What is the Patient Satisfaction Survey?
The concept of a medical survey can be confusing, so let’s start by explaining what a patient satisfaction survey is. Why is it confusing? Because in hospitals or clinics, you often come across a medical interview. It is a questionnaire filled out by a doctor or nurse to gather basic information about patients’ health.
In contrast to a questionnaire, which is used by a doctor to conduct a medical interview, satisfaction questions are aimed at understanding patients’ experiences. This type of survey is gaining popularity with the development of private healthcare. Companies in the industry compete not only in terms of price and the specialists they employ but also in terms of service quality and their ability to meet their customers’ expectations.
An anonymous satisfaction survey directed at patients after receiving a service (doctor’s visit, diagnostic tests) or after contact with a facility representative (ease of booking or payment, etc.) is a quick and effective way to gather information.
What to ask in a Satisfaction Survey?
A medical survey consists of questions about the respondent’s health status. In a satisfaction survey, patients can express their opinions on the following topics:
- Respect for privacy
- Waiting time for appointments (tests, teleconsultations)
- Access to specific specialists
- Hospital admission process
- Evaluation of the facility’s stay (cleanliness, parking, food/diet)
- Staff behavior (politeness, empathy, respect for dignity)
When preparing a satisfaction survey for healthcare facilities, it is worth stating at the beginning what the purpose of collecting feedback is. In other words, what will the respondent gain from the time spent filling out the survey? The answer could be a higher quality of services provided, recognition of the best-rated doctor or nurse’s work, and optimization of the schedule of available specialists.
Patient Satisfaction Survey – Sample Questions
- How would you rate your stay in our hospital?
- Would you recommend our clinic to your family or friends? (Net Promoter Score – NPS)
- How would you rate today’s visit to the specialist?
- How long did it take you to register for the appointment?
- How would you rate the contact with the clinic representative on the helpline?
These are just sample questions. Other questions can be included in the questionnaire. Due to the nature of the facility, it is recommended to customize the survey template to meet your own needs and research goals.
Anonymous Patient Satisfaction Survey
When should patient satisfaction surveys be anonymous and why? Unless the respondent explicitly requests otherwise, survey anonymity should be ensured to allow for honest responses.
Remember that healthcare, whether private or public, is a sensitive area for most people. Patients may have reservations about openly criticizing their attending doctor, so they may not want to sign their name to a critical opinion about personal conduct, misdiagnosis, or specialist delays.
It is important to keep this in mind to ensure the respondent’s comfort.
Patient Satisfaction Survey – Template
Starting patient satisfaction research from scratch can seem complex and time-consuming. To assist all future researchers of patient satisfaction, we have prepared not only a ready-to-use questionnaire template but also a short guide on how to measure patient satisfaction using the Startquestion platform.
- Define the research objective.
- Prepare the survey template (use a ready-made solution or customize it to your needs).
- Choose the survey distribution method (email, SMS, QR code).
- Collect feedback, analyze the results, and draw conclusions.
- Take action when you notice something that requires improvement.
Don’t hesitate to ask (e.g., at the reception desk, in the patient panel) for opinions and to fill out a short questionnaire. Ensure a high response rate while maintaining personal etiquette. Phrases such as “we would like to hear your opinion,