Medical Department

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
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)

Medical Department
Experience 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)

Medical Department
Appointment Wait

  • 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.

Dental Department

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
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

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.

Reception Area & Provider Wait

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%)

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.