Percentage of Patients Satisfied with Phone Access
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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.
Related Tools
Today's Office Visit Survey Card
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