Hotel customer satisfaction

In your opinion, how have patient satisfaction ratings changed at your organization in the past year?

Improved considerably

Improved somewhat

Has remained about the same

Has declined somewhat

Has declined considerably

Don't know

In your opinion, how important is patient satisfaction at your organization?

It's a high priority

It's a mid-level priority

It's a low priority

Don't know

Does your organization have managers/staff dedicated to patient-satisfaction matters?

Yes

No

Don't know

How often does your organization track patient satisfaction?

Daily basis for each patient

Monthly or more often

Quarterly

Semiannually

Yearly or less often

We don't

How is patient satisfaction primarily tracked?

Questionnaires sent through the mail (in-house efforts)

Follow-up telephone calls (in-house efforts)

An outside firm has been hired to track patient satisfaction

Suggestion boxes placed in facilities

Other

Has your organization initiated programs to improve patient satisfaction within the past year?

Yes

No

Don't know

What sector of the health care industry do you believe needs the most improvement in patient satisfaction?

What is the most compelling reason for your organization to improve customer satisfaction?

Fear of losing patients to competitors

Fear of losing employer contracts

Fear of increase regulation

Fear of damage to organization's reputation

Other

In your opinion, has patient satisfaction been shown to have a direct effect on your organization's bottom line?

Yes

No

Don't know