CEO Minute: What Do You Think About Our Patient Satisfaction Program?
July 5, 2012
CEO Column: What Do You Think About Our Patient Satisfaction Program?
Before we get to the promised survey regarding patient satisfaction, I would be remiss
not to comment on the U.S. Supreme Court’s landmark decision which validated nearly
all of the federal health law. Part of what they did not uphold is significant — that
the federal government cannot compel states to expand Medicaid. This one change creates
problems for the Obama administration's plan to extend insurance to 30 million more
Americans. I will have more to say on this as we go forward. Now, to the survey.
Last week, I promised a survey this week to determine what you think about Texas Tech
Physicians’ patient satisfaction program, specifically, how we handle complaints.
Rate each of these questions. If you have an interest, tally up the points and send
them to me, or post your results as a comment below. Use this rating system: always,
3 points; sometimes, 1 point; or never, 0 points.
Senior managers in our organization welcome complaints and see them as a positive
way to improve.
Always Sometimes Never
We make it easy for our customers to complain to us via whatever channel they choose. Always Sometimes Never
Our employees treat complaints seriously.
Always Sometimes Never
Employees are given adequate training in how to deal with complaints.
Always Sometimes Never
The process we use to deal with complaints is timely and effective.
Always Sometimes Never
Our employees record all the complaints they receive.
Always Sometimes Never
We thoroughly investigate complaints and provide a timely and fair response to customers.
Always Sometimes Never
The organization uses complaint data to drive improvements across the business.
Always Sometimes Never
Improvement action is taken as a result of complaints we have received.
Always Sometimes Never
My organization views complaint management as an investment in the future of the business
rather than a cost.
Always Sometimes Never
