| TQM-Patient Satisfaction Results | |||
| SCOPe Orthotics and Prosthetics, Inc. | |||
| (Company Wide February 2006-July 2006) | |||
| Total number of surveys returned | 1308 | ||
| Total Surveys used from Random Sample | 328 | ||
| Percent of surveys sampled | 25% | ||
| What type of service did you receive? | |||
| Prosthetics | 8% | # of responses | 25 |
| Orthotics | 90% | # of responses | 296 |
| 98% | |||
| Where were you seen? | |||
| Hospital | 0% | # of responses | 1 |
| Doctor office | 5% | # of responses | 16 |
| SCOPe | 94% | # of responses | 309 |
| 99% | |||
| (1 being the least satisfied and 5 being the most satisfied) | |||
| How satisfied are you with our services? | |||
| 1 | 2% | # of responses | 6 |
| 2 | 0% | # of responses | 1 |
| 3 | 1% | # of responses | 4 |
| 4 | 7% | # of responses | 24 |
| 5 | 89% | # of responses | 292 |
| 100% | |||
| Was the entire staff friendly and helpful? | |||
| 1 | 2% | # of responses | 5 |
| 2 | 0% | # of responses | 1 |
| 3 | 1% | # of responses | 4 |
| 4 | 6% | # of responses | 20 |
| 5 | 90% | # of responses | 296 |
| 99% | |||
| Were we prompt in serving you? | |||
| 1 | 2% | # of responses | 5 |
| 2 | 0% | # of responses | 2 |
| 3 | 0% | # of responses | 11 |
| 4 | 5% | # of responses | 29 |
| 5 | 93% | # of responses | 280 |
| 99% | |||
| Was your practitioner friendly and knowledgeable? | |||
| 1 | 2% | # of responses | 5 |
| 2 | 0% | # of responses | 0 |
| 3 | 0% | # of responses | 0 |
| 4 | 5% | # of responses | 16 |
| 5 | 93% | # of responses | 304 |
| 99% | |||
| Would you recommend SCOPe to others? | |||
| Yes | 89% | # of responses | 292 |
| No | 0% | # of responses | 1 |
| 89% | |||
| 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. | |||