Percentage of Patients Satisfied with Phone Access

Improving Primary Care Access

Definition

Patient satisfaction with getting through to the clinician's office by telephone.

 

Formula: Number of patients rating their satisfaction with phone access as "Excellent", divided by the total number of patients surveyed. Multiply the result by 100.

 

Goal

Greater than 80 percent of patients rating their recent attempt to get through to office by telephone as "Excellent".

 

Data Collection Plan

Create a simple survey to ask patients the following question (or something similar): "How would you rate a recent experience getting through to this office by telephone?"

 

Choose one week each month to randomly ask 50 patients (e.g., flag every other appointment, or the first 50 appointments) to complete the survey at checkout and drop it in a box. Tally the results.

 

 

Sample Graph

 

Graph_PercentPatientsSatisfactionPhoneAccess.gif

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