This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
Stocks Under $10 with 50-100% upside potential - 14 days FREE!

Dr. Patti Flint Touts Importance Of Surveys To Improve Patient Experience

SCOTTSDALE, Ariz., Nov. 26, 2012 /PRNewswire/ -- Scottsdale plastic surgeon Dr. Patti Flint believes that the use of patient surveys have enhanced her practice and contributed to a high degree of patient satisfaction. Taking a proactive approach to patient relations could be a model for other physicians, she feels, as it improves the overall operation of her practice and contributes to an atmosphere of trust between doctor and patient.

"My patients' feedback about their experiences with me and my practice is very important to me. I want to understand how the experience felt from their viewpoint so my staff and I continue to improve on the process from start to finish," says Dr. Flint.

Dr. Flint's practice asks patients to fill out surveys at two different times: after the initial consultation visit and after the surgical procedure. The post-operative survey is sent three months after treatment so the patient can share information about all of the follow-up visits as well as the surgical result.

Because every interaction from the first phone call to the last follow-up appointment factors into a patient's overall satisfaction, each point of patient contact is scrutinized for ways to  improve the patient experience. Creating a positive atmosphere for her patients involves the entire staff at Patti Flint MD PC, and survey responses lead to constant innovation in practice procedures.

Two examples of changes in office protocol involve patient communications:

  • The development of a Patient Concierge. The surveys revealed that patients sometimes felt unsure about directing questions to various staff members, so this position was created so patients had just one contact who could respond to any concern related to their treatment.
  • A change in consultation approach. Dr. Flint modified the consultation process when the surveys revealed that patients felt uncomfortable interrupting her with questions, even when encouraged to do so. Comments also showed that patients sometimes forgot some of their questions before the end of the conference. She now structures the consultation to offer time for questions throughout the meeting.  

The sign-in process is also constantly revised based on ongoing patient feedback and is another way that  patients help the practice improve.

The surveys ask patients to respond to various statements about their experience with the practice, rating everything from the initial sign-in process to the final post-operative check-up. The surveys include the following statements:

  • The timeliness of your appointment
  • The way staff shared information with you
  • The overall care given to you by Dr. Flint
  • Staff listened and were responsive to me
  • Dr. Flint seemed to care about my feelings
  • Dr. Flint and staff worked well as a team
  • I felt comfortable asking questions
  • I know whom to call if I have questions
  • I was satisfied with the post-operative follow-up care received from Dr. Flint
  • I was satisfied with the way the staff prepared me for the experience of surgery and recovery.

In addition to asking patients to respond to a number of statements, the surveys also allow patients to offer additional comments to supplement their responses to the statements. This function also allows patients to express opinions on topics that are not expressly solicited in the survey.

1 of 2

Select the service that is right for you!

COMPARE ALL SERVICES
Action Alerts PLUS
Try it NOW

Jim Cramer and Stephanie Link actively manage a real portfolio and reveal their money management tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
  • Weekly roundups
TheStreet Quant Ratings
Try it NOW
Only $49.95/yr

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
  • Upgrade/downgrade alerts
Stocks Under $10
Try it NOW

David Peltier, uncovers low dollar stocks with extraordinary upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
  • Weekly roundups
Dividend Stock Advisor
Try it NOW

Jim Cramer's protege, David Peltier, identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Alerts when market news affect the portfolio
  • Bi-weekly updates with exact steps to take - BUY, HOLD, SELL
Real Money Pro
Try it NOW

All of Real Money, plus 15 more of Wall Street's sharpest minds delivering actionable trading ideas, a comprehensive look at the market, and fundamental and technical analysis.

Product Features:
  • Real Money + Doug Kass Plus 15 more Wall Street Pros
  • Intraday commentary & news
  • Ultra-actionable trading ideas
Options Profits
Try it NOW

Our options trading pros provide daily market commentary and over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • 100+ monthly options trading ideas
  • Actionable options commentary & news
  • Real-time trading community
  • Options TV
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!
DOW 17,086.63 -26.91 -0.16%
S&P 500 1,987.01 +3.48 0.18%
NASDAQ 4,473.6970 +17.6810 0.40%

Brokerage Partners

Rates from Bankrate.com

  • Mortgage
  • Credit Cards
  • Auto

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs