Patient Survey Helps Us Meet Your Needs

Last updated: Nov 21, 2011, 06:00 AM


By Joy Pierce Mathews for Summit Medical Group


"Results of our October 2011 patient survey show that Summit Medical Group compares favorably against national averages in meeting many of its patients' needs," says Chief Medical Officer Robert W. Brenner, MD, MMM"We're pleased to know we're exceeding national averages in areas for which we have targeted our efforts!" adds Dr. Brenner.

In particular, the Group scored above national figures for specific criteria in 5 out of 7 categories, including:

  • Appointments and access to care
    • Ability to get an appointment in a reasonable amount of time
    • Efficiency of checkin
    • Wait times in reception
    • Wait times in examination rooms
  • Staff
    • Keeping patients informed about delayed appointments
  • Communication with patients
    • Promptly answering phone calls
    • Getting advice and help during office hours
    • Explaining procedures
    • Getting test results in a reasonable amount of time
    • Promptly returning calls
    • Ability to contact us after hours 
  • Facilities
    • Offering convenient hours of operation
    • Overall comfort
  • Provider visits
    • Willingness to listen carefully to patients
    • Taking time to answer patients' questions
    • Explaining things in an understandable way
    • Thoroughness of examination

"These data are important to us," says Medical Director of Quality Health Care Services Avrim Eden, MD, MBA. "As a patient-centered organization, we're devoted to continually improving the care we deliver to our patients. To achieve our goals," adds Dr. Eden, "we routinely conduct surveys that will help patients tell us what they want and need. We know it's as important to ask the right questions as it is to listen carefully and respond quickly to our patients' answers," he says. "For these reasons," Dr. Eden notes, "we tailor our surveys to ask questions that pertain specifically to the kinds of patients who visit us. Then we thoughtfully strategize about improvements and implement them as quickly as possible!" 

Summit Medical Group partners with SullivanLuallin, the nation's premier health care customer service consulting firm, in developing its patient surveys. SullivanLuallin is the preferred provider of patient satisfaction surveys for the Medical Group Management Association, California Association of Physician Groups, Association of Northern California Oncologists, and other industry associations.

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to Quality Health Care and Services.