Patient Satisfaction Survey Creekside Health Center
July 2020
I. Summary & Comments Research on satisfaction surveys show that respondents generally indicate high levels of satisfaction with services. For this reason, social scientists argue that if a service receives less than 75% satisfaction, a problem may exist. Please keep this in mind as you review the survey results. For the grading scale questions (1-13), the Level of Satisfaction (LOS) ranged from 88% to 95%. The mean for all questions was 93% satisfaction, based on the response distribution of scores noted elsewhere in this report. The chart below indicates the level of satisfaction for each question.
Creekside Health Center – Survey Questions
Level of Satisfaction
July 2020
Level of Satisfaction
April 2020
Level of Satisfaction
January 2020
Level of Satisfaction
October 2019
1. The phone operator staff and call center 93% 94% 91% 91%
2. The reception staff 93% 94% 92% 92%
3. Receiving a timely appointment 91% 94% 90% 89%
4. Education and explanation of plan provided in a way that I can understand
93% 95% 92% 92%
5. The follow up and coordination of my care 93% 94% 91% 92%
6. The staff addressing my medical needs today 94% 95% 92% 93%
7. The time spent waiting 88% 90% 88% 88%
8. The respectfulness of staff 93% 94% 92% 92%
9. Receiving test (X-ray and/or lab) results and recommendations in a timely manner
92% 92% 90% 90%
10. The handling of my personal medical information in a private and confidential manner
94% 94% 92% 93%
11. Your medical assistant 95% 95% 92% 93%
12. Your health provider (doctor, nurse practitioner, midwife, or physician assistant)
95% 96% 93% 94%
13. Overall, how satisfied are you with the Health Center?
Direct Quotes The following is the universe of DIRECT QUOTES taken from questions 14 - 18 on the Patient Satisfaction Survey form from the survey participants. There has been no editing for spelling, grammar, etc; the comments are taken from the forms AS IS: Question 14: Have you left a message for a staff member in the last week? If so, what was your experience?
English NO: 30 N/A: 3 YES: 1
Spanish NO: 73 N/A: 3 YES: 0
Comments: 1. “Yes, Sam Horton she calls right back 5/5.” 2. “My experience was perfect.”
Comments: 1. “The personnel are very kind.” “Muy amables
todo el personal.” 2. “My experience was good, there’s no clinic like
this one.” “Mi experiencia es muy buena no hay clinica como esta.”
Question 15: What is most helpful for you at Greater Elgin Family Care Center?
English 1. “That I get paper info when I walk out of the
office.” (Mendyuk) 2. “Satisfied with the service of all staff including
the doctor.” 3. “Speed of feedback.” 4. “That I receive great care.” (Patel, C) 5. “The staff.” (2) 6. “To take blood tests.” (Patel, C) 7. “The staff at explaining all my medical needs.
Love them.” 8. “Timely manner, nice and kind.” (Shirazi) 9. “Taking time to address all needs.” (Patel, C) 10. “Closeness to home. Drs pay close attention to
our needs.” (Shirazi) 11. “The great staff and education on services.”
(Vierling) 12. “Close to home.” (Levy) 13. “The people in front.” (Levy) 14. “Reminding me of my appts.” (Mendyuk) 15. “Them answering all my questions.” (Shirazi) 16. “Location.” 17. “Everything.” 18. “Great staff and the really helpful.” 19. “Friendly reception.” (Mendyuk) 20. “Medicare is very affordable and yet efficient.” 21. “Safety.” 22. “The doctors that work here.” (Mendyuk) 23. “Care.” 24. “Everyone is very knowledgeable and answers
questions.”
Spanish 1. “Obtain temporary coverage and continue my
pregnancy check-ups.” “Obtener coverture temporal y seguir con los seguimientos de mi embarazo.” (Vierling)
2. “Control my diabetes.” “Controlar mi diabetes.” 3. “N/A.” “N/A.” (2) 4. “The attention from reception, assistants and
providers.” “La atencion tanto de recepcion, asistentes y medicos.”
5. “Accessible programs for not insured.” “Programas accessibles para no asegurados.” (Patel, B)
6. “No comments.” “No comentarios.” (Levi) 7. “In all my pregnancy.” “En todo mi embarazo.” 8. “Give appointments closer in day if possible or
have appointments for 1,2,3, days don’t wait more than 4 days.” “Que den las citas mas serca possible, o tengan citas para 1,2,3 dias no esperar mas de 4 dias.”
9. “Answer the call for my medicine.” “Atender las llamadas para mi medicina.”
10. “The economic help.” “La ayuda economica.” 11. “With my health.” “Con mi salud.” 12. “It is a good clinic and good personnel.” “Es una
buena clinica y muy bien personal.” (Mendyuk) 13. “Everything is perfect.” “Todo es perfecto.” 14. “They help me when I have a health problem.”
“Me ayuda cundo tengo un problema de salud.” 15. “The discounts.” “Los descuentos.” 16. “The language.” “El language.”
17. “It is in my language.” “Esta en mi idioma.” 18. “Very good service.” “Muy buen servicio.” 19. “Your excellent medical service.” “Su excelente
servicio medico.” (Shirazi) 20. “The kindness and they treat you good.” “La
amabilidad y lo bien que te atienden.” 21. “In everything receptionist, doctor, nurse
everything is good for me.” “En todo tanto recepcionistas, doctor y enfermera. Todo bien para mi.” (Patel, C)
22. “Help thank you.” “Ayuda gracias.” 23. “They help us in everything related to our
health.” “Nos ayudan en todo relacionado con salud.”
24. “Apply for the medical card.” “Aplicar para la tarjeta medica.”
25. “They explain everything.” “Te explican todo.” 26. “The medial attention and the discount.” “La
atencion medica y el descuento.” 27. “Everything good.” “Todo bien.” 28. “They are very attentive.” “Son muy atentos.” 29. “Pediatric.” “Pediatra.” (Shirazi) 30. “It is close to home and they do what’s possible
to see me and feel satisfactory.” “Que esta cerca a casa y hacen lo nesesario para sentirme satisfactoriamente.”
31. “Prices and doctors.” “Precios y doctores.” 32. “The distance from my house and the cost of my
consult.” “La distancia que esta cerca a mi domicilio y el costo de mi consulta.” (Mendyuk)
33. “Good attention.” “Buena atencion.” 34. “The language.” “El idioma.” 35. “Same day appointment.” “Citas el mismo dia.” 36. “The process is fast.” “El proceso es rapido.’
(Shirazi) 37. “It is very good service and they help
economically.” “Es muy buen servicio y nos ayuda economicamente.”
38. “The doctor.” “La doctora.” (Patel, B) 39. “They treat you good.” “Te atienden bien.” 40. “Everything related to my health.” “Todo
relacionado a mi salud.” 41. “They are very kind I feel safe and with respect.”
“Son muy amables me siento Seguro y con respeto.”
42. “Very good.” “Muy bien.” (2) 43. “I can choose the day I want my appointment.”
“Puedo elejir el dia que quiero para mi cita.” 44. “They are kind.” “Son amables.” (Patel, B)
diabetes.” 64. “Close to home.” “Cerca a casa.” 65. “Bilingual personnel.” “Personal bilingue.”
Question 16: How can we improve Greater Elgin Family Care Center?
English 1. “N/A.” (6) 2. “More flexible with walk-ins.” (Mendyuk) 3. “Continue your good work.” 4. “Spend less time in reception are specially during
pandemic.” 5. “Doing great no change.” 6. “No comments.” (Mendyuk) 7. “Nothing else.” 8. “More sanitizing stations.” (Mendyuk) 9. “I wish it can be extended to state of Indiana. Am
presently satisfied and do not have any area of concern.”
10. “Keep the good job.”
Spanish 1. “More medical personnel.” “Mas personal
medico.” (Mendyuk) 2. ‘Everything is good.” “Todo esta bien.” (17) 3. “Smile more.” “Sonrie mas.” (Shirazi) 4. “Continue like until now.” “Continue como hasta
ahora.” 5. “Give closer appointments.” “Dando citas mas
cercanas.” 6. “Very good attention.” “Muy buena atencion.” 7. “Up until now it has been good.” “Hasta ahora a
11. “I’m good.” 12. “Sometimes the wait time is long (Pre-covid)” 13. “The wait itme.” (Levy) 14. “Time waiting in lobby.” (Levy) 15. “Sometimes long wait for providers.” (Vierling) 16. “It’s perfect for my first time.” 17. “No changes, you all are awesome and do very
good job.” 18. “None im very satisfied thank you.” 19. “I Think you all are doing an excellent job on
taking care of every patients needs.” 20. “Nothing.” (2)
9. “To me it is perfect like always.” “Para mi esta perfecto como siempre.”
10. “Nothing.” “Nada.” (Patel, C) 11. “The service is excellent.” “El servicio es
excelente.” 12. “It would be nice if you could have specialist at
least once a week.” “Seria bueno tener especialistas specialistas aunque sea un dia a la semana.”
13. “Continue seeing a lot of families.” “Continue viendo muchas facilias.”
14. “For my needs it is perfect.” “Para mis nesesidades esta perfecto.” (Mendyuk)
15. “Excellent.” “Excelente.” 16. “I think it is excellent.” “Yo creo que es
excelente.” 17. “I like everything.” “Todo me gusta.” 18. “It is efficient.” “Ya es eficiente.” 19. “I’m satisfied with you guys.” “Estoy satisfecho
con ustedes.” 20. “Have time for emergency appointments.”
“Tener tiempo para citas de emergencia.” (Patel) 21. “Pay attention at the time to send the
prescriptions to the pharmacy.” “Poner atencion a la hora de mandar las recetas a la farmacia.”
22. “You need dental services.” “Necesitan servicios dentales.”
23. “The wait time for the appointment, if you get there early they make you wait until after the time of appointment, but you arrive late they won’t see you.” “El tiempo de espera para la cita, y si llega temprano no lo atienden hasta la hora de la cita, pero si llega tarde no lo atienden.” (Patel,B)
24. “I don’t have any comments but everything is good.” “No tengo comentarios pero todo esta bien.”
25. “You are wonderful.” “Son maravillosos.” (Shirazi)
26. “Totally excellent.” “Totalmente excelente.” 27. “Respect the time of the appointment… *because
today I waited for an hour after my appointment before I went in.” “Respetando el horario de la cita… *porque hoy pase 1 hora despues.”
