The City of Lakes FHT has been conducting patient satisfaction surveys since 2011.
The purpose of these surveys is to gauge levels of patient satisfaction and acquire feedback on our services. This feedback is used by our team to make improvements to the clinic and enhance the patient experience.
The surveys are fairly comprehensive and cover such topics as: making an appointment; accessing the clinic; assessing the quality of our health services; and identifying patient health program needs.
Generally speaking the feedback from our patients has been very positive. Over 600 patients have participated thus far and our most recent survey provided positive results, as follows:
- 83% of patients were seen by their provider within 15 minutes after arriving at the clinic;
- 85% of patients rated their most recent encounter with one of our providers as excellent or very good;
- 95% of respondents feel that their health needs are being adequately addressed;
- For those patients that were with their current family physician prior to joining the family health team, 76% said that they have experienced an improvement in service;
- 95% agreed or strongly agreed that the reception area is comfortable, friendly and clean; and,
- 98% agreed or strongly agreed that the receptionist is courteous and helpful.
Many helpful ideas were also provided. Patients suggested that we better promote our after hour clinics, programs and website. They also asked for easier means of making an appointment such as online booking. We plan on conducting patient surveys annually at all three of our clinical sites in order to track our progress and invite patient feedback on a regular basis.