Red flags show when to benchmarkWhen do you need to benchmark your patient satisfaction survey process?John Herringer, associate director of the department of standards for the Joint Commission on Accreditation of Healthcare Organizations in Oakbrook Terrace, IL, gives a few red flags that would indicate that an agency needs to benchmark:
• Your survey results always show 100% satisfaction.
"Maybe the way you’re phrasing the questions is not really getting to the point," Herringer suggests. "Sometimes your choices of answers don’t allow them to say what they want to say."
• Your surveys have a low response rate.
"If only 10% surveyed reply, then what is that really telling you? Why are the others not responding?" he continues. "Is it because they’re apathetic, or maybe they’re not satisfied and they don’t want to tell you that?"
• Your surveys reveal some key problem areas that need to be addressed.
"When the results are lower than you’d like to see, you need to discover why that’s happening," Herringer says.