Multiple studies have shown that surveys are critical to the economic health of medical practices. Experts say that using surveys to improve the patient experience can be a strategic differentiator for practices.
To read more about the increasing role of surveys in reimbursement, profitability, and quality care, check out this post from last month.
Once you’ve started sending out regular patient surveys and getting consistent responses, it’s time to take action. In order to get the most out of a survey, it is critical to analyze the responses and implement changes based on the results. Here are a few tips to get started.
Figure out how many survey responses are needed.
Any time a survey is sent, there must be enough responses received to have a “statistically significant” result. Obviously, if only one or two patients respond to a survey, those answers will not be a true picture of how patients view a practice. What is considered “statistically significant?” This will vary by practice size.
Start by finding out how many active patients visit your practice—for now, don’t count any inactive files. Of course, it would be amazing if every single patient responded to the survey, but that is pretty near impossible. Instead, each practice must decide what margin of error is acceptable to them personally. The greater margin of error found to be acceptable, the fewer responses needed to be statistically significant. For example, if a 10 percent margin of error is okay with you, only 100 out of 3,000 patients need to respond. If, however, a three percent margin of error makes you more comfortable, you would need 810 responses out of 3,000.
Use the following table as a basic rule of thumb when deciding how many responses are needed:
Leverage technology to calculate the hard numbers.
In order to easily understand survey results, responses need to be converted into percentages or averages (depending on question type) and formatted in a way that makes it easy to compare responses. For example, it doesn’t mean much that 281 respondents said that they had a poor experience. If, however, that number is converted into 40 percent that had a poor experience, it is much easier to recognize a problem. Survey answers should be imported into a system that analyzes the results and converts these into simple statistics. Fortunately, it is common for the platform used to originally send the survey to do this automatically. Many will also include trends over time, highlighting if problems are worse or better during certain times of the year. If the survey-sending platform does not include an analysis tool, there are a huge number of programs (including free tools) that can accomplish this task. Even programs like excel work perfectly fine for this.
Great—you’re starting to get a feel for what patients think. But now what? Far too many practices collect incredibly valuable information only to sit on their hands and ignore it. But for a practice to really thrive, it is crucial to set goals and objectives based on survey results. After all, patients are communicating what they want. It’s up to you to see how you can accommodate their needs.
My favorite goal creation method can be remembered by the word SMART.
- Specific– Select a specific goal, being as clear as possible.
- Measurable– Decide how you will measure the success or failure of your goal.
- Achievable – Do you have the time, money and resources to complete the goal?
- Relevant – Not every goal will improve your business. Pick one that will make a real difference.
- Timely – Set a realistic deadline for goal completion.
Let’s consider a real-life example. A common survey question for healthcare practices is, “How long did you wait to be seen?” If the score comes up as higher than ideal (typically more than 20 minutes), improvements are needed.
This is where SMART goal setting comes into play.
- Specific—Set a specific goal. For instance, “Our goal is to lower wait times to 15 minutes.”
- Measurable—Decide how to measure the result. Will you be timing the waits yourself? Will you send out a follow-up survey?
- Achievable—Set goals that can realistically be accomplished. If your average wait time is over an hour, for example, trying to adjust that to just 15 minutes is probably not currently achievable. Try to set smaller improvements and over time you can reach your ultimate goal.
- Relevant—Look at the goal you’ve created. Will lowering wait times improve your business? Don’t set goals that won’t really have an impact on your long-term success. In this case, reducing wait times will have a positive impact on your business so it is a relevant goal.
- Timely— Set a realistic time frame. It probably won’t happen in a week, but you may not want it to take a year. Three months may be the right timeframe to make improvements. Check back at that point to see if you achieved your goal.
As practices consistently strive to make changes based on survey results, the patient experience will improve dramatically. Because setting specific improvement goals is so important to practice success, over the next few months I’ll be addressing some of the most common patient frustrations uncovered on surveys. I will include SMART goals to improve these frustrations and boost patient satisfaction.
Solutionreach is a proud sponsor of Healthcare Scene. As the leading provider of patient relationship management solutions, Solutionreach is dedicated to helping practices improve the patient experience while saving time for providers and staff.