feedback. The survey at our facility is so easy that a parent can do it
while holding a toddler.
Simple, satisfying solutions
The benefits of drilling down on patient satisfaction speak for them-
selves, and it'll only become more important as health care hurtles
toward a value-based reimbursement model.
Satisfaction starts by asking patients a key question and then listen-
ing intently to their answers. It's about communicating in a way that
hits home and then seeking out feedback that can make us better.
When you break it down like that, it all sounds so simple, and in some
ways it is. If everyone can stay locked in on that one big question, the
rest tends to fall into place.
"What matters most today?"
OSM
Dr. Butz (sbutz@mcw.edu) is an associate professor of anesthesiology at the
Medical College of Wisconsin and medical director at the Children's Hospital of
Wisconsin Surgicenter in Milwaukee, Wis.
F E B R U A R Y 2 0 1 9 • O U T PA T I E N T S U R G E R Y. N E T • 2 1
These survey questions can help you understand if you're hitting
the mark:
• Did you know who to call if you needed help or information after
you left?
• How often did the staff do everything they could to help your
child with his/her pain?
• Did someone from the staff tell you accurately how your child
might feel after surgery?
• How would you rate this outpatient facility from 0 to 10?
• Would you recommend this outpatient surgical facility to your
friends and family? — Matthew Nojiri
SURVEY
5 Key Indicators of Patient Satisfaction
