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Dr. Scott Moore, M.D. |
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Dr. Scott Moore, M.D. |
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Our second annual survey was conducted between June and August 2007. We mailed surveys along with SASEs to every 6th patient starting with the first patient 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 100 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. 98% Agree or Strongly Agree
B. I was able to get an appointment the same day. 87% Agree or Strongly Agree
C. I was seen within 10 minutes of my scheduled appointment time. 99% Agree or Strongly Agree
D. If my appointment was delayed, I was given an explanation for the delay. 90% Agree or Strongly Agree
E. The receptionist greeted me warmly. 100% Agree or Strongly Agree
F. The receptionist was polite to me. 100% Agree or Strongly Agree
G. The nurse treated my child respectfully 100% Agree or Strongly Agree
H. The time between seeing the nurse and the physician/nurse practitioner was reasonable. 100% Agree or Strongly Agree
I. The physician/nurse practitioner spent enough time with me. 100% Agree or Strongly Agree
J. The physician/nurse practitioner answered my questions to my satisfaction. 100% Agree or Strongly Agree
K. When I left I understood why particular care was recommended. 99% Agree or Strongly Agree
L. I would recommend this practice to others. 100% Agree or Strongly Agree
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:
"When you moved to Chelsea, I thought it was going to be too long of a drive, but the care you give my daughter and now my son, I would drive further."
"You listen before you diagnose. Thank you."
"Keep up the above and beyond customer service. We have seen all 3 providers and the care is consistent and wonderful with all of them."
"Thank you for your patience and support. You provide superior service, are very willing to spend the time it takes to make the parents and kids comfortable and are very aware of the latest medical news."
"Not only do we feel that Dr Moore, Dr Aronow, and Andy care about our kids health and general well being, but the entire office care...what a great feeling to have as a parent."
"I loved that our appointment didn't feel rushed!"
"You should be proud of the excellent staff you have put together- we as patients really appreciate all your caring attitudes."
"We are so glad we transistioned to your office! The transition was smooth and all of the staff members have been welcoming and helpful. My girls are very comfortable with the staff and the fun atmosphere. Thanks!!"
"Thank you for being such a warm, friendly practice. We alove your focus on suppporting and connecting with families through newsletters, classes, etc."
Among the suggestions we received was the following:
"One more thing, when pushing a stroller, your entryway (front door/step) is hard to cross over."
When you next visit the office, you will find a new door and an entryway that is smoother for strollers.
