Methods of Using Survey Questionnaires
Survey forms can be found in practice management publications or can be custom designed to meet a specific need. First, the kind of information you want to obtain needs to be identified. Then either find or create a survey form that will collect that information. Upon receipt of the completed survey, simply tabulate the question responses, read the comments, and make any necessary adjustments in your practice. You might even find out what a great office you have. Alternately, you can develop a survey that is more scientific and requires additional data processing. The following are examples of two such ways to collect this information and make interpretations:
The Mailed Survey
Mailed surveys are expensive so care should be given in determining the number of survey forms needed to be sent to obtain a meaningful or representative sample. The following are some general survey suggestions to achieve a representative sample and maximize the return rate:
Send a questionnaire to approximately 20-25% of your currently active patients. (Patients seen in the practice at least once during the past two years would be considered a good guide to determine the "active" status of a patient.)
From the active patient list, select 20-25% of the active patient names in a random fashion to avoid skewing the results. For example, pick every fifth name on the list until you obtain the sample size you desire. It does not matter if you select two adults from the same household, since they may feel differently about their dental experiences.
Prepare and mail the surveys at the same time so the results reflect "one point in time."
Provide a postage-paid return, self-addressed mailer for the patient to return the survey.
Consider providing a small incentive for responding to the questionnaire such as a dental care kit or a discount on their next dental prophylaxis.
Consider a follow-up postcard reminder that states, "If you have not completed the survey, please take a few minutes to do so. The information will assist us in assuring we provide the best service possible to our patients."
The Personal Input Survey
A survey questionnaire can be distributed to patients for completion while they are waiting for their appointment rather than mailing it to them. Alternately, portions of the sample questionnaire ( Table 3 , to be discussed on page 8) could be copied from this article, customized, and then added to a dental office web site for ongoing input from patients. Patients could access the web site from home using the Internet or by using a computer made available to them in the dental office during an appointment. This strategy would eliminate mailing costs and provide data for the practice to continuously monitor patient opinions of the practice. This personal input survey technique tends to increase the response rate. However, care must be taken to provide for patient anonymity in order to obtain candid responses.
|
|
| Page 4 of 11 |
