Patient Satisfaction Survey Results - Union Health Service, Inc.

PATIENT SATISFACTION SURVEY

A total of 10,000 survey invitations were distributed to members whose email addresses are on file with Union Health Service. Union Health Service received 128 responses for an 8% return rate.

This is considerably lower than the last survey of 32% in 2021.

The survey is divided into 5 areas of importance. These areas are called composite scores. These composite scores demonstrate a systematically evaluation of our quality and efficiency of care.

RESULTS

The Survey Results identified many areas of strengths

Ratings of personal doctor’s communication & respectfulness
Customer Service identified patients being treated with courtesy and respect from the health plan

The Survey Results identified many areas of lower ratings

Getting appointments in a timely fashion
The referral process and getting information back from the organization
Telephones are rated lower than last survey

Opportunities for Improvement

Increase survey participation
Improve call and appointment wait time for members
Engagement of patients for referral processing

Action Taken

Ask patients at time of visits for email addresses
Hire staff to Member Services to decrease average telephone response time to answer
Staff education and training