Patient Satisfaction

Dental Department - Appointment Wait

Mean Appointment Wait Experience times and Appointment Wait mean satisfaction scores have increased for both Moses Lake Dental and Quincy Dental so far in 2016 YTD compared to 2015.

Appointment Wait mean satisfaction scores rankings:

Ephrata Dental (80.1, n=34)
MLCHC Dental (79.8, n=98)
QCHC Dental (77.1, n=70)

The percentage of patients who got an appointment within a week rankings:

Ephrata Dental (50.0%, n=34)
MLCHC Dental (45.9%, n=98)
QCHC Dental (34.3%, n=70)

Dental Department - Experience Scores

Highest % “Yes” Score: Same-Day Response to Phoned Question(s)? (100.0%, n=17)

Lowest % “Yes” Score: Info Rec’d About Weekend, Holiday, or Evening Care? (29.5%, n=95)

Net Score Change Q3 2016 vs. Q2 2016:

  • Only % “Yes” Score Increase: Saw Provider w/in 15 min of Appt.? (+3.9%)
  • Only % “Yes” Score Decrease: Info Rec’d About Weekend, Holiday, or Evening Care? (-10.1%† )

† indicates change was statistically significant at a 68% confidence level

Dental Department - Overall Satisfaction
  • Overall Satisfaction mean score increased from 85.4 in Q2 2016 to 87.1 in Q3 2016.
  • The percentage of respondents reporting Overall Satisfaction as “Excellent” increased from 56.3% in Q2 2016 to 57.9% in Q3 2016.
  • Both Overall Satisfaction mean and % “Excellent” scores remain below the four-quarter baseline scores.
Dental Department - Satisfaction Scores

Highest Mean Score: Provider Explanation (90.9, n=96)

Lowest Mean Score: Appointment Wait (79.9, n=66)

Net Score Change Q3 2016 vs. Q2 2016:

  • Largest Mean Score Increases:
    • Pharmacy Overall Satisfaction (+2.6)
    • Appointment Wait (+2.5)
  • Largest Mean Score Decrease: Provider Wait (-5.0†)

† indicates change was statistically significant at a 68% confidence level

Medical Department - Appointment Wait

Both urgent and routine visit patients reported longer mean Appointment Wait Experience times and lower Appointment Wait mean satisfaction scores in Q3 2016 relative to Q2 2016.

Urgent Visits:

  • The percentage of patients who got an appointment on the same or next day decreased from 75.4% in Q2 2016 to 56.7% in Q3 2016.

Routine Visits:

  • The percentage of patients who got an appointment within a week decreased from 76.8% in Q2 2016 to 68.8% in Q3 2016.
Medical Department - Experience Scores

Highest % “Yes” Score: Provider Involved You in Healthcare Decisions? (90.3%, n=279)

Lowest % “Yes” Score: Things That Make it Hard to Care For Your Health Discussed? (37.0%, n=281)

Net Score Change Q3 2016 vs. Q2 2016:

  • Largest % “Yes” Score Increase: Same-Day Response to Phoned Question(s)? (+3.4%)
  • Largest % “Yes” Score Decrease: Info Rec’d About Weekend, Holiday, or Evening Care? (-3.3%)
Medical Department - Overall Satisfaction
  • Overall Satisfaction mean score increased slightly from 86.1 in Q2 2016 to 86.5 in Q3 2016.
  • The percentage of respondents reporting Overall Satisfaction as “Good” or “Excellent” increased from 90.2% in Q2 2016 to 93.7% in Q3 2016.
     
Medical Department - Satisfaction Scores

Highest Mean Score: Provider Listening (92.1, n=286)

Lowest Mean Score: Provider Wait (79.1, n=279)

Net Score Change Q3 2016 vs. Q2 2016:

  • Eight of ten mean satisfaction scores increased.
  • Largest Mean Score Increase: Pharmacy Overall Satisfaction (+3.5)
  • Largest Mean Score Decrease: Appointment Wait (-1.9)

 

Provider Wait - By Department

Family Medicine Patients:

  • Patients reported shorter mean Provider Wait Experience times and higher Provider Wait mean satisfaction scores in Q3 2016 relative to Q2 2016.
  • The percentage of patients who saw the provider in 15 minutes or less increased from 65.6% in Q2 2016 to 69.9% in Q3 2016.

Dental Patients:

  • Patients reported longer mean Provider Wait Experience times and lower Provider Wait mean satisfaction scores in Q3 2016 relative to Q2 2016.
  • The percentage of patients who saw the provider in about 30 minutes or less decreased from 96.9% in Q2 2016 to 92.4% in Q3 2016.
Reception Area - By Location

Highest % “Excellent” Score: Ephrata Dental (66.7%, n=15)

Lowest % “Excellent” Score:
QCHC Medical (43.2%, n=74)

Reception Staff Courtesy & Helpfulness % “Excellent” scores decreased at four of five locations in Q3 2016 relative to Q2 2016.

  • Only % “Excellent” Score Increase: QCHC Dental (+3.8%)
  • Largest % “Excellent” Score Decrease: MLCHC Dental (-6.9%)

About MLCHC

Moses Lake Community Health Center is dedicated to serving migrant and seasonal farm workers, the uninsured, underinsured and others who have difficulty accessing care.  READ MORE...

This health center is a Health Center Program grantee under 42 U.S.C. 254b, and a deemed Public Health Service employee under 42 U.S.C. 233(g)-(n).

  

Moses Lake Community Health Center

605 Coolidge Street
     Moses Lake, WA 98837

 (509) 765-0674
 (800) 371-8638
Nurse Advice Line
    (509) 765-0674

info@mlchc.org

Quincy Community Health Center

1450 1st Avenue SW
     Quincy, WA 98848

 (509) 787-6423
 (800) 935-1464
Nurse Advice Line
    
(509) 787-6423

info@mlchc.org

Ephrata Community Dental Clinic

204 12th Ave SW
     Ephrata, WA 98823
 
(509) 754-6199

info@mlchc.org