This document contains summaries of patient survey results from January to June 2016. It shows that 51% of survey responses were positive, 25% negative, and 12% were neutral or mixed. The most common patient comments related to overall wait times (31%), physician communication (17%), and parking/traffic (11%). The total number of complaints was 65, also led by wait times (31%) and physician communication (17%). Provider ratings were generally high across areas like communication, listening, respect, and spending enough time. Likelihood of recommending the clinic was 76-88%. Access to care scores improved over the period. Medication concerns remained low compared to national averages.

1. Press Ganey Surveys
January-June 2016

2. Positive
51%
Negative
25%
Neutral
12%
Mixed
12%
Patient Comments
Comments: 186

3. Overall Wait Times
31%
Physician Communication
17%
Physician Was Rushed
2%
Physician Was
Rude
3%
Check In/Check Out Wait &
Process
6%
Parking/Valet/Traffic
11%
Waiting Room
2%
Education of
Resident/Fellow
2%
Rescheduling of
Appointments
9%
Language Services
2%
Medication Not
Updated
2%
Call Center
5%
Rude Support
Staff/Management
5%
Marketing/Communication
3%
Equipment
Sterilization
2%
Billing
2%
Number of Complaints
Total Complaints: 65

4. Overall Wait Times
31%
Physician Communication
17%
Physician
Was
Rushed
2%
Physician Was Rude
3%
Check In/Check Out
Wait & Process
6%
Parking/Valet/Traffic
11%
Waiting Room
2%
Education of
Resident/Fellow
2%
Rescheduling of
Appointments
9%
Language Services
2%
Medication Not
Updated
2%
Call Center
5%
Rude Support
Staff/Management
5%
Marketing/Communication
3%
Equipment Sterilization
2%
Billing
2%
Number of Complaints
Total Complaints: 65

5. Press Ganey Surveys
Provider Ratings

6. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Quality of Communication

7. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Provider Explanation of Problem or Condition

8. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Provider Listened Carefully to the Patient

9. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Patient's Understanding of their Treatment Plan

10. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
1
2
3
4
5
6
7
8
9
10
11
12
13
14
The Provider Knew Important Information About the Patient's Medical History

11. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
The Provider Showed Respect for What the Patient had to Say

12. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
1
2
3
4
5
6
7
8
9
10
11
12
13
14
The Provider Knew Important Information about the Patient's Medical History

13. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Provider Spent Enough Time With Patient

14. 75% 80% 85% 90% 95% 100%
Likelihood of the Clinic Being Recommended to Others

15. 66% 68% 70% 72% 74% 76% 78% 80% 82% 84% 86% 88%
Access to Care - 3 Month

16. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Provider Rating

17. Medication Concerns
0% 10% 20% 30% 40% 50% 60% 70%
January
February
March
April
May
June
Weighted 6 Month Average
January February March April May June
Weighted 6
Month Average
National Average 46% 47% 48% 48% 48% 48% 47%
UMP 46% 50% 49% 52% 65% 48% 50%
Did the team ask about your medications?