1. Patient Satisfaction Surveys

2. Who Is El Centro de Corazón? A Federally Qualified Health Center comprised of three sites located in the East End of Houston. We provide adult and pediatric primary care, ob/gyn, dental and behavioral health services.

3. Why? Patient satisfaction surveys are conducted to improve our patients’ experiences by asking for their feedback and identifying our areas of improvement. In doing this we hope to improve the quality of care and inspire confidence in our patients that El Centro is their medical home.

4. Survey Vitals™ Currently, El Centro de Corazón utilizes the Survey Vitals™ website to process feedback across all three health centers. Surveys are handed out to patients at the end of their visit with an incentive to win a $25 gift card. One gift card per health center is raffled monthly. The surveys are specific to each health center. The front side has pictures of the staff members who provide services. The back side of the survey has16 short questions.

5. Care Team Brochure The care team brochures have allowed patients to become acquainted with El Centro’s staff. In addition to identifying areas of improvement, the surveys have also allowed El Centro to celebrate what we do well as an organization.

6. Method The survey questions evaluate patient satisfaction on a 1-5 rating scale for the following measures: wait times, staff, provider, reception, scheduling, facility and overall performance. The surveys are given to all patients and collected from each health center on a weekly basis. The information is then entered into Survey Vitals™ for data analysis. Monthly reports are generated and given to the clinical managers. Patient complaints are addressed and areas of improvement are identified with action plans. An average of 5 surveys/provider are obtained weekly; for an average of 20 surveys/provider a month.

7. Survey Vitals ™ allows us to compare the organization’s performance to other health centers nationwide. It also allows us to compare how one of our health center does relative to another.

8. Reports to CPIC, Clinical Managers and Board 8 Indicators tracked over time 8 Indicators are compared to national average

10. Issues with Patient Satisfaction Surveys Clinic flow and schedules change on a daily basis at each health center due to: no-show rates, walk-in appointments, etc. As such surveys can not always be distributed to each and every patient. The surveys truthfully measure a patient’s perceived wait time and not the actual waiting time, which can skew the data. All three health centers show high levels of patient satisfaction in all areas, the exception being wait times. Survey Vitals is seeking to be a CMS certified vendor. Therefore, beginning January, it will only offer automated services by telephone, email and/or text messaging.