East Liberty Family Health Care Center Patient ... · Appointment Type Patient Responses to ^Type...

East Liberty Family Health Care Center Patient Satisfaction Survey Report 2017

East Liberty Family Health Care Center Patient Satisfaction Survey 2017 Summary

Results and Identified Opportunities

1

Contents Methods ........................................................................................................................................................ 2

Location ......................................................................................................................................................... 2

Demographics ............................................................................................................................................... 3

General Information ..................................................................................................................................... 4

Satisfaction Questions .................................................................................................................................. 7

Word Cloud Analysis of Open Ended Questions ......................................................................................... 10

Score Comparison by Site ........................................................................................................................... 12

Discussion.................................................................................................................................................... 12

Opportunities for Improvement ................................................................................................................. 13



2

Methods:

In September and October of 2017, a convenience survey of 909 patients at three locations was

taken at the East Liberty Family Health Care Center. Surveys were handed to patients by front desk

staff as they signed in and were collected by front desk staff when they left.

Survey questions were for the most part identical to questions asked in the prior year to facilitate

year to year comparison. Satisfaction questions were rated on a scale from 1-5 where 5= Excellent

and 1 = Poor. Satisfaction categories were related to:

Ease of getting care

Waiting

Staff responsiveness

Facilities

Payment

Year over Year Survey Response Comparison (2016 vs. 2017):

In 2017 the number of responses increased

71% (378 responses) over the 2016 survey.

Location:

A total of 909 surveys were collected at the three locations. Of the 903 responding to the site

question patients chose East Liberty 60.58% (547), Lincoln Lemington 34.55% (312), and Hosanna

House 4.87% (44.)

Patient Responses by Location 2017:

53

1

90

9

2016 2017



3

Answered: 909 Skipped: 337

Count

Average

Age

% of

Responses

18 and Under 73 7.79 12.7%

19 to 64 429 42.59 74.9%

65 and Over 71 71.79 12.4%

Demographics:

Age Patient Responses to “What is you Age?” 2017:

Of the 573 responding to the question of age, 73

or 12.7% were in the 0-18 group, 429 or 74.9%

were in the 19-64 group and 71 or 12.4% were in

the 65 and over group. The average age of

respondents was 41.78 years. The average age of

those 18 and under is 7.79. The average age of

those 19-64 is 42.59. The average age of those

over 65 is71.79.

Gender Patient Responses to “What is you Sex?” 2017:

Of 871 respondents, 64.52% identified as female

and 35.02% as male with 0.46% preferring not to

answer.

Race Patient Responses to “Your Race / Ethnicity?” 2017:

Of 841 respondents 62.78% identified as

Black/African American, 25.80% identified as

White/Non-Hispanic and 4.28% Hispanic/ Latino.



4

General Information:

Appointment Type Patient Responses to “Type of Appointment?” 2017:

The most frequent reason for a visit was a

scheduled follow-up and the second most

frequent reason was an annual check-up. These

two categories totaled 64.78% of respondents, in

contrast to 8.01% of patients surveyed reporting

an urgent problem.

Doctor Seen on Day of Visit

The majority of patients responding were seen by Dr’s Anderson, Diggs, Hall, Joe Weaver, Tran, or Sima

Weaver. Combined they saw 56.22% of the 546 respondents ranging from 11.72% by Dr. Anderson to

8.24% by Dr. Sima Weaver.

Responses to “Who is your provider today?” 2017:



5

Main Provider

Of the 788 respondents selecting a “main provider” 15.36% choose Dr. Hall, 14.47% Dr. Anderson,

12.18% Dr. Cook, 9.77% Dr. Diggs and 9.01% Joe Weaver, totaling 60.79%

Responses to “Who do you consider your main provider?” 2017:

1 2 3 4 8

11 12 14

28 29 30 32 34 35 40

45 48 48 49

53

64

0

10

20

30

40

50

60

70

1 5 5 5 6 7 13

20 28 30 33 37

49 54

60 62 71

77

96

114 121

0

20

40

60

80

100

120

140



6

Why East Liberty Family Health Center? Responses to “Reasons you choose our health center?” 2017:

Quality of care was the most frequent

choice of the 577 respondents to

“reason you choose our Health Center”

with 59.79%. This was followed by

Location 41.25 %, Prayer 39.51%, Whole

Person Care 33.45% and No Insurance,

the least chosen, at 10.75%.

Transportation Responses to “Transportation Today?” 2017:

The most frequent form of

transportation to the Center by the 618

respondents was Car at 72.01%. This

was followed by Bus at 17.31%, Walk at

10.36%, and Access at 1.94%.

Services Provided at Time of Visit

Responses to “Services used today?”

2017:



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The majority of 641 respondents, 80.97%, were there for Medical Services. This was followed by Dental

services at 15.76%, Counselling Services at 2.50 %, and insurance enrollment 1.72%.

Office Preference Responses to “Services used today?” 2017:

The majority, 53.92% of the 651

respondents, preferred the East Liberty

Office. 40.55% preferred the Lincoln

Lemington Office and 5.53% preferred

Hosanna House.

Satisfaction Questions:

There are thirty-two questions asking patients to rate their service on a scale of 1-5 with 1

representing Poor and 5 representing excellent. Ratings ranged from a high of 4.81 for “Staff-Nurses,

Medical Assistants, and Dental Assistants-Friendly and helpful” and “Staff all other-Friendly and

helpful” to a low of 4.01 for “Waiting time in the Waiting room.” The average score overall was 4.59.

There were no scores below 4, which was a goal from the previous year.



8

When comparing scores from 2016 to 2017 the change ranged from a positive 0.28 to a negative

0.12. An average positive change of .08 was achieved overall based on all satisfaction scores

combined. Of the scores only three changed in a negative manner. Ease of getting to be seen -0.12,

likelihood of referring your friends and relatives -0.01, and Facility privacy -0.01. The scores for all

three of these, though decreased from last year, all remain in a relatively positive range, “Ability to

be seen” 4.46, “Privacy” 4.65, “Likelihood of referring friends” 4.73.

One score, “Overall I felt my visit today was,” remained the same.

The remainder of the scores changed in a positive direction from a positive 0.28 for “Waiting in

exam room” to a positive 0.02 “I know how to get care on evenings and weekends.”

Charts depicting the overall score and the change in score year over year can be found on the

following two pages.

2017 Patient Satisfaction Survey Results by Question:



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2017 Patient Satisfaction Survey Results Compared to 2016:

(Positive results show year over year improvement)

4.01

4.22

4.24

4.25

4.34

4.35

4.36

4.42

4.46

4.46

4.59

4.59

4.61

4.62

4.62

4.62

4.65

4.66

4.66

4.68

4.69

4.71

4.73

4.73

4.75

4.76

4.76

4.77

4.80

4.80

4.80

4.80

4.81

4.81

3.60 3.80 4.00 4.20 4.40 4.60 4.80 5.00

Waiting: Time in waiting room

Waiting: Average

Waiting: Time in exam room

Ease of getting care: If I am sick same day appt

Waiting: Waiting for test results

Waiting: Waiting for tests to be performed

Ease of getting care: Prompt return on calls

Staff: Nurses & Assistants - If I leave a message during…

Rest of questions: I know how to get care during…

Ease of Getting Care: Ability to get in to be seen

Ease of getting care: Reminds me of followup appt and…

Average

Ease of getting care: Hours Center is open

Payment: Explanation of charges

Ease of getting care: Convenience of Centers location

Facility: Neat and clean building

Facility: Privacy

Payment: Collection of payment/ money

Staff: Nurses & Assistants - The practice helps me make…

Rest of questions: I understand how to monitor my…

Facility: Comfort and Safety while waiting

Rest of questions: Overall, I felt my visit today was

Rest of questions: The likelihood of referring your…

Staff: Nurses & Assistants - This practice informs me…

Staff: Providers - How well did provider explain changes…

Staff: Providers - I have a say in decisions about my care

Staff: Nurses & Assistants - Answers your questions…

Staff: Providers - How well did provider explain to you…

Staff: Providers - Takes enough time with you

Staff: All Others - Answers your questions

Staff: Providers - Questions answered in a way I…

Rest of questions: Keeping my personal information…

Staff: All Others - Friendly and helpful

Staff: Nurses & Assistants - Friendly and helpful



10

Word Cloud Analysis of Open Ended Questions:

Four open ended questions were analyzed via a word cloud.

(0.12)

(0.01)

(0.01)

(0.00)

0.00

0.02

0.02

0.03

0.04

0.04

0.05

0.05

0.05

0.07

0.08

0.08

0.09

0.09

0.09

0.09

0.12

0.12

0.13

0.13

0.13

0.14

0.15

0.15

0.17

0.20

0.21

0.23

0.28

(0.15) (0.10) (0.05) - 0.05 0.10 0.15 0.20 0.25 0.30

Ease of Getting Care: Ability to get in to be seen

Rest of questions: The likelihood of referring your…

Facility: Privacy

Ease of getting care: If I am sick same day appt

Rest of questions: Overall, I felt my visit today was

Rest of questions: I know how to get care during…

Staff: Nurses & Assistants - Friendly and helpful

Ease of getting care: Prompt return on calls

Facility: Comfort and Safety while waiting

Facility: Neat and clean building

Rest of questions: I understand how to monitor my…

Rest of questions: Keeping my personal information…

Staff: Nurses & Assistants - Answers your questions…

Staff: All Others - Friendly and helpful

Payment: Explanation of charges

Average

Ease of getting care: Reminds me of followup appt and…

Staff: All Others - Answers your questions

Payment: Collection of payment/ money

Ease of getting care: Convenience of Centers location

Ease of getting care: Hours Center is open

Staff: Providers - How well did provider explain to you…

Staff: Providers - How well did provider explain changes…

Staff: Providers - Takes enough time with you

Staff: Providers - Questions answered in a way I…

Staff: Nurses & Assistants - If I leave a message during…

Staff: Providers - I have a say in decisions about my care

Staff: Nurses & Assistants - The practice helps me make…

Waiting: Time in waiting room

Waiting: Waiting for test results

Staff: Nurses & Assistants - This practice informs me…

Waiting: Waiting for tests to be performed

Waiting: Time in exam room



11

1. Three hundred and sixty-eight patients answered the question regarding reasons you missed an

appointment. Transportation was the most frequently mentioned word in this section. Other issues

frequently mention included forgot, sick, ride, schedule and family emergency.

Analysis of “If you have had to cancel or miss an appointment in the past year, could you describe

the circumstances”

2. Three hundred and seventy-five patients answered the question ‘What do you like least about our

Center?”. The words most frequently used in their answers include Parking, Waiting, Doctors,

Phone, Staff and Appointments.

Analysis of “What do you like least about our Center?”

3. Two hundred and seventy-two patients made suggestions for improvement. Words most frequently

mentioned included Phone, Care, and Waiting.

Analysis of “Suggestions for improvement?”



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4. Four hundred and seventy-seven patients answered the question “What do you like best about our

Center?”. Prayer, Care, Staff, Friendly, Doctors, Kind, Service, Convenient, and Location were some

of the most frequent words used.

Analysis of “What do you like best about our Center?”

Score Comparison by Site:

Average satisfaction scores across the 3 sites were consistently in the positive range. The overall

average score at Hosanna House was the highest at 4.81 followed by East Liberty at 4.60 and Lincoln

Lemington at 4.56. The comparative details are displayed in the table below:

Category East Liberty Lincol Lemington Hosanna House No Response Grand Total

Number of Responses 547 311 44 7 909

Ease of getting care: Average 4.48 4.43 4.73 4.50 4.48

Waiting: Average 4.24 4.15 4.51 3.95 4.22

Staff: Providers - Average 4.79 4.73 4.91 4.68 4.77

Staff: Nurses & Assistants - Average 4.68 4.65 4.82 4.75 4.67

Staff: All Others - Average 4.80 4.77 4.98 5.00 4.80

Staff: All - Average 4.77 4.69 4.89 4.83 4.75

Payment: Average 4.73 4.67 4.87 4.85 4.72

Facility: Average 4.68 4.64 4.86 4.78 4.68

Rest of questions: Overall, I felt my visit today was 4.75 4.62 4.92 4.50 4.71

Rest of questions: Average 4.68 4.65 4.85 4.69 4.68

Average 4.60 4.56 4.81 4.64 4.59

Discussion:

Year over year the East Liberty Family Health Care Center Patient Satisfaction scores continue to be

relatively positive and continue to improve. The team has reached its goal of eliminating all scores

under 4 and has made headway in all categories including waiting, perception of staff friendliness,



13

and several categories in ease of getting care which have been a focus of improvements throughout

the year.

As can be seen in the table below and highlighted in yellow the only major sections with an average

overall score below 4.5 are “Waiting” and “Ease of getting care”. Observing that all major sections

are above 4 for their average weighted enhances these opportunities. Patients enjoy coming to the

center. Using this as a proxy for demand the idea that consumers need to wait for service and

cannot get access as easy as they wish is understandable. As wait times and ease of access continue

to improve these scores should go up and excess demand depicted in the scores should be seen in

increased visits and patients for the center.

Category East Liberty Lincol Lemington Hosanna House No Response Grand Total

Number of Responses 547 311 44 7 909

Ease of getting care: Average 4.48 4.43 4.73 4.50 4.48

Waiting: Average 4.24 4.15 4.51 3.95 4.22

Staff: Providers - Average 4.79 4.73 4.91 4.68 4.77

Staff: Nurses & Assistants - Average 4.68 4.65 4.82 4.75 4.67

Staff: All Others - Average 4.80 4.77 4.98 5.00 4.80

Staff: All - Average 4.77 4.69 4.89 4.83 4.75

Payment: Average 4.73 4.67 4.87 4.85 4.72

Facility: Average 4.68 4.64 4.86 4.78 4.68

Rest of questions: Overall, I felt my visit today was 4.75 4.62 4.92 4.50 4.71

Rest of questions: Average 4.68 4.65 4.85 4.69 4.68

Average 4.60 4.56 4.81 4.64 4.59

Opportunities for Improvement:

Five of the lowest six individual satisfaction scores are in the category “Waiting’ and remaining one

is in the category “Ease of getting care”. The score most changed in a negative direction is also in the

category “Ease of getting care”. A continued focus on these two categories and the particular

questions that yielded the largest negative change and the lowest scores are the most prominent

opportunities revealed by this survey for improvement. Also, the combined score of Staff for all

locations, 4.75, should not be overlooked. While improving this could be difficult due to the already

high score it can and should be promoted amongst staff as a source of pride and morale. Leveraging

this can help maintain positive momentum for staff to improve processes and alleviate patients’

negative experiences with waiting and access.

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