Overview: Survey Questions

The information below is to assist you during DEFINE & DESIGN: Survey Strategy & Design. It provides an explanation of each type of categorical survey, examples of survey questions, and examples of specialty-specific questions. This section is to be used as a reference guide to compile your survey(s).

Clinect Healthcare recommends your survey contain 10-15 questions, as this allows for adequate information to be gathered while keeping the length manageable for the patient.  In addition to static questions, we can enable dynamic questions that populate based on specific responses.  These ‘follow-on’ questions can provide the opportunity to capture additional information while maintaining a reasonable survey length.

Patient experience questions can be placed into categories based on the type of information being asked. Questions from multiple categories can be used to create a single survey.  Descriptions of the most common categories can be found below.  We’ve also included question examples for each. (See attachments) 

Net Promoter Score (NPS)

The NPS question is used to measure a practice’s success with patient experience, satisfaction and loyalty.  Based on the response, patients are divided into three categories: Detractors (0-6), Passives (7-8), and Promoters (9-10).  NPS is calculated by subtracting the percentage of Detractor from the percentage of Promoters. 

General Practice

This group of questions will provide feedback on the patient’s overall visit experience, focusing on non-clinical aspects.  The questions include but are not limited to cleanliness, wait times, appointment availability, and other items.

Clinical

Clinical questions are specifically related to the patient’s direct interaction with clinical staff.  These vary from rating the provider to receiving a care plan.

Revenue Generating

Clinect Healthcare can incorporate questions that will allow introduction to new or additional services the office renders.  The services will benefit the patient and generate additional revenue.

Compliance

Patient Centered Medical Home (PCMH) is now requiring the measuring and reporting of the patient experience.  Clinect Healthcare offer solutions for meeting the survey requirements for PCMH certification.

Specialty Specific

The questions in the section are directly related to specific issues regarding the type of specialist office, for example Physical Therapy, Pain Management, OBGYN.