PATIENT SURVEYS

2007

What is the Survey?

We asked every surgical patient who comes through the office to rate our services, tell us what we are doing right, and tell us what we could do better. We think it is very important for continuous quality improvement to continue to seek customer satisfaction in an anonymous and diligent fashion. It is how we can document the quality of our services for you and further to improve upon them. In 2008, we have also started to incorporate asking every non-surgical patient through a separate survey about their impressions as well. We will publish those results at the end of the calendar year. It is hard for patients to take the time to respond, but we appreciate everyone that has done so.

I would also like to thank Dianne, my nursing director, and Beth, my nursing liaison, who spent her time to compile all the results for this survey.

Survey Results

40 patients returned the survey to the facility:
88% were females, 12% were males.

How patients learned about our facility:
-35% were referred by a friend, relative, or previous patients
-48% learned about our facility through some form of media (TV, Internet, magazine ad, or newspaper ad)
-15% were MD referrals
-one person didn’t respond to the question

98% stated that they were able to schedule their procedure at a time that was convenient for them.
100% stated that their procedure started on time.

Patients were asked what they liked most about our surgery center and these are some of their responses:
-Dr. Lam and staff are friendly, caring, knowledgeable, professional, and courteous.
-Facility is beautiful and clean
-Range of options available for facial rejuvenation
-Relaxed, comfortable environment
-Ability to reach a staff member after hours on day of surgery
-Being called by Dr. Lam the night of the surgery!!
-Dr. Lam’s outstanding bedside manner
-A private waiting area is available for follow-up visits
-Convenient location

The patients were asked to rate several aspects of our center.
The percentages reflect a score of VERY GOOD (the highest ranking). The results are as follows:
1) Explanation of your treatment = 85%
2) Answers to your questions = 93%
3) Physician care = 98%
4) Nursing care = 98%
5) Business office support = 85%
6) Facility appearance = 95%
7) Adequate parking = 88%
8) Staff attitude = 95%
9) Explanation of fees/payment policies = 78%

We have since streamlined the business office support and explanation of your treatment by dedicating a separate day for preoperative evaluation and care and hired a new office staff whose only responsibility is to handle preoperative patient evaluation, instructions, and care. Also just for clarification, as far as parking, we have 155 parking spaces based on the requirements of a medical grade building, meaning we have more than adequate parking that never completely gets filled even with 100% occupancy of the building. The parking situation is much easier than at any hospital.

Three patients offered suggestions for improvement:
-It would be nice to have a locker in the dressing room to store belongings in during surgery.
(We have addressed this issue and installed lockers for patient use.)
-Would tell patients who have fat transfers that they will be very swollen for 2-7 days and that bruising might even last 9-10 days, just so they will be prepared.
-Should use “word of mouth”, not advertisement.
Office doesn’t need to be so fancy- looks too expensive.

Other positive comments that were written on surveys were:
-Have and will recommend you to others.
-You all are a credit to this industry and represent what it can be at its best. Integrity and ethics, world class skill and FINE people all around.
-Thank you Dr. Lam and all the nurses for being sincere and caring for my needs, especially about my phobia of the IV. I appreciate all the smiles and the friendliness of your staff. You are all wonderful people.
-Beth and Dianne- very professional, caring, helpful in answering all my questions.
-My nurse, Oscar, was very friendly and consoling.
-The oxygen infusion from Connie relieved much swelling pressure. Thank you. It was a delightful experience and helpful.
-Just a beautiful place that runs like a well oiled machine.
-I am so happy I chose Dr. Lam to do my rhinoplasty. It ended up being very difficult, but he took excellent care of me and I love my new nose! All of Dr. Lam’s staff were very kind as well.
-Hard to imagine a better surgical experience.
-A very positive experience- the staff is beyond polite and friendly. What do you guys take…a happy pill every morning?!