your services. Follow these best practice guidelines to get the most out of yours.

1. Length

Most people will be happy to give feedback so long as the time commitment required is short and clearly defined.

Our advice: Set a maximum of ten questions.

2. Page layout

Surveys with all the questions on one page get higher response rates than surveys in which the user has to move from page to page with a Next button.

You will need multiple pages however, if you want to set conditional questions, of the kind "If patient replies A then go to question 2, if patient replies B, then go to question 3".

Our advice: Put all questions on one page whenever possible. Use multiple pages only for conditional questions.

3. Question types

a. Evaluation

Questions should be easy to understand and reply to.

Our advice: Focus on a specific aspect of your service and ask patients to choose from a range of possible responses.

Example Question
How easy is it to schedule urgent appointments with your doctor when you're ill?
Extremely easy
Very easy
Moderately easy
Slightly easy
Not at all easy

b. Would you recommend our services... ?

The question "Would you recommend our services... ?" is a highly revealing indicator of underlying satisfaction and a valuable metric to monitor.

Our advice: Include a "Would you recommend our services... ?" question in all surveys so you can monitor trends over time.

Example Question
How likely are you to recommend your doctor to family or friends?
Extremely likely
Very likely
Moderately likely
Slightly likely
Not at all likely

c. Open questions

Open questions help you discover issues that you may not have been aware of.

Our advice: As they require a heightened engagement from the patient, open questions are best placed at the end of your survey.

To encourage both positive and negative feedback, two open questions can be used.

Example question for positive feedback
What did you like best about your experience with our clinic?
Example question for improvement points
If you have any recommendations for performance improvement, please provide them below.

4. Distributing your survey

a. Inform your patients prior to sending

To ensure high response rates, inform your patients that you wish to send a satisfaction survey and ensure that you have their consent to do so.

Our advice: Always inform patients in advance by what medium they will receive the survey (phone, email, SMS) and when they can expect to receive it.

b. Send the survey soon after the appointment

Schedule your survey to be sent automatically within 24 hours of the appointment ending.

c. Motivate patients to reply

Introduce your survey with a concise message to reassure patients that participating in the survey will be quick, easy and worthwhile.

Example Text
Thanks for your visit today. Help us serve you better by answering our 7 question feedback survey. Go to: http:/// Thanks in advance.

d. Begin your survey with a confidentiality declaration

Your patients may be concerned about the confidentiality of their feedback. It is advisable to make your surveys anonymous and to reassure your patients of this with a confidentiality declaration.

Example Declaration
This survey is anonymous. The record kept of your survey responses does not contain any identifying information and cannot be personally linked to you.

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