Survey Results
| SCOPe Orthotics & Prosthetics, Inc TQM Patient Satisfaction Results (Company Wide February 2011- June 2011) |
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| Total number of surveys returned | 673 | ||||
| Percent of surveys returned | 10% | ||||
| What type of service did you receive? | |||||
| Prosthetics | 19% | ||||
| Orthotics | 81% | ||||
| Where were you seen? | |||||
| Hospital | 1% | ||||
| Doctor Office | 2% | ||||
| SCOPe | 94% | ||||
| Your Appointment | Dissatisfied | Slightly Satisfied |
Satisfied | Very Satisfied |
N/A |
| Ease of Making Appointments by Phone | 1% (2) | 1% (1) | 16% (28) | 81% (140) | 3% (5) |
| Appointment Available Within a Reasonable Amount of Time | 0% (0) | 3% (6) | 18% (31) | 78% (135) | 1% (3) |
| Were you offered other offices that might be more convenient when you scheduled your appointment | 1% (1) | 2% (3) | 13% (23) | 37% (63) | 51% (87) |
| The effeciency of the check in process | 1% (2) | 2% (3) | 19% (33) | 81% (139) | 1% (2) |
| Ease of Making Appointments by Phone | 1% (2) | 3% (5) | 21% (36) | 76% (131) | 1% (1) |
| Waiting Time in Lobby | |||||
| Front Office Staff | Dissatisfied | Slightly Satisfied |
Satisfied | Very Satisfied |
N/A |
| The courtesy and Friendliness of the person who took your call? | 1% (1) | 1% (1) | 16% (27) | 86% (148) | 2% (3) |
| The helpfulness of the people who assisted you? | 1% (1) | 1% (1) | 16% (27) | 85% (147) | 1% (1) |
| Did the person who assisted you seem knowledgeable? | 1% (1) | 2% (3) | 15% (25) | 87% (150) | 1% (1) |
| Our Communication | Dissatisfied | Slightly Satisfied |
Satisfied | Very Satisfied |
N/A |
| Your Phone Calls Were Answered Promptly | 1% (2) | 0% (0) | 19% (32) | 72% (124) | 10% (18) |
| Effectiveness of Our Health Information Materials | 1% (1) | 1% (1) | 17% (29) | 66% (114) | 19% (33) |
| Your Ability To Contact Us After Hours | 1% (2) | 0% (0) | 10% (18) | 24% (41) | 62% (107) |
| The Timeliness of Our Response to Questions, Problems and Concerns | 2% (3) | 1% (1) | 19% (33) | 64% (110) | 15% (26) |
| Your Practitioner | Dissatisfied | Slightly Satisfied |
Satisfied | Very Satisfied |
N/A |
| Was Your Practitioner Courteous and Knowledgeable | 1% (2) | 1% (1) | 9% (16) | 93% (160) | 0% (0) |
| Was Willing to Listen Carefully to You and Take the Time to Answer Questions | 1% (2) | 1% (2) | 9% (16) | 92% (159) | 0% (0) |
| Explained Things Such as Follow-up Care in a Way You Can Understand | 1% (1) | 0% (0) | 11% (19) | 87% (150) | 5% (8) |
| Your Outcome | Dissatisfied | Slightly Satisfied |
Satisfied | Very Satisfied |
N/A |
| Are You Satisfied With Your Device/Service | 1% (2) | 2% (4) | 16% (28) | 78% (135) | 4% (7) |
| Are You Satisfied With the Clinical Function of Your Device | 1% (1) | 2% (4) | 15% (26) | 78% (135) | 5% (8) |
| Have we met your expectations/goals | 2% (4) | 2% (3) | 16% (28) | 77% (132) | 6% (6) |
| Your Overall Satisfaction With | Dissatisfied | Slightly Satisfied |
Satisfied | Very Satisfied |
N/A |
| Our Practice | 2% (4) | 1% (1) | 15% (26) | 87% (149) | 0% (0) |
| The Quality of Care You Received at SCOPe | 2% (3) | 1% (1) | 14% (24) | 86% (148) | 1% (1) |
| Overall Rating of Care From Your Practitioner | 2% (3) | 0% (0) | 8% (14) | 92% (158) | 1% (1) |
| Would you recommend SCOPe to others? | |||||
| Yes | 166 | ||||
| No | 6 | ||||
| The Marketing Department reviews and investigates all negative responses. When a problem is identified steps are taken to correct the situation. The most common problems identified are resolved by communication with an Orthotist/Prosthetist or with a representative from the Marketing Department. | |||||
