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Patient Satisfaction Survey Streamwood Community 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 90% to 95%. The mean for all questions was 94% satisfaction, based on the response distribution of scores noted elsewhere in this report. The chart below indicates the level of satisfaction for each question.

Streamwood Community Health Center – Survey Questions

Level of Satisfaction

July 2020


April 2020


January 2020


October 2019

1. The phone operator staff and call center 93% 90% 87% 89%

2. The reception staff 94% 91% 86% 91%

3. Receiving a timely appointment 93% 91% 85% 91%

4. Education and explanation of plan provided in a way that I can understand

94% 92% 88% 92%

5. The follow up and coordination of my care 94% 91% 88% 93%

6. The staff addressing my medical needs today 95% 92% 88% 93%

7. The time spent waiting 90% 88% 83% 89%

8. The respectfulness of staff 94% 93% 88% 94%

9. Receiving test (X-ray and/or lab) results and recommendations in a timely manner

93% 90% 87% 92%

10. The handling of my personal medical information in a private and confidential manner

94% 94% 89% 94%

11. Your medical assistant 95% 94% 88% 94%

12. Your health provider (doctor, nurse practitioner, midwife, or physician assistant)

95% 93% 90% 95%

13. Overall, how satisfied are you with the Health Center?

95% 94% 89% 94%


Total GEFCC Survey Question Responses


July 2020


April 2020


January 2020


October 2019

1. The phone operator staff and call center 93% 93% 92% 91%

2. The reception staff 94% 94% 93% 93%

3. Receiving a timely appointment 93% 94% 92% 92%


94% 94% 93% 93%

5. The follow up and coordination of my care 94% 93% 93% 93%

6. The staff addressing my medical needs today 94% 94% 93% 94%

7. The time spent waiting 91% 92% 89% 89%

8. The respectfulness of staff 95% 94% 93% 94%

9. Receiving test (X-ray and/or lab) results and recommendations in a timely manner*

93% 92% 91% 92%

10. The handling of my personal medical information in a private and confidential manner

94% 94% 93% 94%

11. Your medical assistant 95% 94% 94% 94%

12. Your health provider (doctor, nurse practitioner, midwife, or physician assistant)

95% 94% 94% 94%


95% 94% 93% 94%

* Data for this question only includes Health Centers as it is not applicable to the Dental Clinic.


Survey Questions

(5) (4) (3) (2) (1)

Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

English Spanish English Spanish English Spanish English Spanish English Spanish

1. The phone operator staff and call center

66 91 17 33 3 5 0 2 1 1

76% 69% 20% 25% 3% 4% 0% 2% 1% 1%

2. The reception staff 73 91 9 34 4 6 0 0 1 1

84% 69% 10% 26% 5% 5% 0% 0% 1% 1%

3. Receiving a timely appointment 66 86 14 37 4 5 0 1 1 1

78% 66% 17% 29% 5% 4% 0% 1% 1% 1%


71 92 13 32 2 6 0 0 1 1

82% 70% 15% 24% 2% 5% 0% 0% 1% 1%

5. The follow-up and coordination of my care

73 92 11 33 2 4 0 0 1 1

84% 71% 13% 25% 2% 3% 0% 0% 1% 1%

6. The staff addressing my medical needs today

72 96 11 31 3 2 0 0 1 1

83% 74% 13% 24% 3% 2% 0% 0% 1% 1%

7. The time spent waiting 61 78 19 36 5 15 1 0 1 1

70% 60% 22% 28% 6% 12% 1% 0% 1% 1%


Survey Questions

(5) (4) (3) (2) (1)

Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

English Spanish English Spanish English Spanish English Spanish English Spanish

8. The respectfulness of staff 70 96 11 29 3 5 0 0 1 1

82% 73% 13% 22% 4% 4% 0% 0% 1% 1%

9. Receiving test (X-ray and/or lab) results / recommendations in a timely manner

63 89 10 30 4 9 0 0 1 1

81% 69% 13% 23% 5% 7% 0% 0% 1% 1%

10. The handling of personal medical info in a private and confidential manner

72 93 10 32 3 5 0 0 1 1

84% 71% 12% 24% 4% 4% 0% 0% 1% 1%

11. Your medical assistant 76 102 8 26 2 2 0 0 1 1

87% 78% 9% 20% 2% 2% 0% 0% 1% 1%

12. Your health provider (MD/DO, NP, Midwife, or PA)

72 101 10 26 2 2 0 0 1 1

85% 78% 12% 20% 2% 2% 0% 0% 1% 1%


72 98 11 28 2 2 0 0 1 1

84% 76% 13% 22% 2% 2% 0% 0% 1% 1%

Question 1 Question 2 Question 3 Question 4 Question 5 Question 6 Question 7

English Speaking 94% 95% 94% 95% 96% 95% 92%

Spanish Speaking 92% 92% 92% 93% 93% 94% 89%

70%

75%

80%

85%

90%

95%

100%

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seLevels of Satisfaction

English Speaking vs. Spanish Speaking


Question 8 Question 9 Question 10 Question 11 Question 12 Question 13

English Speaking 95% 94% 95% 96% 96% 96%

Spanish Speaking 93% 92% 93% 95% 95% 94%

70%

75%

80%

85%

90%

95%

100%

Per

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Levels of SatisfactionEnglish Speaking vs. Spanish Speaking


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: 34 N/A: 4 YES: 1

Spanish NO: 25 N/A: 2 YES: 0

Comments: 1. “Yes, very responsive as soon as I left the

message.”

Comments:

Question 15: What is most helpful for you at Greater Elgin Family Care Center?

English 1. “Call from the staff. The reminders.” 2. “Helpful carrying staff willing to assist all the

time.” 3. “Accessible.” (Sadik) 4. “Open schedule.” (Nettleton) 5. “Proximity” (Popovic) 6. “All.” (Buthman) 7. “Staff gave my children her vaccines carefully.” 8. “Friendly staff, timely appointments.” (Buthman) 9. “Friendly staff.” 10. “Fast treatment no waiting time.” (Nettleton) 11. “Cost and convenience.” (Aragones) 12. “Staff always so nice to me.” (Aragones) 13. “Service is always great.” (Aragones) 14. “Always on time.” 15. “Location & staff.” (Buthman) 16. “Dr. Aragones is amazing Dr.” (Aragones) 17. “Close to home.” (Popovic) 18. “Everything is thoroughly explained.” 19. “Very friendly and cooperative & patient.”

(Popovic) 20. “Communication (healthwise)” 21. “Entire staff.” 22. “Online portal.” (Aragones) 23. “Quick access to care, friendly.” (Popovic) 24. “I’m satisfied with all aspects- no complaints

whatsoever.” (Chaudhari) 25. “The location.” 26. “Friendly care.” (Chaudhari) 27. “Answered all questions.” 28. “Compassionate staff.” (Buthman) 29. “The timely manner in which they assist.”

(Buthman)

Spanish 1. “N/A.” “N/A.” 2. “How fast they serve you.” “Lo rapido que te

atienden.” 3. “They help me when I have had the necessity of

having my medical treatments thank you for your attention.” “Me ayuda cuando eh tenido la nesesidad de tener mis tratamientos medicos gracias por su atencion.” (Buthman)

4. “Everything is good.” “Todo esta bien.” (2) 5. “That the girls in the front be more kind not all

are bad.” “Que las chicas en frente sean mas amables no todas son malas.” (Aragones)

6. “Keep my health optimal.” “Mantener mi salud optima.”

7. “Satisfied.” “Satisfecha.” (Chaudhari) 8. “In a lot of things that I need help.” “En muchas

cosas que nesesito ayuda.” 9. “That they clarify my doubts and they direct me

to the adequate person.” “Que me aclaran mis dudas y me dirigen a la persona adecuada.”

10. “Everything, close to home, fast, good attention, and that they accept my insurance.” “Todo, lo cerca a casa, rapidez, buena atencion y que aseptan la aseguranza que temenos.”

11. “Maintain my health.” “Mantener mi salud.” (Hong)

12. “The kindness.” “La amabilidad.” 13. “The personnel helps with any question that I

have.” “El personal ayuda con cualquier pregunta que tengamos.”

14. “My diabetes and cholesterol care.” “Cuidado de diabetes y cholesterol.” (Buthman)

15. “Help with my care.” “Cuidado de salud.” (Hong)


30. “Dr. Aragones takes very good care of us.” (Aragones)

31. “Seeing same Dr. that knows my kids.” (Chaudhari)

32. “Everything.” (Popovic)

16. “Insurance help.” “Ayuda de aseguranza.” (Nettleton)

17. “The care.” “El cuidado.” (Hong) 18. “Everyone.” “Todos.” 19. “Everything is good. Well almost everything.

Thanks for your help.” “Todo Bueno casi todo, gracias a todos por su ayuda.”

20. “The attention they give.” “La atencion que dan.” 21. “They remind me with my appointments.” “Me

ayuda arecordad las citas.” Question 16: How can we improve Greater Elgin Family Care Center?

English 1. “N/A.” (4) 2. “None.” 3. “Nothing much.” 4. “Good.” (Buthman) 5. “No change.” 6. “Nothing.” (2) 7. “I don’t know.” (Aragones) 8. “It improves every time I come.” 9. “I can’t think of anything.” (Chaudhari) 10. “Keep doing what you’re doing.” 11. “Everything is good.” (Popovic) 12. “It’s good.” 13. “You are all great.” (Popovic) 14. “Girl always in the back is always so rude.

(reception).” (Chaudhari) 15. “Keep same way.” 16. “Doing great.” (Nettleton)

Spanish 1. “I’m satisfied.” “Estoy satisfecha." (2) 2. “Maybe with more specialist.” “Quiza con mas

especialistas.” 3. “Everything is good for now.” “Todo esta bien

por ahora.” (5) 4. “In the wait time, if we there a few minutes late

they won’t see you and I don’t like that.” “El tiempo de espera, y si llegamos tarde por unos minutos no nos atienden y eso no me gusta.”

5. “Nothing.” “Nada.” (2) 6. “N/A.” “N/A.” (5) 7. “The wait time.” “El tiempo de espera.” 8. “The receptionist be more kind.” “Las

recepcionistas sean mas amables.”

Question 17: Would you recommend this Health Center to your friends and family? YES or NO

English

• YES: 56

• NO: 0

Spanish

• YES: 51

• NO: 0 Question 18: Name of your provider (doctor, nurse practitioner, midwife, or physician assistant):

English

• Aragones: 12

• Buthman: 11

• Chaudhari: 11

• Hong: 1

• Nettleton: 6

• Popovic: 9

• Sadik: 2

Spanish

• Aragones: 13

• Buthman: 6

• Chaudhari: 6

• Hong: 3

• Nettleton: 2

• Popovic: 5

• Sadik: 2


Individual Question Results with Trendlines

70

75

80

85

90

95

100

#1 - The phone operator staff and call center

70

75

80

85

90

95

100

#2 - The reception staff


70

75

80

85

90

95

100

#3 - Receiving a timely appointment

70

75

80

85

90

95

100

#4 - Education and explanation of plan provided in a way that I can understand

70

75

80

85

90

95

100

#5 - The follow-up and coordination of my care


70

75

80

85

90

95

100

#6 - The staff addressing my medical needs today

70

75

80

85

90

95

100

#7 - The time spent waiting


70

75

80

85

90

95

100

#8 - The respectfulness of staff

70

75

80

85

90

95

100

#9 - Receiving test (X-ray and/or lab) results and recommendations in a timely manner

70

75

80

85

90

95

100

#10 - The handling of my personal medical information in a private and confidential manner


70

75

80

85

90

95

100

#11 - Your medical assistant

70

75

80

85

90

95

100

#12 - Your health provider (doctor, nurse practitioner, midwife, or physician assistant)

70

75

80

85

90

95

100

#13 - Overall, how satisfied are you wih the Health Center?

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