In keeping with our Lean culture to always be improving upon our patients’ experiences with us, Boston O&P has updated its patient feedback survey and process.
An email is now sent each week to all patients who have been fitted with an orthosis or prosthesis the previous week.
In the survey, patients are asked to identify the clinic in which they were seen and to rate Boston O&P on a scale of 5 (strongly agree) to 1 (strongly disagree) on the following six statements:
- Finding/contacting a Boston O&P location and obtaining an appointment was easy and convenient.
- I received my brace in a reasonable amount of time.
- The fit and functionality of my brace met my expectations.
- I received a good explanation of the insurance process and my out-of-pocket costs.
- Boston O&P staff was courteous and respectful.
- I was educated on the use of my brace and if/when follow-up should occur.
Patients who complete the survey will also be asked to share more details about their experience with Boston O&P. If a patient has a sub-optimal experience (total score of 23 or less), Boston O&P’s response is twofold: the patient will be asked how Boston O&P could have made their experience more positive, and the area manager will receive an email with the clinic name, scores, and all the provided patient information so that the issue may be addressed immediately.
In surveys sent from September 2020 through January 2021, Boston O&P received an average overall satisfaction rating of 27.8 out of 30, with average ratings for all questions coming in higher than 4.4. Respondents reported the highest level of satisfaction with question #5, which received an average rating of 4.8. Questions #1 and #6 both received an average rating of 4.7, followed by 4.6 for questions #2 and #3, and 4.4 for question #4.
“We are extremely proud to be able to publish these results using our new survey process,” said Boston O&P President and CEO Tom Morrissey. “Although the results are good, we will stay true to our Lean culture and continuously work to improve upon them.”
The patient experience survey results are published each month in the Boston O&P Buzz employee newsletter.