PATIENT SATISFACTION STUDY REPORTPRIVATE for Professional Urologists Prepared by Martian Marketing Research Company December 2013 Objective The purpose of this patient satisfaction study is to provide Professional Urologists with description(s) of the quality of customer service Professional Urologists is delivering to its patients. To accomplish this goal, a quantitative study was undertaken to determine the level of customer service which Professional Urologists is providing. Study Steps The following steps were completed in the study: Instrument (questionnaire) construction Professional Urologists staff instruction Data Collection Tabulation and Analysis Methodology We developed a quantitative study employing a ten-point Likert scale and other objective questions, along with solicitation of other comments for data collection. The questionnaire is provided in the appendix. The survey was provided all patients seen during the six-week data collection. A questionnaire, cover letter, and self-addressed (to researchers)/stamped envelope (provided by Professional Urologists) was given to patients, along with brief instructions, by a designated Professional Urologists staff person. The patient was asked to complete the questionnaire at home and mail it within two days. Upon collection of the sample, questionnaires were tabulated and analyzed, and the results are presented in this report. Personnel Design, collection, tabulation, analysis, and presentation was be done by Martian Marketing Research Company. Professional Urologists was responsible for distributing the questionnaires according to the established procedure. A training session was included for the employee(s) designated by Professional Urologists. Analysis of Results For the first 10 questions the patients were asked to circle the number that best expressed their level of agreement or disagreement with the statement. 10 was Agree and 1 was Disagree. QUESTION 1 My office appointment was available within a reasonable amount of time for my symptoms. Valid Cumulative Value Frequency Percent Percent Percent 1 5 0.4% 0.4% 0.4% 2 5 0.4% 0.4% 0.8% 3 7 0.6% 0.6% 1.4% 4 8 0.6% 0.7% 2.0% 5 15 1.2% 1.2% 3.3% 6 15 1.2% 1.2% 4.5% 7 21 1.7% 1.7% 6.2% 8 84 6.6% 6.8% 13.0% 9 137 10.8% 11.2% 24.2% 10 931 73.4% 75.8% 100.0% Missing 40 3.2% 0.0% 0.0% Total 1268 100.0% 100.0% 100.0% Mean = 9.44 Standard Deviation = 1.35 QUESTION 2 My telephone call was handled in a helpful manner Valid Cumulative Value Frequency Percent Percent Percent 1 4 0.3% 0.3% 0.3% 2 2 0.2% 0.2% 0.5% 3 1 0.1% 0.1% 0.6% 4 9 0.7% 0.8% 1.4% 5 12 0.9% 1.0% 2.4% 6 11 0.9% 1.0% 3.4% 7 19 1.5% 1.7% 5.0% 8 67 5.3% 5.8% 10.9% 9 140 11.0% 12.2% 23.0% 10 886 69.9% 77.0% 100.0% Missing 117 9.2% 0.0% 0.0% Total 1268 100.0% 100.0% 100.0% Mean = 9.5239 Standard Deviation = 1.1866 QUESTION 3 The person at the check-in counter attended to me promptly. Valid Cumulative Valu.

1. PATIENT SATISFACTION STUDY REPORTPRIVATE
for
Professional Urologists
Prepared by
Martian Marketing Research Company
December 2013
Objective
The purpose of this patient satisfaction study is to provide
Professional Urologists with description(s) of the quality of
customer service Professional Urologists is delivering to its
patients. To accomplish this goal, a quantitative study was
undertaken to determine the level of customer service which
Professional Urologists is providing.
Study Steps
The following steps were completed in the study:
Instrument (questionnaire) construction
Professional Urologists staff instruction

2. Data Collection
Tabulation and Analysis
Methodology
We developed a quantitative study employing a ten-point Likert
scale and other objective questions, along with solicitation of
other comments for data collection. The questionnaire is
provided in the appendix. The survey was provided all patients
seen during the six-week data collection.
A questionnaire, cover letter, and self-addressed (to
researchers)/stamped envelope (provided by Professional
Urologists) was given to patients, along with brief instructions,
by a designated Professional Urologists staff person. The
patient was asked to complete the questionnaire at home and
mail it within two days. Upon collection of the sample,
questionnaires were tabulated and analyzed, and the results are
presented in this report.
Personnel
Design, collection, tabulation, analysis, and presentation was be
done by Martian Marketing Research Company. Professional
Urologists was responsible for distributing the questionnaires
according to the established procedure. A training session was
included for the employee(s) designated by Professional
Urologists.
Analysis of Results
For the first 10 questions the patients were asked to circle the

3. number that best expressed their level of agreement or
disagreement with the statement. 10 was Agree and 1 was
Disagree.
QUESTION 1 My office appointment was available within a
reasonable amount of time for my symptoms.
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1
5
0.4%
0.4%
0.4%
2
5
0.4%
0.4%
0.8%
3
7
0.6%
0.6%
1.4%
4
8
0.6%
0.7%

4. 2.0%
5
15
1.2%
1.2%
3.3%
6
15
1.2%
1.2%
4.5%
7
21
1.7%
1.7%
6.2%
8
84
6.6%
6.8%
13.0%
9
137
10.8%
11.2%
24.2%
10
931
73.4%
75.8%
100.0%
Missing
40
3.2%
0.0%
0.0%

5. Total
1268
100.0%
100.0%
100.0%
Mean = 9.44
Standard Deviation = 1.35
QUESTION 2 My telephone call was handled in a helpful
manner
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1
4
0.3%
0.3%
0.3%
2
2
0.2%
0.2%
0.5%
3

6. 1
0.1%
0.1%
0.6%
4
9
0.7%
0.8%
1.4%
5
12
0.9%
1.0%
2.4%
6
11
0.9%
1.0%
3.4%
7
19
1.5%
1.7%
5.0%
8
67
5.3%
5.8%
10.9%
9
140
11.0%
12.2%
23.0%
10
886

7. 69.9%
77.0%
100.0%
Missing
117
9.2%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
Mean = 9.5239
Standard Deviation = 1.1866
QUESTION 3 The person at the check-in counter attended to
me promptly.
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1
5
0.4%
0.4%

8. 0.4%
2
0
0.0%
0.0%
0.4%
3
4
0.3%
0.3%
0.7%
4
7
0.6%
0.6%
1.3%
5
13
1.0%
1.0%
2.3%
6
12
0.9%
1.0%
3.3%
7
18
1.4%
1.4%
4.7%
8
78
6.2%
6.2%
10.9%

9. 9
169
13.3%
13.4%
24.3%
10
953
75.2%
75.7%
100.0%
Missing
9
0.7%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
Mean = 10.2
Standard Deviation = 25.4
QUESTION 4 The person who greeted me was friendly and
courteous.
Valid
Cumulative
Value

10. Frequency
Percent
Percent
Percent
1
3
0.2%
0.2%
0.2%
2
3
0.2%
0.2%
0.5%
3
4
0.3%
0.3%
0.8%
4
9
0.7%
0.7%
1.5%
5
10
0.8%
0.8%
2.3%
6
12
0.9%
1.0%
3.3%
7
28

11. 2.2%
2.2%
5.5%
8
82
6.5%
6.5%
12.0%
9
148
11.7%
11.8%
23.7%
10
960
75.7%
76.3%
100.0%
Missing
9
0.7%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
Mean = 9.82
Standard Deviation = 11.3

12. QUESTION 5 The nurse who showed me to the exam room
was friendly and courteous.
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1
5
0.4%
0.4%
0.4%
2
3
0.2%
0.2%
0.6%
3
3
0.2%
0.2%
0.9%
4
2
0.2%
0.2%
1.0%
5
14
1.1%

13. 1.1%
2.1%
6
22
1.7%
1.7%
3.9%
7
28
2.2%
2.2%
6.1%
8
71
5.6%
5.6%
11.8%
9
173
13.6%
13.8%
25.5%
10
937
73.9%
74.5%
100.0%
Missing
10
0.8%
0.0%
0.0%

14. Total
1268
100.0%
100.0%
100.0%
Mean = 9.48
Standard Deviation = 1.22
QUESTION 6 The staff informed me about the details of my
surgery and recovery.
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1
4
0.3%
0.7%
0.7%
2
2
0.2%
0.4%
1.1%
3
1
0.1%
0.2%

15. 1.2%
4
3
0.2%
0.5%
1.8%
5
3
0.2%
0.5%
2.3%
6
8
0.6%
1.4%
3.7%
7
13
1.0%
2.3%
6.0%
8
51
4.0%
9.1%
15.1%
9
77
6.1%
13.7%
28.8%
10
400
31.5%
71.2%
100.0%

16. Missing
706
55.7%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
Mean = 9.39
Standard Deviation = 1.34
QUESTION 7 The person who handled my health insurance
was helpful.
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1
6
0.5%
0.5%
0.5%
2

17. 1
0.1%
0.1%
0.6%
3
1
0.1%
0.1%
0.7%
4
2
0.2%
0.2%
0.9%
5
13
1.0%
1.2%
2.1%
6
12
0.9%
1.1%
3.2%
7
25
2.0%
2.3%
5.5%
8
72
5.7%
6.6%
12.1%
9
152

18. 12.0%
13.9%
26.0%
10
809
63.8%
74.0%
100.0%
Missing
175
13.8%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
Mean = 9.482
Standard Deviation = 1.196
QUESTION 8 If I called Professional Urologists with
medical questions, the answer was provided.
Valid
Cumulative
Value

19. Frequency
Percent
Percent
Percent
1
5
0.4%
0.7%
0.7%
2
0
0.0%
0.0%
0.7%
3
1
0.1%
0.1%
0.8%
4
6
0.5%
0.8%
1.6%
5
5
0.4%
0.7%
2.3%
6
6
0.5%
0.8%
3.1%
7
14

20. 1.1%
1.9%
4.9%
8
50
3.9%
6.7%
11.6%
9
93
7.3%
12.4%
24.1%
10
568
44.8%
75.9%
100.0%
Missing
520
41.0%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
Mean = 9.5
Standard Deviation = 1.23

21. QUESTION 9 If my phone call needed to be returned by the
medical staff, it was done that same day.
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1
11
0.9%
1.7%
1.7%
2
2
0.2%
0.3%
2.0%
3
4
0.3%
0.6%
2.6%
4
4
0.3%
0.6%
3.2%
5
14

22. 1.1%
2.1%
5.3%
6
9
0.7%
1.4%
6.7%
7
10
0.8%
1.5%
8.2%
8
43
3.4%
6.5%
14.7%
9
86
6.8%
13.1%
27.8%
10
475
37.5%
72.2%
100.0%
Missing
610
48.1%
0.0%
0.0%

23. Total
1268
100.0%
100.0%
100.0%
Mean = 9.28
Standard Deviation = 1.68
QUESTION 10 Overall I was pleased with the service of
Professional Urologists.
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1
6
0.5%
0.5%
0.5%
2
2
0.2%
0.2%
0.6%
3
0
0.0%

24. 0.0%
0.6%
4
3
0.2%
0.2%
0.9%
5
8
0.6%
0.6%
1.5%
6
8
0.6%
0.6%
2.2%
7
19
1.5%
1.5%
3.7%
8
71
5.6%
5.7%
9.4%
9
157
12.4%
12.6%
21.9%
10
976
77.0%
78.1%

25. 100.0%
Missing
18
1.4%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
Mean = 9.59
Standard Deviation = 1.11
QUESTION 11 Would you like information on natural
supplements as part of your treatment plan?
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
Yes
569
44.9%
49.6%
49.6%

26. No
578
45.6%
50.4%
100.0%
Missing
121
9.5%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
Mean = 1.5
Standard Deviation = 0.5
QUESTION 12 Was your healthcare information handled in a
confidential manner by Professional Urologists?
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent

27. Yes
1193
94.1%
98.1%
98.1%
No
23
1.8%
1.9%
100.0%
Missing
52
4.1%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
Mean = 1.02
Standard Deviation = 0.14
QUESTION 13 What is the name of your health care
insurance carrier?
Valid

28. Cumulative
Insurance Carrier
Frequency
Percent
Percent
Percent
AARP
6
0.50%
0.50%
0.50%
AC Corporation
1
0.10%
0.10%
0.60%
Acordia
1
0.10%
0.10%
0.70%
AETNA
13
1.00%
1.10%
1.80%
AFICA
1
0.10%
0.10%
1.90%
America Republic
2
0.20%
0.20%
2.10%

29. APWU
1
0.10%
0.10%
2.20%
Assure Care
1
0.10%
0.10%
2.30%
BCBS
169
13.30%
14.80%
17.10%
Bennisight
1
0.10%
0.10%
17.10%
Blue Advantage
2
0.20%
0.20%
0.20%
C N A
1
0.10%
0.10%
0.10%
Cambridge
1
0.10%
0.10%
0.10%
Carilion

30. 1
0.10%
0.10%
0.10%
Central State
1
0.10%
0.10%
0.10%
CIGNA
30
2.40%
2.60%
2.60%
Conseco
1
0.10%
0.10%
0.10%
Continental Life
3
0.20%
0.30%
0.30%
First Health
7
0.60%
0.60%
0.60%
FONTIS
1
0.10%
0.10%
0.10%
GE
3

31. 0.20%
0.30%
0.30%
GEGA
1
0.10%
0.10%
0.10%
GEHA
1
0.10%
0.10%
0.10%
GHI
1
0.10%
0.10%
0.10%
Guardian
3
0.20%
0.30%
0.30%
HCS
4
0.30%
0.30%
0.30%
Health Care
2
0.20%
0.20%
0.20%
Health Care Plan
1
0.10%

32. 0.10%
0.10%
Health Care Saving
1
0.10%
0.10%
0.10%
Healthscope
5
0.40%
0.40%
0.40%
Humana
1
0.10%
0.10%
0.10%
J.F.Malloy & Ass.
1
0.10%
0.10%
0.10%
Lodmis Co.
1
0.10%
0.10%
0.10%
Mail Handlers
9
0.70%
0.80%
0.80%
Mamsi
3
0.20%
0.30%

33. 0.30%
MC Health System
1
0.10%
0.10%
0.10%
Med Cost
54
4.30%
4.70%
4.70%
Medicaid
1
0.10%
0.10%
0.10%
Medicare
479
37.80%
41.90%
41.90%
Mid West National
1
0.10%
0.10%
0.10%
Mutual
1
0.10%
0.10%
0.10%
Mutual of Omaha
1
0.10%
0.10%
0.10%

34. NALC
1
0.10%
0.10%
0.10%
New England
1
0.10%
0.10%
0.10%
Novatis
1
0.10%
0.10%
0.10%
Part Mgt. Care
1
0.10%
0.10%
0.10%
Partners
100
7.90%
8.70%
8.70%
Penn Western
8
0.60%
0.70%
0.70%
PHCS
1
0.10%
0.10%
0.10%
Physicians

35. 1
0.10%
0.10%
0.10%
Physicians Mutual
1
0.10%
0.10%
0.10%
Piedmont
1
0.10%
0.10%
0.10%
Pioneer Life
2
0.20%
0.20%
0.20%
Principal Life
2
0.20%
0.20%
0.20%
Self Pay
2
0.20%
0.20%
0.20%
Southern Electrical
1
0.10%
0.10%
0.10%
Standard Life
1

36. 0.10%
0.10%
0.10%
State Employees
7
0.60%
0.60%
0.60%
Teamsters
1
0.10%
0.10%
0.10%
Tri-Care
3
0.20%
0.30%
0.30%
Triqou
1
0.10%
0.10%
0.10%
UMWA
1
0.10%
0.10%
0.10%
United
180
14.20%
15.70%
15.70%
Wausau
4
0.30%

37. 0.30%
0.30%
Well Path
3
0.20%
0.30%
0.30%
Missing
125
9.90%
0.00%
0.00%
Total
1268
100.00%
100.00%
100.0%
QUESTION 14 Are you satisfied with your health care
insurance carrier?
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
Yes

38. 1088
85.8%
90.6%
90.6%
No
113
8.9%
9.4%
100.0%
Missing
67
5.3%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
QUESTION 15 If Professional Urologists provided urology
information on the Internet, would you be likely to use it?
Valid
Cumulative
Value
Frequency
Percent
Percent

39. Percent
Yes
469
37.0%
39.2%
39.2%
No
728
57.4%
60.8%
100.0%
Missing
71
5.6%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
QUESTION 16 Which of the following best expresses your
preference regarding telephone calls to Professional Urologists?
Valid
Cumulative
Value
Frequency

40. Percent
Percent
Percent
I prefer speaking to a person
1195
94.2%
96.4%
96.4%
I prefer using the automated phone system to direct my call
45
3.5%
3.6%
100.0%
Missing
28
2.2%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
QUESTION 17 My appointment today with Professional
Urologists was
Valid
Cumulative
Value

41. Frequency
Percent
Percent
Percent
my first appointment with Professional Urologists
95
7.5%
9.4%
9.4%
a referral from my family doctor
136
10.7%
13.4%
13.4%
a follow-up visit from a procedure or surgery performed by
Professional Urologists
784
61.8%
77.2%
77.2%
Missing
253
20.0%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
The following two questions were asked to determine the total

42. length of time each patient spend in the office:
QUESTION 18 What time was your appointment scheduled
for today?
QUESTION 19 What time did you leave the office today?
Valid
Cumulative
Minutes in office
Frequency
Percent
Percent
Percent
1
1
0.08%
0.09%
0.09%
5
1
0.08%
0.09%
0.18%
7
1
0.08%
0.09%
0.26%
10
5
0.39%
0.44%
0.70%

43. 15
43
3.39%
3.77%
4.47%
17
1
0.08%
0.09%
4.56%
20
43
3.39%
3.77%
8.33%
23
1
0.08%
0.09%
8.42%
25
41
3.23%
3.60%
12.02%
29
1
0.08%
0.09%
12.11%
30
212
16.71%
18.60%
30.70%
33

44. 1
0.08%
0.09%
30.79%
35
54
4.26%
4.74%
35.53%
40
40
3.15%
3.51%
39.04%
45
209
16.47%
18.33%
57.37%
49
1
0.08%
0.09%
57.46%
50
45
3.55%
3.95%
61.40%
53
1
0.08%
0.09%
61.49%
55
15

45. 1.18%
1.32%
62.81%
57
1
0.08%
0.09%
62.89%
58
1
0.08%
0.09%
62.98%
60
187
14.74%
16.40%
79.39%
64
1
0.08%
0.09%
79.47%
65
14
1.10%
1.23%
80.70%
70
15
1.18%
1.32%
82.02%
75
77
6.07%

46. 6.75%
88.77%
80
6
0.47%
0.53%
89.30%
85
2
0.16%
0.18%
89.47%
90
43
3.39%
3.77%
93.25%
95
4
0.32%
0.35%
93.60%
100
6
0.47%
0.53%
94.12%
101
1
0.08%
0.09%
94.21%
105
23
1.81%
2.02%

47. 96.23%
110
4
0.32%
0.35%
96.58%
120
15
1.18%
1.32%
97.89%
125
3
0.24%
0.26%
98.16%
128
1
0.08%
0.09%
98.25%
135
6
0.47%
0.53%
98.77%
140
1
0.08%
0.09%
98.86%
150
9
0.71%
0.79%
99.65%

48. 170
1
0.08%
0.09%
99.74%
180
2
0.16%
0.18%
99.91%
230
1
0.08%
0.09%
100.00%
Missing
129
10.17%
0.00%
100.00%
Total
1269
100%
100%
100%
Average time in office = 28.8 minutes
QUESTION 20 How long did it take for you to get an
appointment with Professional Urologists?

49. Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1 week or less
684
53.9%
61.3%
61.3%
2-3 weeks
371
29.3%
33.2%
33.2%
4-5 weeks
42
3.3%
3.8%
3.8%
6 weeks or more
19
1.5%
1.7%
1.7%
Missing
152
12.0%
0.0%
0.0%

50. Total
1268
100.0%
100.0%
100.0%
QUESTION 21 What is an acceptable length of time to wait
for an appointment?
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
1 week or less
661
52.1%
57.8%
57.8%
2-3 weeks
456
36.0%
39.9%
39.9%
4-5 weeks
17
1.3%
1.5%
1.5%

51. 6 weeks or more
9
0.7%
0.8%
0.8%
Missing
125
9.9%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
QUESTION 22 How long did it take to schedule your surgery?
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
I did not need surgery
646
50.9%
63.0%

52. 63.0%
1 week or less
207
16.3%
20.2%
20.2%
2-3 weeks
123
9.7%
12.0%
12.0%
4-5 weeks
30
2.4%
2.9%
2.9%
6 weeks or more
20
1.6%
1.9%
1.9%
Missing
242
19.1%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%

53. QUESTION 23 If you had to wait past your appointment time,
how long were you in a waiting area?
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
I did not have to wait past my appointment time
660
52.1%
55.3%
55.3%
less than 15 minutes
369
29.1%
30.9%
30.9%
15-30 minutes
140
11.0%
11.7%
11.7%
31-45 minutes
12
0.9%
1.0%
1.0%
46-60 minutes
4
0.3%

54. 0.3%
0.3%
more than 60 minutes
8
0.6%
0.7%
0.7%
Missing
75
5.9%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
QUESTION 24 What is an acceptable period to spend in a
waiting area?
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
I did not have to wait past my appointment time

55. 581
45.8%
47.0%
47.0%
less than 15 minutes
626
49.4%
50.7%
50.7%
15-30 minutes
28
2.2%
2.3%
2.3%
31-45 minutes
0
0.0%
0.0%
0.0%
46-60 minutes
0
0.0%
0.0%
0.0%
more than 60 minutes
0
0.0%
0.0%
0.0%
Missing
33
2.6%
0.0%
0.0%

56. Total
1268
100.0%
100.0%
100.0%
QUESTION 25 How long did you wait in the exam room for
the physician?
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
less than 10 minutes
744
58.7%
60.7%
60.7%
10-15 minutes
366
28.9%
29.9%
29.9%
16-20 minutes
66
5.2%
5.4%
5.4%

57. 21-30 minutes
30
2.4%
2.4%
2.4%
31-40 minutes
12
0.9%
1.0%
1.0%
more than 40 minutes
7
0.6%
0.6%
0.6%
Missing
43
3.4%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
QUESTION 26 What is an acceptable waiting time in the
exam room?

58. Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
less than 10 minutes
452
35.6%
36.7%
36.7%
10-15 minutes
679
53.5%
55.2%
55.2%
16-20 minutes
77
6.1%
6.3%
6.3%
21-30 minutes
23
1.8%
1.9%
1.9%
31-40 minutes
0
0.0%
0.0%
0.0%
more than 40 minutes
0
0.0%
0.0%

59. 0.0%
Missing
37
2.9%
0.0%
0.0%
Total
1268
100.0%
100.0%
100.0%
QUESTION 27 Circle the name of the doctor you saw today.
Valid
Cumulative
Doctor
Frequency
Percent
Percent
Percent
Doctor A
127
10.0%
10.1%
10.1%
Doctor B
64
5.0%
5.1%

60. 5.1%
Doctor C
171
13.5%
13.6%
13.6%
Doctor D
61
4.8%
4.9%
4.9%
Doctor E
59
4.7%
4.7%
4.7%
Doctor F
78
6.2%
6.2%
6.2%
Doctor G
114
9.0%
9.1%
9.1%
Doctor H
28
2.2%
2.2%
2.2%
Nurse
19
1.5%
1.5%
1.5%

61. Doctor I
110
8.7%
8.8%
8.8%
Doctor J
177
14.0%
14.1%
14.1%
Doctor K
64
5.0%
5.1%
5.1%
Doctor L
61
4.8%
4.9%
4.9%
Doctor M
122
9.6%
9.7%
9.7%
Missing
13
1.0%
0.0%
0.0%
Total

62. 1268
100.0%
100.0%
100.0%
QUESTION 23 Were you aware of the fact that the office you
visited is part of a 13-doctor, 5-office practice called
Professional Urologists?
Valid
Cumulative
Value
Frequency
Percent
Percent
Percent
Yes
627
49.4%
50.2%
50.2%
No
623
49.1%
49.8%
49.8%
Missing
18
1.4%
0.0%
0.0%

63. Total
1268
100.0%
100.0%
100.0%
Analysis by Physician
Selected cross tabulations of the results are presented by
physician to illustrate any differences among the physicians.
Question 1: My office appointment was available within a
reasonable amount of time for my symptoms
Physician
10
9
8
7
6
5
4
3
2
1

64. Row Total
Doctor A
19
5
3
2
29
65.52%
17.24%
10.34%
6.90%
100%
Doctor B
54
7
2

65. 63
85.71%
11.11%
3.17%
100%
Doctor C
115
26
15
3
1
1
1
1
1
164
70.12%
15.85%
9.15%
1.83%
0.61%
0.61%
0.61%
0.61%
0.61%

66. 100%
Doctor D
31
5
8
1
4
2
3
3
57
54.39%
8.77%
14.04%
1.75%
7.02%
3.51%
5.26%
5.26%
100%
Doctor E
39
8
7
2
1
1

67. 58
67.24%
13.79%
12.07%
3.45%
1.72%
0.00%
1.72%
100%
Doctor F
36
10
5
2
1
1
1
56
64.29%
17.86%
8.93%
3.57%
1.79%
1.79%
1.79%

68. 100%
Doctor G
87
12
4
1
2
1
1
2
110
79.09%
10.91%
3.64%
0.91%
1.82%
0.91%
0.91%
1.82%
100%
Doctor H
21
3
1
1
1

69. 27
77.78%
11.11%
3.70%
3.70%
3.70%
100%
Nurse
16
2
1
19
84.21%
10.53%
5.26%

70. 100%
Doctor I
82
12
8
2
1
105
78.10%
11.43%
7.62%
1.90%
0.95%
100%
Doctor J
132
20
12
5
3

71. 172
76.74%
11.63%
6.98%
2.91%
1.74%
100%
Doctor K
48
4
5
1
3
61
78.69%
6.56%
8.20%
1.64%
4.92%

72. 100%
Doctor L
40
2
5
1
3
3
1
1
1
57
70.18%
3.51%
8.77%
1.75%
5.26%
5.26%
1.75%
1.75%
1.75%
100%
Doctor M
99
9
6
4
1
1

73. 120
82.50%
7.50%
5.00%
3.33%
0.83%
0.83%
100%
QUESTION 2 My telephone call was handled in a helpful
manner
Physician
10
9
8
7
6
5
4

74. 3
2
1
Row Total
Doctor A
106
13
1
1
1
122
86.89%
10.66%
0.82%
0.82%
0.82%
100%
Doctor B
49
5
2
1
2

75. 59
83.05%
8.47%
3.39%
1.69%
3.39%
100%
Doctor C
104
31
9
3
1
3
1
152
68.42%
20.39%
5.92%
1.97%
0.66%
1.97%

76. 0.66%
100%
Doctor D
35
3
8
3
1
1
1
52
67.31%
5.77%
15.38%
5.77%
1.92%
1.92%
1.92%
100%
Doctor E
35
7
7
1
1
1

77. 52
67.31%
13.46%
13.46%
1.92%
1.92%
1.92%
100%
Doctor F
35
8
5
2
2
2
1
55
63.64%
14.55%
9.09%
3.64%
3.64%
3.64%

78. 1.82%
100%
Doctor G
84
11
6
1
1
1
104
80.77%
10.58%
5.77%
0.96%
0.96%
0.96%
100%
Doctor H
21
2
2

79. 25
84.00%
8.00%
8.00%
100%
Nurse
12
2
1
1
1
17
70.59%
11.76%
5.88%
5.88%
5.88%

80. 100%
Doctor I
75
20
6
1
102
73.53%
19.61%
5.88%
0.98%
100%
Doctor J
129
18
9
2
3
1

81. 162
79.63%
11.11%
5.56%
1.23%
1.85%
0.62%
100%
Doctor K
45
5
3
2
1
1
1
58
77.59%
8.62%
5.17%
3.45%
1.72%
1.72%
1.72%

82. 100%
Doctor L
40
5
1
2
2
1
1
1
2
55
72.73%
9.09%
1.82%
3.64%
3.64%
1.82%
1.82%
1.82%
3.64%
100%
Doctor M
93
10
5
2

83. 110
84.55%
9.09%
4.55%
1.82%
100%
QUESTION 3 The person at the check-in counter attended to
me promptly.
Physician
10
9
8
7

84. 6
5
4
3
2
1
Row Total
Doctor A
111
14
2
127
87.40%
11.02%
1.57%
100%
Doctor B
49
7
4
1

85. 1
1
1
64
76.56%
10.94%
6.25%
1.56%
1.56%
1.56%
1.56%
100%
Doctor C
104
31
9
3
1
3
1
152
68.42%
20.39%
5.92%
1.97%

86. 0.66%
1.97%
0.66%
100%
Doctor D
42
5
6
1
1
2
1
3
61
68.85%
8.20%
9.84%
1.64%
1.64%
3.28%
1.64%
4.92%
100%
Doctor E
41
10
5

87. 1
1
1
59
69.49%
16.95%
8.47%
0.00%
1.69%
1.69%
1.69%
100%
Doctor F
38
7
2
1
1
1
2
52
73.08%
13.46%
3.85%
1.92%

88. 1.92%
1.92%
3.85%
100%
Doctor G
86
13
6
3
2
1
1
112
76.79%
11.61%
5.36%
2.68%
1.79%
0.89%
0.89%
100%
Doctor H
23
3
2

89. 28
82.14%
10.71%
7.14%
100%
Nurse
14
3
1
1
19
73.68%
15.79%
5.26%

90. 5.26%
100%
Doctor I
82
18
8
2
110
74.55%
16.36%
7.27%
1.82%
100%
Doctor J
131
28
9
2

91. 1
2
1
174
75.29%
16.09%
5.17%
1.15%
0.57%
1.15%
0.57%
100%
Doctor K
45
7
7
1
2
2
64
70.31%
10.94%
10.94%
1.56%

92. 3.13%
3.13%
100%
Doctor L
44
7
4
1
1
1
1
1
60
73.33%
11.67%
6.67%
1.67%
1.67%
1.67%
1.67%
1.67%
100%
Doctor M
89
16
12
1

93. 1
1
120
74.17%
13.33%
10.00%
0.83%
0.83%
0.83%
100%
QUESTION 4 The person who greeted me was friendly and
courteous.
Physician
10

94. 9
8
7
6
5
4
3
2
1
Row Total
Doctor A
115
8
3
126
91.27%
6.35%
2.38%
100%
Doctor B
53

95. 6
2
3
64
82.81%
9.38%
3.13%
4.69%
100%
Doctor C
121
26
12
7
2
1
1
1
171
70.76%

96. 15.20%
7.02%
4.09%
1.17%
0.58%
0.58%
0.58%
100%
Doctor D
42
8
6
1
1
1
1
1
61
68.85%
13.11%
9.84%
1.64%
1.64%
1.64%
1.64%
1.64%
100%
Doctor E
42

97. 10
4
1
1
1
59
71.19%
16.95%
6.78%
1.69%
0.00%
1.69%
1.69%
100%
Doctor F
41
5
6
1
1
1
55
74.55%

98. 9.09%
10.91%
1.82%
1.82%
1.82%
100%
Doctor G
89
11
7
2
1
3
1
114
78.07%
9.65%
6.14%
1.75%
0.88%
2.63%
0.88%
100%
Doctor H
23

99. 3
2
28
82.14%
10.71%
7.14%
100%
Nurse
17
1
1
19
89.47%

100. 5.26%
5.26%
100%
Doctor I
80
20
4
3
2
1
110
72.73%
18.18%
3.64%
2.73%
1.82%
0.91%
100%
Doctor J
124

101. 24
15
2
4
1
1
1
1
173
71.68%
13.87%
8.67%
1.16%
2.31%
0.58%
0.58%
0.58%
0.58%
100%
Doctor K
49
5
6
1
1
1
1
64
76.56%

102. 7.81%
9.38%
1.56%
1.56%
1.56%
1.56%
100%
Doctor L
45
7
3
4
1
60
75.00%
11.67%
5.00%
6.67%
1.67%
100%
Doctor M
85

103. 15
12
3
2
2
1
120
70.83%
12.50%
10.00%
2.50%
1.67%
1.67%
0.83%
100%
QUESTION 5 The nurse who showed me to the exam room
was friendly and courteous.

104. Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Doctor A
95
15
11
2
3
1
127
74.80%
11.81%
8.66%
1.57%
2.36%
0.79%

105. 100%
Doctor B
52
9
1
1
1
64
81.25%
14.06%
1.56%
1.56%
1.56%
100%
Doctor C
110
31
12
8
5
2
1
1
1

106. 171
64.33%
18.13%
7.02%
4.68%
2.92%
1.17%
0.58%
0.58%
0.58%
100%
Doctor D
12
4
1
3
1
21
57.14%
19.05%
4.76%
14.29%
4.76%

107. 100%
Doctor E
42
13
3
58
72.41%
22.41%
5.17%
100%
Doctor F
41
4
2
1
1
1

108. 50
82.00%
8.00%
4.00%
2.00%
2.00%
2.00%
100%
Doctor G
100
6
4
2
1
1
114
87.72%
5.26%
3.51%
1.75%
0.88%
0.88%

109. 100%
Doctor H
26
1
1
28
92.86%
3.57%
3.57%
100%
Nurse
18
1

110. 19
94.74%
5.26%
100%
Doctor I
75
19
6
4
3
1
2
110
68.18%
17.27%
5.45%
3.64%
2.73%
0.91%
1.82%

111. 100%
Doctor J
117
29
13
3
6
3
1
1
1
174
67.24%
16.67%
7.47%
1.72%
3.45%
1.72%
0.57%
0.57%
0.57%
100%
Doctor K
51
9
2
1
1

112. 64
79.69%
14.06%
3.13%
1.56%
1.56%
100%
Doctor L
44
9
3
1
1
2
60
73.33%
15.00%
5.00%
1.67%
1.67%
3.33%

113. 100%
Doctor M
89
14
8
4
3
118
75.42%
11.86%
6.78%
3.39%
2.54%
100%
QUESTION 6 The staff informed me about the details of my
surgery and recovery.

114. Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Doctor A
42
9
5
1
57
73.68%
15.79%
8.77%
1.75%

115. 100%
Doctor B
21
4
1
26
80.77%
15.38%
3.85%
100%
Doctor C
47
13
7
2
2

116. 71
66.20%
18.31%
9.86%
2.82%
2.82%
100%
Doctor D
1
1
6
3
1
2
14
7.14%
7.14%
42.86%
21.43%
7.14%

117. 14.29%
100%
Doctor E
20
3
5
28
71.43%
10.71%
17.86%
100%
Doctor F
19
5
3

118. 1
28
67.86%
17.86%
10.71%
3.57%
100%
Doctor G
46
4
1
1
1
53
86.79%
7.55%
1.89%
1.89%
1.89%

119. 100%
Doctor H
9
2
4
15
60.00%
13.33%
26.67%
100%
Nurse
6

120. 6
100.00%
100%
Doctor I
26
11
4
1
1
43
60.47%
25.58%
9.30%
2.33%

121. 2.33%
100%
Doctor J
48
9
7
3
2
2
1
1
73
65.75%
12.33%
9.59%
4.11%
2.74%
2.74%
1.37%
1.37%
100%
Doctor K
20
2
2
1

122. 25
80.00%
8.00%
8.00%
4.00%
100%
Doctor L
20
3
3
1
1
1
1
30
66.67%
10.00%
10.00%
3.33%
3.33%
3.33%

123. 3.33%
100%
Doctor M
41
9
3
1
2
56
73.21%
16.07%
5.36%
1.79%
3.57%
100%
QUESTION 7 The person who handled my health insurance
was helpful.

124. Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Doctor A
106
9
4
1
1
121
87.60%
7.44%
3.31%
0.83%

125. 0.83%
100%
Doctor B
44
7
2
1
54
81.48%
12.96%
3.70%
1.85%
100%
Doctor C
95
32
11
4

126. 2
1
1
146
65.07%
21.92%
7.53%
2.74%
1.37%
0.68%
0.68%
100%
Doctor D
36
8
5
2
1
1
1
1
55
65.45%
14.55%
9.09%
3.64%

127. 1.82%
1.82%
1.82%
1.82%
100%
Doctor E
32
9
6
1
1
1
1
51
62.75%
17.65%
11.76%
1.96%
1.96%
1.96%
1.96%
100%
Doctor F
32
9
3
1

128. 1
46
69.57%
19.57%
6.52%
2.17%
2.17%
100%
Doctor G
81
12
5
1
1
2
102
79.41%
11.76%
4.90%
0.98%

129. 0.98%
1.96%
100%
Doctor H
18
5
2
25
72.00%
20.00%
8.00%
100%
Nurse
12
1

130. 13
92.31%
7.69%
100%
Doctor I
67
21
2
1
2
2
95
70.53%
22.11%
2.11%
1.05%

131. 2.11%
2.11%
100%
Doctor J
99
20
11
9
1
2
142
69.72%
14.08%
7.75%
6.34%
0.70%
1.41%
100%
Doctor K
42
4
8
2

132. 1
1
58
72.41%
6.90%
13.79%
3.45%
1.72%
1.72%
100%
Doctor L
38
4
6
1
3
3
1
56
67.86%
7.14%
10.71%
1.79%

133. 5.36%
5.36%
1.79%
100%
Doctor M
77
10
7
1
1
96
80.21%
10.42%
7.29%
1.04%
1.04%
100%
QUESTION 8 If I called Professional Urologists with
medical questions, the answer was provided.

134. Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Doctor A
85
9
3
2
99
85.86%

135. 9.09%
3.03%
2.02%
100%
Doctor B
31
3
1
1
1
37
83.78%
8.11%
2.70%
2.70%
2.70%
100%
Doctor C
63

136. 12
12
2
1
90
70.00%
13.33%
13.33%
2.22%
1.11%
100%
Doctor D
23
5
2
1
2
33
69.70%

137. 15.15%
6.06%
3.03%
6.06%
100%
Doctor E
21
3
4
1
29
72.41%
10.34%
13.79%
3.45%
100%
Doctor F
19

138. 6
1
1
1
1
29
65.52%
20.69%
3.45%
3.45%
3.45%
3.45%
100%
Doctor G
50
10
3
2
65
76.92%

139. 15.38%
4.62%
3.08%
100%
Doctor H
15
2
3
20
75.00%
10.00%
15.00%
100%
Nurse
10

140. 1
2
13
76.92%
7.69%
15.38%
100%
Doctor I
49
11
4
1
1
66
74.24%

141. 16.67%
6.06%
1.52%
1.52%
100%
Doctor J
76
13
10
99
76.77%
13.13%
10.10%
100%
Doctor K
33

142. 5
2
2
42
78.57%
11.90%
4.76%
4.76%
100%
Doctor L
20
6
1
2
2
3
1
35
57.14%

143. 17.14%
2.86%
5.71%
5.71%
8.57%
2.86%
100%
Doctor M
58
8
3
1
1
1
72
80.56%
11.11%
4.17%
1.39%
1.39%
1.39%
100%
QUESTION 9 If my phone call needed to be returned by the

144. medical staff, it was done that same day.
Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Doctor A
74
6
4
1
1

145. 86
86.05%
6.98%
4.65%
1.16%
1.16%
100%
Doctor B
24
3
2
1
30
80.00%
10.00%
6.67%
3.33%

146. 100%
Doctor C
58
14
8
1
2
2
1
86
67.44%
16.28%
9.30%
1.16%
2.33%
2.33%
1.16%
100%
Doctor D
13
3
3
2
2
1
1
2

147. 27
48.15%
11.11%
11.11%
7.41%
7.41%
3.70%
3.70%
7.41%
100%
Doctor E
19
4
3
1
1
28
67.86%
14.29%
10.71%
3.57%
3.57%

148. 100%
Doctor F
15
3
2
1
1
22
68.18%
13.64%
9.09%
4.55%
4.55%
100%
Doctor G
43
8
3
1
1
1

149. 57
75.44%
14.04%
5.26%
1.75%
1.75%
1.75%
100%
Doctor H
13
6
1
20
65.00%
30.00%
5.00%

150. 100%
Nurse
9
1
1
1
2
14
64.29%
7.14%
7.14%
7.14%
14.29%
100%
Doctor I
40
13
2
1

151. 56
71.43%
23.21%
3.57%
1.79%
100%
Doctor J
62
9
5
4
1
1
1
83
74.70%
10.84%
6.02%
4.82%
1.20%
1.20%
1.20%

152. 100%
Doctor K
28
2
3
1
1
35
80.00%
5.71%
8.57%
2.86%
2.86%
100%
Doctor L
19
8
1
5
1
2
3

153. 39
48.72%
20.51%
2.56%
12.82%
2.56%
5.13%
7.69%
100%
Doctor M
48
5
4
1
3
1
62
77.42%
8.06%
6.45%
1.61%
4.84%
1.61%

154. 100%
QUESTION 10 Overall I was pleased with the service of
Professional Urologists.
Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Doctor A
112
10
2
2
1

155. 127
88.19%
7.87%
1.57%
1.57%
0.79%
100%
Doctor B
54
8
1
1
64
84.38%
12.50%
1.56%
1.56%

156. 100%
Doctor C
123
33
8
2
2
3
171
71.93%
19.30%
4.68%
1.17%
1.17%
1.75%
100%
Doctor D
39
6
12
1

157. 1
1
60
65.00%
10.00%
20.00%
1.67%
1.67%
1.67%
100%
Doctor E
38
11
7
1
1
58
65.52%
18.97%
12.07%
1.72%
1.72%

158. 100%
Doctor F
41
6
3
1
51
80.39%
11.76%
5.88%
1.96%
100%
Doctor G
94
14
2
2

159. 2
114
82.46%
12.28%
1.75%
1.75%
1.75%
100%
Doctor H
21
4
1
1
1
28
75.00%
14.29%
3.57%
3.57%
3.57%

160. 100%
Nurse
14
1
2
2
19
73.68%
5.26%
10.53%
10.53%
0.00%
100%
Doctor I
93
11
4
1

161. 1
110
84.55%
10.00%
3.64%
0.91%
0.91%
100%
Doctor J
124
28
12
3
1
1
1
170
72.94%
16.47%
7.06%
1.76%
0.59%
0.59%

162. 0.59%
100%
Doctor K
52
6
4
2
64
81.25%
9.38%
6.25%
3.13%
100%
Doctor L
38
6
6
2
1
1

163. 1
55
69.09%
10.91%
10.91%
3.64%
1.82%
1.82%
1.82%
100%
Doctor M
96
13
7
2
1
119
80.67%
10.92%
5.88%
1.68%
0.84%

164. 100%
QUESTION 10 Overall I was pleased with the service of
Professional Urologists.
Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Doctor A
112
10
2
2

165. 1
127
88.19%
7.87%
1.57%
1.57%
0.79%
100%
Doctor B
54
8
1
1
64
84.38%
12.50%
1.56%

166. 1.56%
100%
Doctor C
123
33
8
2
2
3
171
71.93%
19.30%
4.68%
1.17%
1.17%
1.75%
100%
Doctor D
39
6
12

167. 1
1
1
60
65.00%
10.00%
20.00%
1.67%
1.67%
1.67%
100%
Doctor E
38
11
7
1
1
58
65.52%
18.97%
12.07%

168. 1.72%
1.72%
100%
Doctor F
41
6
3
1
51
80.39%
11.76%
5.88%
1.96%
100%
Doctor G
94
14
2
2

169. 2
114
82.46%
12.28%
1.75%
1.75%
1.75%
100%
Doctor H
21
4
1
1
1
28
75.00%
14.29%
3.57%
3.57%

170. 3.57%
100%
Nurse
14
1
2
2
19
73.68%
5.26%
10.53%
10.53%
0.00%
100%
Doctor I
93
11
4
1

171. 1
110
84.55%
10.00%
3.64%
0.91%
0.91%
100%
Doctor J
124
28
12
3
1
1
1
170
72.94%
16.47%
7.06%
1.76%

172. 0.59%
0.59%
0.59%
100%
Doctor K
52
6
4
2
64
81.25%
9.38%
6.25%
3.13%
100%
Doctor L
38
6
6
2

173. 1
1
1
55
69.09%
10.91%
10.91%
3.64%
1.82%
1.82%
1.82%
100%
Doctor M
96
13
7
2
1
119
80.67%
10.92%
5.88%
1.68%

174. 0.84%
100%
QUESTION 11 Would you like information on natural
supplements as part of your treatment plan?
Physician
Yes
No
Row Total
Doctor A
59
11
70
84.29%
15.71%
100%
Doctor B
32
31
63
50.79%
49.21%
100%
Doctor C
76
79

175. 155
49.03%
50.97%
100%
Doctor D
31
27
58
53.45%
46.55%
100%
Doctor E
27
25
52
51.92%
48.08%
100%
Doctor F
34
39
73
46.58%
53.42%
100%
Doctor G
48
58
106
45.28%
54.72%

176. 100%
Doctor H
14
13
27
51.85%
48.15%
100%
Nurse
9
8
17
52.94%
47.06%
100%
Doctor I
40
58
98
40.82%
59.18%
100%
Doctor J
77
77
154
50.00%
50.00%
100%
Doctor K
31
25

177. 56
55.36%
44.64%
100%
Doctor L
30
26
56
53.57%
46.43%
100%
Doctor M
33
21
54
61.11%
38.89%
100%
QUESTION 12 Was your healthcare information handled in a
confidential manner by Professional Urologists?
Physician
Yes
No
Row Total
Doctor A
122
1
123

178. 99.19%
0.81%
100%
Doctor B
63
0
63
100.00%
0.00%
100%
Doctor C
158
3
161
98.14%
1.86%
100%
Doctor D
55
3
58
94.83%
5.17%
100%
Doctor E
58
1
59
98.31%
1.69%
100%
Doctor F

179. 71
1
72
98.61%
1.39%
100%
Doctor G
112
1
113
99.12%
0.88%
100%
Doctor H
25
1
26
96.15%
3.85%
100%
Nurse
18
1
19
94.74%
5.26%
100%
Doctor I
101
2
103

180. 98.06%
1.94%
100%
Doctor J
164
3
167
98.20%
1.80%
100%
Doctor K
60
1
61
98.36%
1.64%
100%
Doctor L
60
60
100.00%
100%
Doctor M
59
1
60
98.33%
1.67%
100%
QUESTION 14 Are you satisfied with your health care

181. insurance carrier?
Physician
Yes
No
Row Total
Doctor A
106
2
108
98.15%
1.85%
100%
Doctor B
55
4
59
93.22%
6.78%
100%
Doctor C
15
14
29
51.72%
48.28%
100%
Doctor D
51
7

182. 58
87.93%
12.07%
100%
Doctor E
49
8
57
85.96%
14.04%
100%
Doctor F
70
6
76
92.11%
7.89%
100%
Doctor G
105
5
110
95.45%
4.55%
100%
Doctor H
27
27
100.00%

183. 100%
Nurse
17
2
19
89.47%
10.53%
100%
Doctor I
98
8
106
92.45%
7.55%
100%
Doctor J
152
15
167
91.02%
8.98%
100%
Doctor K
54
9
63
85.71%
14.29%
100%
Doctor L
49
11

184. 60
81.67%
18.33%
100%
Doctor M
53
3
56
94.64%
5.36%
100%
QUESTION 15 If Professional Urologists provided urology
information on the Internet, would you be likely to use it?
Physician
Yes
No
Row Total
Doctor A
34
21
55
61.82%
38.18%
100%
Doctor B
29
32
61

185. 47.54%
52.46%
100%
Doctor C
59
105
164
35.98%
64.02%
100%
Doctor D
30
26
56
53.57%
46.43%
100%
Doctor E
34
22
56
60.71%
39.29%
100%
Doctor F
37
38
75
49.33%
50.67%
100%
Doctor G

186. 40
67
107
37.38%
62.62%
100%
Doctor H
9
18
27
33.33%
66.67%
100%
Nurse
8
10
18
44.44%
55.56%
100%
Doctor I
34
72
106
32.08%
67.92%
100%
Doctor J
65
103
168

187. 38.69%
61.31%
100%
Doctor K
23
38
61
37.70%
62.30%
100%
Doctor L
27
31
58
46.55%
53.45%
100%
Doctor M
23
36
59
38.98%
61.02%
100%
QUESTION 16 Which of the following best expresses your
preference regarding telephone calls to Professional Urologists?
Physician
I prefer speaking to a person
I prefer using the automated phone

188. system to direct my call
Row Total
Doctor A
122
0
122
100.00%
0.00%
100%
Doctor B
57
5
62
91.94%
8.06%
100%
Doctor C
164
5
169
97.04%
2.96%
100%
Doctor D
59
2
61
96.72%
3.28%
100%
Doctor E
56

189. 1
57
98.25%
1.75%
100%
Doctor F
72
5
77
93.51%
6.49%
100%
Doctor G
111
2
113
98.23%
1.77%
100%
Doctor H
28
28
100.00%
100%
Nurse
19
19
100.00%

190. 100%
Doctor I
103
5
108
95.37%
4.63%
100%
Doctor J
168
6
174
96.55%
3.45%
100%
Doctor K
61
1
62
98.39%
1.61%
100%
Doctor L
57
3
60
95.00%
5.00%
100%
Doctor M
58

191. 2
60
96.67%
3.33%
100%
QUESTION 17 My appointment today with Professional
Urologists was
Physician
my first appointment with Professional Urologists
a referral from my family doctor
a follow-up visit from a procedure or surgery performed by
Professional Urologists
Row Total
Doctor A
10
1
68
79
12.66%
1.27%
86.08%
100%
Doctor B
4
8
47
59
6.78%

192. 13.56%
79.66%
100%
Doctor C
10
23
111
144
6.94%
15.97%
77.08%
100%
Doctor D
11
3
32
46
23.91%
6.52%
69.57%
100%
Doctor E
4
7
33
44
9.09%
15.91%
75.00%
100%
Doctor F
9
9

193. 42
60
15.00%
15.00%
70.00%
100%
Doctor G
6
13
76
95
6.32%
13.68%
80.00%
100%
Doctor H
4
5
14
23
17.39%
21.74%
60.87%
100%
Nurse
0
1
15
16
0.00%
6.25%
93.75%

194. 100%
Doctor I
6
13
64
83
7.23%
15.66%
77.11%
100%
Doctor J
11
21
106
138
7.97%
15.22%
76.81%
100%
Doctor K
4
11
38
53
7.55%
20.75%
71.70%
100%
Doctor L
3
4
41
48

195. 6.25%
8.33%
85.42%
100%
Doctor M
8
5
37
50
16.00%
10.00%
74.00%
100%
Total time each patient spent in the office.
Physician
0-0:20
0:21-0:40
0:41-1:00
1:01-1:20
1:21-1:40
1:41-2:00
2:01-2:20

196. 2:21-2:40
2:41-3:00
3:00+
Row Total
Doctor A
3
27
62
10
10
6
118
2.54%
22.88%
52.54%
8.47%
8.47%
5.08%
100%
Doctor B
6
27
17
7
2

197. 1
60
10.00%
45.00%
28.33%
11.67%
3.33%
1.67%
100%
Doctor C
23
48
70
18
4
4
1
1
169
13.61%
28.40%
41.42%
10.65%
2.37%
2.37%
0.59%

198. 0.59%
100%
Doctor D
3
13
20
9
1
5
3
2
1
57
5.26%
22.81%
35.09%
15.79%
1.75%
8.77%
5.26%
3.51%
1.75%
100%
Doctor E
3
16
28
5
2

199. 54
5.56%
29.63%
51.85%
9.26%
3.70%
100%
Doctor F
1
28
25
7
5
3
2
1
72
1.39%
38.89%
34.72%
9.72%
6.94%
4.17%
2.78%

200. 1.39%
100%
Doctor G
94
38
44
5
4
6
191
49.21%
19.90%
23.04%
2.62%
2.09%
3.14%
100%
Doctor H
2
9
7
5
2

201. 25
8.00%
36.00%
28.00%
20.00%
8.00%
100%
Nurse
5
6
1
1
13
38.46%
46.15%
7.69%
7.69%

202. 100%
Doctor I
25
24
39
11
3
3
2
2
109
22.94%
22.02%
35.78%
10.09%
2.75%
2.75%
1.83%
1.83%
100%
Doctor J
3
56
65
13
7
8
2

203. 2
156
1.92%
35.90%
41.67%
8.33%
4.49%
5.13%
1.28%
1.28%
100%
Doctor K
10
30
18
1
59
16.95%
50.85%
30.51%
1.69%

204. 100%
Doctor L
5
13
23
9
3
3
1
57
8.77%
22.81%
40.35%
15.79%
5.26%
5.26%
1.75%
100%
Doctor M
11
12
42
10
8
3
1

205. 2
89
12.36%
13.48%
47.19%
11.24%
8.99%
3.37%
1.12%
2.25%
100%
QUESTION 20 How long did it take for you to get an
appointment with Professional Urologists?
Physician
1 week or less
2-3 weeks
4-5 weeks
6 weeks or more
Row Total
Doctor A
92
1
1
94

206. 97.87%
1.06%
1.06%
100%
Doctor B
39
18
3
60
65.00%
30.00%
5.00%
100%
Doctor C
76
59
7
3
145
52.41%
40.69%
4.83%
2.07%
100%
Doctor D
14
25
11
50

207. 28.00%
50.00%
22.00%
100%
Doctor E
28
27
2
57
49.12%
47.37%
3.51%
100%
Doctor F
40
26
1
67
59.70%
38.81%
1.49%
100%
Doctor G
58
33
3
2
96

208. 60.42%
34.38%
3.13%
2.08%
100%
Doctor H
17
8
2
27
62.96%
29.63%
7.41%
100%
Nurse
8
5
3
1
17
47.06%
29.41%
17.65%
5.88%
100%
Doctor I
65
29
1
95

209. 68.42%
30.53%
1.05%
100%
Doctor J
109
45
1
1
156
69.87%
28.85%
0.64%
0.64%
100%
Doctor K
37
22
2
61
60.66%
36.07%
3.28%
100%
Doctor L
20
24
5
5
54

210. 37.04%
44.44%
9.26%
9.26%
100%
Doctor M
43
15
58
74.14%
25.86%
100%
QUESTION 22 How long did it take to schedule your surgery?
Physician
I did not need surgery
1 week or less
2-3 weeks
4-5 weeks
6 weeks or more
Row Total
Doctor A
76
6

211. 5
1
88
86.36%
6.82%
5.68%
1.14%
100%
Doctor B
30
10
8
1
2
51
58.82%
19.61%
15.69%
1.96%
3.92%
100%
Doctor C
86
21
20
3
8
138
62.32%
15.22%
14.49%

212. 2.17%
5.80%
100%
Doctor D
23
13
8
3
47
48.94%
27.66%
17.02%
6.38%
100%
Doctor E
26
10
7
1
2
46
56.52%
21.74%
15.22%
2.17%
4.35%
100%
Doctor F
45
11
7
1

213. 2
66
68.18%
16.67%
10.61%
1.52%
3.03%
100%
Doctor G
61
19
5
3
88
69.32%
21.59%
5.68%
3.41%
100%
Doctor H
15
6
21
71.43%
28.57%

214. 100%
Nurse
11
1
2
1
1
16
68.75%
6.25%
12.50%
6.25%
6.25%
100%
Doctor I
57
20
8
2
3
90
63.33%
22.22%
8.89%
2.22%
3.33%
100%
Doctor J
92
24
18
6
1
141

215. 65.25%
17.02%
12.77%
4.26%
0.71%
100%
Doctor K
33
12
4
2
51
64.71%
23.53%
7.84%
3.92%
100%
Doctor L
26
13
12
3
54
48.15%
24.07%
22.22%
5.56%
100%
Doctor M

216. 32
10
8
1
51
62.75%
19.61%
15.69%
1.96%
100%
QUESTION 23 If you had to wait past your appointment time,
how long were you in a waiting area?
Physician
I did not have to wait
past my appointment time
less than 15 minutes
15-30 minutes
31-45 minutes
46-60 minutes
more than 60 minutes
Row Total
Doctor A
54
10
13
3
2
2
84
64.29%
11.90%
15.48%

217. 3.57%
2.38%
2.38%
100%
Doctor B
42
19
2
63
66.67%
30.16%
3.17%
100%
Doctor C
83
49
25
1
158
52.53%
31.01%
15.82%
0.63%
100%

218. Doctor D
25
20
13
1
1
60
41.67%
33.33%
21.67%
1.67%
1.67%
100%
Doctor E
39
14
4
57
68.42%
24.56%
7.02%
100%
Doctor F
48
17
8

219. 1
74
64.86%
22.97%
10.81%
1.35%
100%
Doctor G
69
26
8
1
104
66.35%
25.00%
7.69%
0.96%
100%
Doctor H
10
9
6
1
26

220. 38.46%
34.62%
23.08%
3.85%
100%
Nurse
6
10
1
17
35.29%
58.82%
5.88%
100%
Doctor I
53
39
13
105
50.48%
37.14%
12.38%

221. 100%
Doctor J
85
59
18
4
166
51.20%
35.54%
10.84%
2.41%
100%
Doctor K
49
8
3
60
81.67%
13.33%
5.00%
100%

222. Doctor L
26
17
11
3
3
60
43.33%
28.33%
18.33%
5.00%
5.00%
100%
Doctor M
34
17
7
58
58.62%
29.31%
12.07%
100%
QUESTION 25 How long did you wait in the exam room for
the physician?
Physician
less than 10 minutes

223. 10-15 minutes
16-20 minutes
21-30 minutes
31-40 minutes
more than 40 minutes
Row Total
Doctor A
67
12
7
2
1
89
75.28%
13.48%
7.87%
2.25%
1.12%
100%
Doctor B
50
13
63
79.37%
20.63%

224. 100%
Doctor C
92
49
13
10
2
166
55.42%
29.52%
7.83%
6.02%
1.20%
100%
Doctor D
30
17
7
2
2
58
51.72%
29.31%
12.07%
3.45%
3.45%
100%
Doctor E
38

225. 13
2
1
2
56
67.86%
23.21%
3.57%
1.79%
3.57%
100%
Doctor F
54
16
4
1
75
72.00%
21.33%
5.33%
1.33%
100%
Doctor G
74
32
4
1
1

226. 112
66.07%
28.57%
3.57%
0.89%
0.89%
100%
Doctor H
18
7
2
1
28
64.29%
25.00%
7.14%
3.57%
100%
Nurse
5
6
2
1
14
35.71%

227. 42.86%
14.29%
7.14%
100%
Doctor I
58
40
6
1
1
106
54.72%
37.74%
5.66%
0.94%
0.94%
100%
Doctor J
99
61
7
2
3
1
173
57.23%
35.26%
4.05%
1.16%
1.73%

228. 0.58%
100%
Doctor K
59
3
62
95.16%
4.84%
100%
Doctor L
25
19
7
9
1
61
40.98%
31.15%
11.48%
14.75%
1.64%
100%
Doctor M
37

229. 21
1
2
61
60.66%
34.43%
1.64%
3.28%
100%
QUESTION 23 Were you aware of the fact that the office you
visited is part of a 13-doctor, 5-office practice called
Professional Urologists?
Physician
Yes
No
Row Total
Doctor A
63
11
74
85.14%
14.86%
100%
Doctor B
33
31

230. 64
51.56%
48.44%
100%
Doctor C
75
96
171
43.86%
56.14%
100%
Doctor D
26
34
60
43.33%
56.67%
100%
Doctor E
27
31
58
46.55%
53.45%
100%
Doctor F
46
32
78
58.97%
41.03%

231. 100%
Doctor G
61
50
111
54.95%
45.05%
100%
Doctor H
5
23
28
17.86%
82.14%
100%
Nurse
11
8
19
57.89%
42.11%
100%
Doctor I
61
47
108
56.48%
43.52%
100%
Doctor J
83
94

232. 177
46.89%
53.11%
100%
Doctor K
45
19
64
70.31%
29.69%
100%
Doctor L
29
32
61
47.54%
52.46%
100%
Doctor M
32
29
61
52.46%
47.54%
100%
Analysis by Office
Selected cross tabulations of the results are presented by office
to illustrate any differences among the offices.
Office #1: Doctor L, Doctor D, Doctor E
Office #2: Doctor J, Doctor C, Doctor I, Doctor M
Office #3: Doctor H

233. Office #4: Doctor A
Office #5: Doctor G, Doctor F, Doctor B, Doctor K
Question 1: My office appointment was available within a
reasonable amount of time for my symptoms
Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Office 1
110
15
20
3
1
8
5

234. 5
4
1
172
63.95%
8.72%
11.63%
1.74%
0.58%
4.65%
2.91%
2.91%
2.33%
0.58%
100%
Office 2
428
67
41
12
7
2
1
1
1
1
561
76.29%
11.94%
7.31%
2.14%
1.25%
0.36%
0.18%

235. 0.18%
0.18%
0.18%
100%
Office 3
21
3
1
1
1
27
77.78%
11.11%
3.70%
3.70%
3.70%
100%
Office 4
19
5
3
2

236. 29
65.52%
17.24%
10.34%
6.90%
100%
Office 5
225
33
14
4
3
5
2
1
3
290
77.59%
11.38%
4.83%
1.38%
1.03%
1.72%
0.69%

237. 0.34%
1.03%
100%
QUESTION 2 My telephone call was handled in a helpful
manner
Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Office 1
110
15
16
6

238. 3
3
2
2
2
159
69.18%
9.43%
10.06%
3.77%
1.89%
1.89%
1.26%
1.26%
1.26%
100%
Office 2
401
79
29
6
2
4
4
1
526
76.24%
15.02%
5.51%
1.14%

239. 0.38%
0.76%
0.76%
0.19%
100%
Office 3
21
2
2
25
84.00%
8.00%
8.00%
100%
Office 4
106
13
1

240. 1
1
122
86.89%
10.66%
0.82%
0.82%
0.82%
100%
Office 5
213
29
16
6
5
4
1
2
276
77.17%
10.51%
5.80%
2.17%

241. 1.81%
1.45%
0.36%
0.72%
100%
QUESTION 3 The person at the check-in counter attended to
me promptly.
Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Office 1
127

242. 22
15
2
3
4
3
3
1
180
70.56%
12.22%
8.33%
1.11%
1.67%
2.22%
1.67%
1.67%
0.56%
100%
Office 2
406
93
38
8
2
4
3
1
1
556
73.02%

243. 16.73%
6.83%
1.44%
0.36%
0.72%
0.54%
0.18%
0.18%
100%
Office 3
23
3
2
28
82.14%
10.71%
7.14%
100%
Office 4
111

244. 14
2
127
87.40%
11.02%
1.57%
100%
Office 5
218
34
19
6
4
3
4
1
3
292
74.66%

245. 11.64%
6.51%
2.05%
1.37%
1.03%
1.37%
0.34%
1.03%
100%
QUESTION 4 The person who greeted me was friendly and
courteous.
Physician
10
9
8
7
6
5
4
3
2
1

246. Row Total
Office 1
129
25
13
6
2
2
1
2
180
71.67%
13.89%
7.22%
3.33%
1.11%
1.11%
0.56%
1.11%
100%
Office 2
410
85
43
15
8
4
4
3
1
1

247. 574
71.43%
14.81%
7.49%
2.61%
1.39%
0.70%
0.70%
0.52%
0.17%
0.17%
100%
Office 3
23
3
2
28
82.14%
10.71%
7.14%

248. 100%
Office 4
115
8
3
126
91.27%
6.35%
2.38%
100%
Office 5
232
27
21
6
3
4
2
2

249. 297
78.11%
9.09%
7.07%
2.02%
1.01%
1.35%
0.67%
0.67%
100%
QUESTION 5 The nurse who showed me to the exam room
was friendly and courteous.
Physician
10
9
8
7
6
5
4

250. 3
2
1
Row Total
Office 1
98
26
7
1
4
2
1
139
70.50%
18.71%
5.04%
0.72%
2.88%
1.44%
0.72%
100%
Office 2
391
93
39
19
17
5
2

251. 2
3
2
573
68.24%
16.23%
6.81%
3.32%
2.97%
0.87%
0.35%
0.35%
0.52%
0.35%
100%
Office 3
26
1
1
28
92.86%
3.57%
3.57%

252. 100%
Office 4
95
15
11
2
3
1
127
74.80%
11.81%
8.66%
1.57%
2.36%
0.79%
100%
Office 5
244
28
9
5
3
1

253. 1
1
292
83.56%
9.59%
3.08%
1.71%
1.03%
0.34%
0.34%
0.34%
100%
QUESTION 6 The staff informed me about the details of my
surgery and recovery.
Physician
10
9
8
7

254. 6
5
4
3
2
1
Row Total
Office 1
41
7
14
4
1
2
2
1
72
56.94%
9.72%
19.44%
5.56%
1.39%
2.78%
2.78%
1.39%
100%
Office 2
162
42
21
6

255. 7
2
1
2
243
66.67%
17.28%
8.64%
2.47%
2.88%
0.82%
0.41%
0.82%
100%
Office 3
9
2
4
15
60.00%
13.33%
26.67%

256. 100%
Office 4
42
9
5
1
57
73.68%
15.79%
8.77%
1.75%
100%
Office 5
106
15
7
1

257. 1
1
1
132
80.30%
11.36%
5.30%
0.76%
0.76%
0.76%
0.76%
100%
QUESTION 7 The person who handled my health insurance
was helpful.
Physician
10

258. 9
8
7
6
5
4
3
2
1
Row Total
Office 1
106
21
17
3
4
5
2
1
1
2
162
65.43%
12.96%
10.49%
1.85%
2.47%
3.09%
1.23%
0.62%
0.62%
1.23%
100%
Office 2
338

259. 83
31
15
6
5
1
479
70.56%
17.33%
6.47%
3.13%
1.25%
1.04%
0.21%
100%
Office 3
18
5
2
25
72.00%

260. 20.00%
8.00%
100%
Office 4
106
9
4
1
1
121
87.60%
7.44%
3.31%
0.83%
0.83%
100%
Office 5
199

261. 32
18
5
1
2
3
260
76.54%
12.31%
6.92%
1.92%
0.38%
0.77%
1.15%
100%
QUESTION 8 If I called Professional Urologists with
medical questions, the answer was provided.

262. Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Office 1
64
14
7
3
1
2
3
3
97
65.98%
14.43%
7.22%
3.09%
1.03%
2.06%
3.09%
3.09%

263. 100%
Office 2
246
44
29
3
3
1
1
327
75.23%
13.46%
8.87%
0.92%
0.92%
0.31%
0.31%
100%
Office 3
15
2
3

264. 20
75.00%
10.00%
15.00%
100%
Office 4
85
9
3
2
99
85.86%
9.09%
3.03%
2.02%

265. 100%
Office 5
133
24
7
4
1
2
1
1
173
76.88%
13.87%
4.05%
2.31%
0.58%
1.16%
0.58%
0.58%
100%
QUESTION 9 If my phone call needed to be returned by the
medical staff, it was done that same day.

266. Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Office 1
51
15
7
3
2
6
1
3
6
94
54.26%
15.96%
7.45%
3.19%
2.13%
6.38%
1.06%

267. 3.19%
6.38%
100%
Office 2
208
41
19
6
4
4
3
1
1
287
72.47%
14.29%
6.62%
2.09%
1.39%
1.39%
1.05%
0.35%
0.35%
100%
Office 3
13
6
1

268. 20
65.00%
30.00%
5.00%
100%
Office 4
74
6
4
1
1
86
86.05%
6.98%
4.65%
1.16%
1.16%

269. 100%
Office 5
110
16
10
3
2
3
144
76.39%
11.11%
6.94%
2.08%
1.39%
2.08%
100%
QUESTION 10 Overall I was pleased with the service of
Professional Urologists.

270. Physician
10
9
8
7
6
5
4
3
2
1
Row Total
Office 1
115
23
25
2
1
3
1
1
2
173
66.47%
13.29%
14.45%
1.16%

271. 0.58%
1.73%
0.58%
0.58%
1.16%
100%
Office 2
436
85
31
8
4
3
1
1
1
570
76.49%
14.91%
5.44%
1.40%
0.70%
0.53%
0.18%
0.18%
0.18%
100%
Office 3
21
4
1
1

272. 1
28
75.00%
14.29%
3.57%
3.57%
3.57%
100%
Office 4
112
10
2
2
1
127
88.19%
7.87%
1.57%

273. 98%
Office 5
241
34
9
3
1
2
1
2
293
82.25%
11.60%
3.07%
1.02%
0.34%
0.68%
0.34%
0.68%
100%
QUESTION 11 Would you like information on natural
supplements as part of your treatment plan?

274. Physician
Yes
No
Row Total
Office 1
59
11
70
84.29%
15.71%
100%
Office 2
32
31
63
50.79%
49.21%
100%
Office 3
76
79
155
49.03%
50.97%
100%
Office 4
31
27
58
53.45%
46.55%

275. 100%
Office 5
27
25
52
51.92%
48.08%
100%
QUESTION 12 Was your healthcare information handled in a
confidential manner by Professional Urologists?
Physician
Yes
No
Row Total
Office 1
173
4
177
97.74%
2.26%
100%
Office 2
482
9
491
98.17%
1.83%
100%
Office 3

276. 25
1
26
96.15%
3.85%
100%
Office 4
122
1
123
99.19%
0.81%
100%
Office 5
306
3
309
99.03%
0.97%
100%
QUESTION 14 Are you satisfied with your health care
insurance carrier?
Physician
Yes
No
Row Total
Office 1
149
26

277. 175
85.14%
14.86%
100%
Office 2
318
40
358
88.83%
11.17%
100%
Office 3
27
0
27
100.00%
0.00%
100%
Office 4
106
2
108
98.15%
1.85%
100%
Office 5
284
24
308
92.21%
7.79%

278. 100%
QUESTION 15 If Professional Urologists provided urology
information on the Internet, would you be likely to use it?
Physician
Yes
No
Row Total
Office 1
91
79
170
53.53%
46.47%
100%
Office 2
181
316
497
36.42%
63.58%
100%
Office 3
9
18
27
33.33%
66.67%
100%
Office 4

279. 34
21
55
61.82%
38.18%
100%
Office 5
129
175
304
42.43%
57.57%
100%
QUESTION 16 Which of the following best expresses your
preference regarding telephone calls to Professional Urologists?
Physician
I prefer speaking to a person
I prefer using the automated phone
system to direct my call
Row Total
Office 1
172
6
178
96.63%
3.37%
100%
Office 2
493

280. 18
511
96.48%
3.52%
100%
Office 3
28
0
28
100.00%
0.00%
100%
Office 4
122
0
122
100.00%
0.00%
100%
Office 5
301
13
314
95.86%
4.14%
100%
QUESTION 17 My appointment today with Professional
Urologists was

281. Physician
my first appointment with Professional Urologists
a referral from my family doctor
a follow-up visit from a procedure or surgery performed by
Professional Urologists
Row Total
Office 1
18
14
106
138
13.04%
10.14%
76.81%
100%
Office 2
35
62
318
415
8.43%
14.94%
76.63%
100%
Office 3
4
5
14
23
17.39%
21.74%
60.87%

282. 100%
Office 4
10
1
68
79
12.66%
1.27%
86.08%
100%
Office 5
23
41
203
267
8.61%
15.36%
76.03%
100%
Total time each patient spend in the office.
Physician
0-0:20

283. 0:21-0:40
0:41-1:00
1:01-1:20
1:21-1:40
1:41-2:00
2:01-2:20
2:21-2:40
2:41-3:00
3:00+
Row Total
Office 1
11
42
71
23
6
8
3
2
2
168
6.55%
25.00%
42.26%
13.69%
3.57%
4.76%
1.79%
1.19%
1.19%
100%
Office 2
62

284. 140
216
52
22
18
6
6
1
523
11.85%
26.77%
41.30%
9.94%
4.21%
3.44%
1.15%
1.15%
0.19%
100%
Office 3
2
9
7
5
0
2
25
8.00%

285. 36.00%
28.00%
20.00%
0.00%
8.00%
100%
Office 4
3
27
62
10
10
6
118
2.54%
22.88%
52.54%
8.47%
8.47%
5.08%
100%
Office 5
111

286. 123
104
20
11
9
2
1
1
382
29.06%
32.20%
27.23%
5.24%
2.88%
2.36%
0.52%
0.26%
0.26%
100%
QUESTION 20 How long did it take for you to get an
appointment with Professional Urologists?
Physician
1 week or less
2-3 weeks
4-5 weeks
6 weeks or more
Row Total

287. Office 1
48
65
32
16
161
29.81%
40.37%
19.88%
9.94%
100%
Office 2
293
148
8
5
454
64.54%
32.60%
1.76%
1.10%
100%
Office 3
17
8
2
27
62.96%
29.63%
7.41%
100%

288. Office 4
92
1
1
94
97.87%
1.06%
1.06%
100%
Office 5
174
99
9
2
284
61.27%
34.86%
3.17%
0.70%
100%
QUESTION 22 How long did it take to schedule your surgery?
Physician
I did not need surgery
1 week or less
2-3 weeks

289. 4-5 weeks
6 weeks or more
Row Total
Office 1
75
36
27
7
2
147
51.02%
24.49%
18.37%
4.76%
1.36%
100%
Office 2
267
75
54
12
12
420
63.57%
17.86%
12.86%
2.86%
2.86%
100%
Office 3
15
6

290. 21
71.43%
28.57%
100%
Office 4
76
6
5
1
88
86.36%
6.82%
5.68%
1.14%
100%
Office 5
169
52
24
7
4
256
66.02%
20.31%
9.38%
2.73%
1.56%

291. 100%
QUESTION 23 If you had to wait past your appointment time,
how long were you in a waiting area?
Physician
I did not have to wait
past my appointment time
less than 15 minutes
15-30 minutes
31-45 minutes
46-60 minutes
more than 60 minutes
Row Total
Office 1
90
51
28
3
1
4
177
50.85%
28.81%
15.82%
1.69%
0.56%
2.26%
100%

292. Office 2
255
164
63
4
1
487
52.36%
33.68%
12.94%
0.82%
0.21%
100%
Office 3
10
9
6
1
26
38.46%
34.62%
23.08%
3.85%
100%
Office 4
54
10
13

293. 3
2
2
84
64.29%
11.90%
15.48%
3.57%
2.38%
2.38%
100%
Office 5
208
70
21
1
1
301
69.10%
23.26%
6.98%
0.33%
0.33%
100%
QUESTION 25 How long did you wait in the exam room for
the physician?

294. Physician
less than 10 minutes
10-15 minutes
16-20 minutes
21-30 minutes
31-40 minutes
more than 40 minutes
Row Total
Office 1
93
49
16
10
4
3
175
53.14%
28.00%
9.14%
5.71%
2.29%
1.71%
100%
Office 2
286
171
27
13
7
2
506
56.52%

295. 33.79%
5.34%
2.57%
1.38%
0.40%
100%
Office 3
18
7
2
1
28
64.29%
25.00%
7.14%
3.57%
100%
Office 4
67
12
7
2
1
89
75.28%
13.48%
7.87%
2.25%

296. 1.12%
100%
Office 5
237
64
8
1
1
1
312
75.96%
20.51%
2.56%
0.32%
0.32%
0.32%
100%
QUESTION 23 Were you aware of the fact that the office you
visited is part of a 13-doctor, 5-office practice called
Professional Urologists?
Physician
Yes
No
Row Total
Office 1
82
97
179
45.81%
54.19%

297. 100%
Office 2
251
266
517
48.55%
51.45%
100%
Office 3
5
23
28
17.86%
82.14%
100%
Office 4
63
11
74
85.14%
14.86%
100%
Office 5
185
132
317
58.36%
41.64%
100%
PROFESSIONAL UROLOGISTSPRIVATE

298. Patient Satisfaction Survey
Conducted by Martian Marketing Research Company
Dear Patient,
Would you take a few minutes of your time to help us? Our
goal is provide you with quality service. Your comments will
help us evaluate our performance to ensure that we are
responsive to your needs. It should take you less than five
minutes to complete this survey. You will remain anonymous.
This survey is to be mailed in the enclosed postage-paid
envelope directly to the researchers. The physicians and staff
will NOT see the results of your survey. Thank you for taking
the time to help us improve.
PLEASE CIRCLE THE NUMBER THAT BEST EXPRESSES
YOUR LEVEL OF AGREEMENT OR DISAGREEMENT WITH
THE FOLLOWING STATEMENTS.
AGREE
DISAGREE
1.
My office appointment was available within a reasonable
amount of time for my symptoms
10
9
8
7

299. 6
5
4
3
2
1
N/A
2.
My telephone call was handled in a helpful manner
10
9
8
7
6
5
4
3
2
1
N/A
3.
The person at the check-in counter attended to me promptly
10
9
8
7
6
5
4
3
2
1
4.
The person who greeted me was friendly and courteous

300. 10
9
8
7
6
5
4
3
2
1
5.
The nurse who showed me to the exam room was friendly and
courteous
10
9
8
7
6
5
4
3
2
1
6.
The person who handled my health insurance was helpful
10
9
8
7
6

301. 5
4
3
2
1
N/A
7.
If I called the Professional Urologists with medical questions,
the answer was provided
10
9
8
7
6
5
4
3
2
1
N/A
8.
If my phone call needed to be returned by the medical staff , it
was done in a timely manner
10
9
8
7
6
5
4
3
2

302. 1
N/A
9.
Overall I was pleased with the service of the Professional
Urologists
10
9
8
7
6
5
4
3
2
1
10. Would you like information on natural supplements as part
of your treatment plan?
____Yes
____No
11. What is your health care insurance carrier?
________________________________________________
12. Are you satisfied with your health care insurance?
____Yes
____No
13. Was your healthcare information handled in a confidential

303. manner?
____Yes
____No
PLEASE TURN TO THE BACK SIDE OF THIS PAGE
14. If Professional Urologists provided a web page on the
Internet, would you be likely to use it?
____Yes
____No
15. Which of the following best expresses your preference
regarding telephone calls to Professional Urologists?
__ I prefer speaking to a person
__ I prefer using the automated phone system to direct my call
16. My telephone calls to Professional Urologists were
answered the same day
___Always ___Usually ___Seldom ___Never
17. Was this your first appointment with Professional
Urologists?

304. ____Yes
____No
18. Was this appointment a referral from your family doctor?
____Yes
____No
19. Was this appointment a follow-up visit from a procedure or
surgery performed by Professional Urologists?
____Yes
____No
20. How long did it take to schedule your surgery?
___I did not need surgery ___1 wk or less ____2-3 wks
____4-5 wks ____6wks or more
21. How long did it take for you to get an appointment with
Professional Urologists?
___1 wk or less ____2-3 wks ____4-5 wks ____6wks or
more
22. What is an acceptable length of time to wait for an

305. appointment?
___1 wk or less ____2-3 wks ____4-5 wks ____6wks or
more
23. If you had to wait past your appointment time, how long
were you in a waiting area?
___ I did not have to wait past my appointment time ___less
than 15 min ____15-30 min ____31-45 min ____46-60 min
____more than 60 min
24. What is an acceptable period to spend in a waiting area?
___less than 15 min ____15-30 min ____31-45 min ____46-
60 min ____more than 60 min
25. How long did you wait in the exam room for the physician?
___less than 10 min ___10-15 min ____16-20 min ____21-
30 min ____31-40 min ___more than 40 min
26. What is an acceptable waiting time in the exam room?
___less than 10 min ___10-15 min ____16-20 min ____21-
30 min ____31-40 min ___more than 40 min
27. Circle the name of the doctor you saw today.
Dr. A
Dr. C
Dr. E
Dr. G
Dr. I

306. Dr. K
Dr. B
Dr. D
Dr. F
Dr. H
Dr. J
Dr. L
Dr. M
I did not see a doctor, I saw a nurse
28. Were you aware of the fact that the office you visited is part
of a 13-doctor, 5-office practice called Professional Urologists?
___Yes
___No
//////
Thank you for your help. This survey is to be mailed in the
enclosed postage-paid envelope directly to the researchers.