Saturday, May 18, 2024

Patient Satisfaction Surveys

Schwelke, Eric

Hi all:

Our practice has its own PSS program with results tabulated and reported by an outside source that is integrated into our Patient Management System, OPIE. Our results consistently beat the national averages for our profession. We are very good at providing the surveys and alerting our patients to complete them. However, our response rate is very low (approx 6%) clouding our good looking statistics. Our service states that a 50% return rate is what we should be looking for. Aside from actually having the patient complete while standing there (we don’t actually do that), we have been unsuccessful in increasing our response rate and are trying different methods to increase those.

One idea is to offer a monthly or quarterly drawing from all responses for a gift card of a small amount ($10-$25); regarding this, how do you all feel about this? Is this ethical? If your practice has a PSS program, what methods have you tried to increase your response rates? At what point do you consider your response percentages statistically significant?




Eric Schwelke CPO LPO, Director
Kessler O & P Services
11 Microlab Road
Livingston, NJ 07039
Direct Tel: 917 337 7557
Office Tel: 973 863 4231
Direct Fax: 717 635 3920
“Success in Motion”

[] Top-ranked by U.S.News & World Report for the 23rd consecutive year, Kessler Institute is the only rehabilitation hospital in New Jersey to be named to the prestigious list of “America’s Best Hospitals” and is the leading center of its kind in the East.
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