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Helath Information Management

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Submitted By jess7102184
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Quality and Performance Improvement In Healthcare

Case Study Chapter 6

Measuring customer satisfaction by conducting surveys is an important and common

method. I thought this survey was pretty well laid out. It defined the goal clearly and the format

was clear and precise. The clarity of words was good and was at a level for everyone to

understand.

The formatting and content of the survey was consistent and all similar questions were

formatted the same way. The survey had a variety of open-ended questions, where responders

could answer freely in their own words and also structural questions, where your answers are

limited to a “yes” or “ no”. Some questions may give you the option of “other” as a choice,

where you can write in a desired answer of your choice.

Using words, phrases, terms that everyone can understand is important. This helps reduce

ambiguity. I do feel careful wording was given here, as everything seemed easy to read and

understand. The survey seemed to be organized and font seemed to be all the same size.

Although I may make the font just a little larger as it seems to be quite small.

I like the open-ended question at the end of the survey about how they can improve and

add to their services. I think this gives people the opportunity to let them know what they feel

to be changed or what they are doing right.

Overall I think it was pretty self-explanatory, and well laid out for people to understand.

If to many structural questions were asked, I think it would limit the number of responses and

standardize the data being collected. This is where the choice of “other” comes into play.

By clicking on other, it gives the responder the option to explain why the other choices do not suit

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