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Dr. Scott Moore, M.D. |
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Dr. Scott Moore, M.D. |
Thank you to the parents who shared their thoughts with us. It is a privilege to care for your children, and we welcome your feedback even when we are not conducting a survey.
Our fourth annual survey was conducted between June and August 2009. We mailed surveys along with SASEs to every 6th patient with a different starting point each day. The surveys were anonymous. They contained 12 questions and had space for parents to provide feedback to the providers and to make suggestions for improvement. Once we received 115 surveys, we compiled the results which are printed below. The questions are designed to measure the quality of the experience your family has from the moment you call us on the phone to when you are seen by the physician or nurse practitioner.
Below are the 12 questions we asked in the survey and results.
A. I am able to get through to the office by phone.
B. I was able to get an appointment the same day.
C. I was seen within 10 minutes of my scheduled appointment time.
D. If my appointment was delayed, I was given an explanation for the delay.
E. The receptionist greeted me warmly.
F. The receptionist was polite to me.
G. The nurse treated my child respectfully
H. The time between seeing the nurse and the physician/nurse practitioner was reasonable.
I. The physician/nurse practitioner spent enough time with me.
J. The physician/nurse practitioner answered my questions to my satisfaction.
K. When I left I understood why particular care was recommended.
L. I would recommend this practice to others.
We all rushed to see the mail each day because it was so gratifying to hear your feedback. Here is a sample of some of the comments we received:
"Hometown care at its best ."
"Your support staff is wonderful. The nurses and receptionists make my son and I feel right at home."
"Keep up the the friendly 'small town' office. I love that my children are truly known by their doctor and that I feel I can have any question answered without being rushed out the door."
"My children have NEVER been scared to go to the Doctor- that's beacuse you guys make it a relaxing place to be."
"We feel that we have a doctor that works with us towards healthy solutions... A constant steady hand in healthcare is a rarity. We are very fortunate to have found someone we can trust."
"Thank you for including the parents in the health care of the child when decisions are made,etc. We feel like a "team" with all of you.!"
"We always feel very welcome and that no health concern is unimportant or trivial. We also appreciate the follow-up phone calls that we have frequently received."
"I have never been to a pediatrician who spent as much time with my children and took such an interest in them as people!"
"Thank you for being such a warm, friendly practice. We love your focus on suppporting and connecting with families through newsletters, classes, etc."
Among the suggestions we received were several requests to be able to leave a message when the phones are off at lunch and after hours.
We have made it possible to leave a non-urgent message that will be retreived when the phones are turned back on either in the afternoon or the next morning. You are still able to reach the triage nurse and on-call physician if your child needs immediate medical adivice.