A satisfaction survey is an important tool in the development of any company, and in clinics and offices it is no different, after all, it is the best way to get feedback from your patients.
Despite being simple, unfortunately, some people refuse to answer certain surveys, either due to lack of time or even because they prefer not to state their opinion. However, designing and applying the research in the right way makes it easier to get feedback from patients.
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In the Ninsaúde Apolo software, for example, there is a feature where it is possible to create research models and send them by e-mail. This is an efficient way to apply the surveys because the patient will be able to answer them wherever and whenever they feel most comfortable, just by being connected to the internet. Also, it is possible to generate a code (QR Code) for the patient to answer the survey on a tablet at the clinic itself.
The questions that make up the research must be clear and objective, and although there are several questions to ask, they must be brief so that it is answered quickly. In the Ninsaúde Apolo survey's models it is possible to elaborate questions that will lead to 7 types of answers:
Short text: elaborate on a question whose answer will have few words.
Long text: similar to the short text question, however it allows the patient to answer more elaborately.
Multiple choice: allows you to elaborate questions with alternatives where the patient can make only one answer or several.
Zero to Ten: with this option, the patient will be able to rate service, and clinic structure, among others.
Yes / No: write closed questions like, "Would you recommend our clinic to a friend?".
Reception evaluation: this allows the patient to evaluate the reception service with an emoji.
Health professional evaluation: allows the patient to evaluate with an emoji the health professional who provided care at the clinic.
In addition to capturing patient feedback on the care and physical structure of the clinic, responses should assist the administrator in making decisions in other areas. Questions such as through whom or how did the patient get to know the clinic (pamphlet, website, forwarder, etc.), or what led the patient to choose his services (price, indication, location, etc.) can help to better direct the company's marketing.
Finally, it is necessary to talk about the research with the patient and the importance it has for the clinic, pointing out that, based on their answers, improvements can be made, especially if the survey is sent by e-mail, thus there is less chance that the patient will forget to answer or position himself with indifference.
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