This telephone survey validated CS training
The following is a sampling of questions from a successful telephone survey conducted by Inova Fairfax Hospital in Falls Church, VA. (See "Customer service training program boosts survey ratings," p. 139.)
- How satisfied were you with your ED visit?
- Was your visit better or worse than you expected?
- How did it compare to visits to other institutions?
- If a family member needed emergency care, how likely would you be to use this ED again?
- How serious was your medical condition on arrival?
- How would you rate the ED staff's efforts to keep your family informed?
- How would you rate the cleanliness of the hospital?
- How would you rate the respect shown to you as a person?
- How would you rate the appearance of the hospital overall?
- How would you rate the quality of the medical care you received?
- How would you rate the responsiveness or sensitivity to the needs of children?
- How quickly were you seen by the nurse?
- How would you rate the explanations provided by the nurse?
- How would you rate the nurse's sensitivity to your pain?
- How did the nursing staff fail to meet your expectations?
- How would you rate the overall registration process?
- How would you rate the caring and courtesy of the registration staff?
- How would you rate the efficiency of the registration process?
- How would you rate the information about financial insurance matters?
- How would you rate the amount of paperwork involved?
- How satisfied were you with the wait in the lobby area?
- How satisfied were you with the wait in the treatment area?
- How would you rate the doctor's communication with you about condition, diagnosis, and treatment?
- How would you rate the skill of the ED doctor?
- How satisfied were you with the amount of time you waited to be seen by a doctor?
- How would you rate the staff's respect for your privacy?
- How would you rate the caring and courtesy of the ED physician?
- How would you rate the comfort of treatment areas?
- How would you rate the cleanliness of treatment areas?
- How satisfied were you with the amount of time you had to wait to have your X-ray performed?
- How satisfied were you with the timeliness of receiving X-ray results?
- How satisfied were you with the discharge instructions provided when leaving the hospital?
- How satisfied were you with the total amount of time spent in the ED?
- How would you rate the skill of the laboratory technician taking your lab sample?
- How would you rate the timeliness of receiving lab results?
- How would you rate the skill of the ED nurses?
- How would you rate the caring and courtesy of the ED nurses?
- How would you rate the nursing staff's ability to keep you informed?
- Were your medical needs met?
- How would you rate the rapidity of evaluation by the triage nurse?
- How would you rate the triage nurse's sensitivity to pain?
- How would you rate the overall respect shown to the patient?
- How would you rate the explanation by the triage nurse?
- How satisfied were you with the overall process?
- How would you rate the skill of the ED technicians?
- How would you rate the courtesy of the ED technicians?
- How did the ED physician fail to meet your expectations?
Scoring was based on a seven-point Likert Scale: 1 = low, 7 = high.
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