2019 © Greater Elgin Family Care Center. All rights reserved.

Greater Elgin Family Care Center Patient Satisfaction Survey

McHenry Community Health Center October, 2019

Our patients are at the center of everything we do. For that reason, we regularly assess our patients’ satisfaction with our services and staff. We assess patient satisfaction 4 times a year through our quarterly Patient Satisfaction Survey. We are happy to offer you the most recent results.

McHenry CHC Survey Questions

Level of

Satisfaction October,

2019

Level of

Satisfaction July,

2019

Level of

Satisfaction April,

2019

Level of

Satisfaction

January,

2019

1. The phone operator staff and call center 90% 92% 92% 92%

2. The reception staff 92% 93% 94% 93%

3. Receiving a timely appointment 90% 93% 92% 91%

4. Education and explanation of plan provided

in a way that I can understand 93% 94% 94% 94%

5. The follow up and coordination of my care 92% 94% 94% 93%

6. The staff addressing my medical needs today 93% 94% 94% 93%

7. The time spent waiting 87% 90% 89% 87%

8. The respectfulness of staff 93% 94% 94% 93%

9. Receiving test (X-ray and/or lab) results and

recommendations in a timely manner 91% 92% 91% 91%

10. The handling of my personal medical

information in a private and confidential

manner

93% 93% 94% 93%

11. Your medical assistant 94% 95% 95% 94%

12 Your health provider (doctor, nurse

practitioner, midwife, or physician assistant) 94% 95% 95% 94%

13. Overall, how satisfied are you with the Health

Center? 93% 94% 94% 93%

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DIRECT QUOTES The following is the universe of DIRECT QUOTES taken from questions 14-18 on the Patient Satisfaction Survey form from the survey participants. There has been no editing for spelling, grammar, etc; the comments are taken from the forms AS IS: 14. Have you left a message for a staff member in the last week? If so, what was your experience? English NO – 95 YES – 4 N/A – 23 Comments: “Always very helpful.” “Excellent.” “HORRIBLE, I’ve called numerous times got left in the dust.” “Yes, thanks to the receptionist for her tolerating my problems. All worked out.” “Received a reply in a timely manner.” “Got back quickly to me & very respectful.” “Great.” “No, however I did in the past month & no one returned my call even after speaking with someone about meds I needed.” “Yes, good.” “Yes, they called back.” “I have not left a message for a staff member in the past week.” “The service provided was awesome.” “Good and timely.” “Yes, left a note for the dr. and had it returned right away.” “All the staff were wonderful. No wait time.” Spanish NO – 61 YES – N/A –3 Comments: “Very good.” “Muy bien.” 15. What is most helpful for you at Greater Elgin Family Care Center? English a. “Convenience to home.” (Chinweze) b. “Everything.” c. “Nothing. I felt very unheard and very disrespected.” (Chinweze) d. “All people here are wonderful!.” (Colon) e. “My therapist and doctor.” (Talwar) f. “Variety of providers.” (Chinweze)

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g. “Friendliness and courtesy of staff.” (Genson) h. “The ease of getting in to see the doctor.” (Aphaivong) i. “Getting the physical & medication needed.” j. “Time.” k. “Staff is great.” (Ali) l. “Availability.” (Bachelder) m. “Affordability.” n. “Empathy.” o. “The PA.” p. “Great staff and empathy.” q. “Figuring out care plan for my daughter.” (Bachelder) r. “The staff.” (6) s. “Everyone.” t. “That I can come here even when I live in Wisconsin.” u. “The information given.” v. “N/A.” (5) w. “Dr. got on the phone and made sure my meds would be ready for me at the pharmacy after a problem occurred.” (Chinweze) x. “Location & staff members are informative.” y. “None.” z. “Appointment on time.” aa. “Understanding vaccination exemption.” (Colon) bb. “Doctors everyone is so nice.” cc. “Talking to Dr. -informative about my health.” dd. “The kindness & speed of care. Abel to be informed fully and not feel rushed.” ee. “Location, the counselor we are seeing.” (Genson) ff. “Ease of getting appointment.” (Mattes) gg. “Quick response.” hh. “Therapy.” (2) ii. “My doctor.” jj. “Ease of access to care.” kk. “Concerns better decisions handling fax for medications request thru pharmacy in a timely manner.” ll. “The cost.” mm. “Medical assistants are great at what they do.’ nn. “The state insurance worker in office.” oo. “The girls are always really nice Christina was really helpful and kind.” pp. “Everything was explain.” (Mattes) qq. “Respond on time.” rr. “People trying their best, and listening to each other it gives me hope.” ss. “The doctors here and the therapist.” tt. “Billing me.” (Talwar) uu. “Hours on line.” (Colon) vv. “Staff informs you well with info that you need.” ww. “Dr. Patel, Dr. Talwar.” xx. “Call center.” (Bachelder) yy. “The timely appt.” (Patel)

zz. “Sliding scale Thank you.” (Aphaivong)

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aaa. “Close to home.” (2) bbb. “Courtesy.” (Colon) ccc. “Getting my son care.” (Ali) ddd. “Communication.” (2) eee. “Dr. Ali.” (Ali) fff. “Recv. Vaccines.” (Colon) ggg. “How easy it is to schedule an appointment.” hhh. “Everything.” (2) iii. “Ok.” jjj. “No wait time.”

kkk. “Dr. Ali is amazing! The only pediatrician I’ve trusted. Very satisfied with her care .” (Ali) lll. “Flexible appointments.” (Scott-Diltz) mmm. “Same day appointments.” nnn. “Professional and friendly manner of staff.” (Colon) ooo. “Very helpful, cooperative, patience, good understanding of patient.” ppp. “Being able to get in right away.” (Mattes) qqq. “Always genuinely kind staff & providers.” rrr. “Everyone was great.” sss. “Very kind and great services.” (Mattes) ttt. “The doctor was amazing & through.” (Scott-Diltz) uuu. “All your help.” vvv. “Doctor.” www. “The people and service.” xxx. “The doctor is very informative and the staff is very friendly.” yyy. “No waiting. Friendly.” (Talwar) zzz. “My doctor.” aaaa. “Dr. Talwar.” bbbb. “Kind staff.” cccc. “Location and coverage.” (Ali) dddd. “Dr. Talwar is the most helpful/supportive psychiatrist I have ever worked with.” (Talwar) eeee. “Mark is very good at what he does. Very helpful to my becoming a better person every day.” ffff. “Doing what they say that there going to do.” Spanish a. “The service.” “El servicio.” b. “The ability to make appointments and reminders.” “La abilidad en hacer citas y el recordatorio.” (Ali) c. “Family care.” “Cuidado familiar.” (Aphaivong) d. “Your services.” “Sus servicios.” e. “Close to home and they charge depending on my salary.” “Cercania a casa y que me cobran conforme a mi salario.” (Aphaivong) f. “Call to remind appointments.” “LLamar para recordar citas.” g. “The translators.” “Las traductoras.” (2) h. “The easiness of the appointments.” “La facilidad para las citas.” (Schott-Diltz) i. “The attention they give the patient.” “La atencion que le dan al paciente.” j. “Maintain my family with good health.” “Mantener a mi familia con buena salud.” (Ali) k. “It is close to home and they have good attention.” “Esta cerca a casa y tienen buena atencion.” (Ali) l. “Everything is good.” “Todo esta bien.” (4) m. “Everything.” “Todo.”(2)

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n. “N/A.” (2) o. “Economical.” “Economico.” (Mattes) p. “The attention.” “La atencion.” q. “My appointments on time.” “Mis citas a tiempo.” r. “Spanish/English.” “ Espanol/Ingles.” s. “The orientation.” “La orientacion.” t. “The bilingual people.” “Las personas bilingues.” u. “None.” “Nada.” v. “That they speak Spanish.” “Que Hablan espanol.” (2) w. “Kindness.” “Amabilidad.” x. “Close to home and the personnel.” “Cerca a casa y el personal.” (2) y. “They give you appointments the same day.” “Te dan citas el mismo dia.” (Patel) z. “My babies health.” “La salud de mis bebes.” aa. “They give me appointments when I need them.” “Me dan citas cuando las nesesito.” (Mattes) bb. “All the services.” “Todos los servicios.” (Aphaivong) cc. “Close to home.” “Cerca a casa.” (2) dd. “Reception is very kind.” “Recepcion es muy amable.” (Aphaivong) ee. “Make more appointments.” “Hacer mas citas.” ff. “Excellent service always.” “Excelente servicio siempre.” gg. “Fast services.” “Servicio rapido.” hh. “They answer my doubts.” “Me contestan mis dudas.” ii. “No comments.” “No comments.” jj. “The reception people.” “Las de recepcion.” (2) kk. “They treat me good.” “Me tratan bien.” ll. “They help a lot.” “Ayudan bastante.” mm. “About my pregnancy.” “Sobre mi embarazo.” nn. “The help is very fast.” “La ayuda es muy rapida.” oo. “They are very respectful they always answer my questions.” “Son muy respetuosos siempre contestan mis preguntas.” (Ali) pp. “Everything is good.” “Todo esta bien.” 16. How can we improve Greater Elgin Family Care Center? English a. “Make hand sanitizer more available & be timely with your appointments since we need to come in early.” (Bachelder) b. “Just continue to grow. Everything was fantastic.” c. “More time w/Dr.” d. “Timely refills of prescriptions.” (Chinweze) e. “None.” (5) f. “More magazines.” (Ali) g. “Everything was good.” (2) h. “To know my spend down before I get care done.” i. “More time with doctor would be nice.” j. “Nothing.” (5) k. “Rhonda did not address my medical needs; she was rude and neglectful.” (Scott-Diltz) l. “In the past I have had rudeness from staff, especially being 1 min late in a snowstorm when I was pregnant. I know the policies are important but the staff was rude to me about it. Maybe in a snowstorm it’s okay for a pregnant mom of a toddler to be late?”

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m. “N/A.” (22) n. “Not sure.” o. “Time.” p. “Wait time on the phone.” (Aphaivong) q. “Nothing at this time.” (2) r. “Keep up the good work.” (Talwar) s. “Listening to patient.” (Chinweze) t. “Very good clinic, been here for a few years. Very good care.” u. “Keep doing what you doing.” v. “When you call to make appts staff can be rude. Another issue was my son (15 yrs old) was getting blood work for the first time & she didn’t talk to him at all or explain as she was doing things. That can be scary your first time & I didn’t fell that was right of her. Thank goodness that I was in the room to explain what she was doing as she was doing it!” (Scott-Diltz) w. “Keep up the great work!” (Mattes) x. “Its all good.” y. “So far good experience.” z. “More availability if possible - it’s very hard to get an appointment in a reasonable amount of time. Everything is usually booked out for at least a week.” (Ali) aa. “Ok.” bb. “Ensuring patients are seen at appointment time.” (Hering) cc. “Nicer staff.” (Colon) dd. “More Dr. Time.” (Talwar) ee. “Your survey is inherently flawed your capable of being better… I hope? insufficient data for meaning answer? (Colon) ff. “Make sure staff doesn’t treat patients like they’re crazy and make fun of their shoe choice.” (Ali) gg. “Maybe play area for kids?” hh. “Make the calendar for appointment for more than 3 months.” ii. “Free snacks LOL.” jj. “You cant.” (Ali) kk. “Unknown.” ll. “Educate more.” mm. “To come back at a later date for blood work and then have to schedule a visit to get results of blood work etc it’s a bit too much and too stressful on top of all the things I discussed with the nurse. Abusive relationship, not able to eat, think or sleep. I feel like there is much added stress. Some doctors office perform blood work, etc

that same day .” nn. “Practitioner needs to discuss everything w/patient that is on patient plan. Multiple times there has been surprise info on my patient plan not discussed in person.” (Aphaivong) oo. “More magazines.” pp. “Call backs when promised, I was very upset b/c im pregnant and was sick and worried.” (Forster) qq. “Wait times.” rr. “Can’t think of anything at this time.” ss. “Less wait times and communication.” Spanish a. “Nothing everything good.” “Nada todo bien.” (2) b. “No comment everything is good.” “No comentarios todo esta bien.” (Colon) c. “I’m satisfied.” “Estoy satisfecha.” d. “Everything is very good.” “Todo muy bien.” (16)

7

e. “No comment.” “No comentario.” f. “Answer the phone calls.” “Contestar las llamadas.” (Genson) g. “Have connections with big hospitals in Chicago for people who don’t have insurance and we need treatment or surgeries.” “Tener conexión con Hospitales grandes en Chicago para personas que no tenemos seguro medico y necesitamos de algún tratamiento o operación.” h. “Making the wait time les time.” “Haciedo la espera mas corta.” (Aphaivong) i. “Only that the doctor hurries up my appointment was at 4:00 and i didn’t get into the room until 5:00 why doe she takes too long?.” “Solo que su doctora se apure mas mi cita tuve a las 4:00 y me pasaron al cuarto hasta la 5:00 porque se tarda mucho ella? (Mattes) j. “The operators always make the wrong appointments or they give you the wrong appointment time and honestly they make you mad because you loose your day at work just for them to tell you that you don’t have an appointment.” “Las operadoras siempre hacen mal las citas o dan el tiempo incorrecto y la verdad molesta mucho qur le haganperder el día de trabajo a la gente para que lleguemos y nos digan que no tenemos cita hecha.” k. “Call with the test results, I have to come pay so they can tell me that everything is fine and all you had to do was call me. Other places they do that why not here?” “Llamen con los resultados. Tengo que venir a pagar a que me digan que todo salió bien y solo pudieron haberme llamado. Otros lugares si hacen eso porque aquí no?” (Aphaivong) l. “More time with patients.” “Mas tiempo con pacientes.” (Mattes) m. “Just give us one medical provider to see all the time.” “Colocando solo un proveedor medico para el paciente.” (Colon) n. “None.” “Nada.” o. “N/A.” “N/A.” p. “The wait to see the doctor is too long, I waited an hour today.” “La espera para ver el doctor es muy larga, espere 1 hora el día de hoy.” (Mattes) q. “The service is good continue the same.” “El servicio es bueno continue igual.” r. “The wáter tastes bad.” “El agua sabe feo.” s. “Smile all the time.” “Sonríe todo el tiempo.” t. “The time with the patient.” “El tiempo con el paciente.” 17. Would you recommend this Health Center to your friends and family? English Yes – 159 No – 7 Spanish Yes – 105 No – 0

8

Survey Questions

(5)

Very Satisfied English Spanish

(4) Satisfied

English Spanish

(3) Neutral

English Spanish

(2) Dissatisfied

English Spanish

(1) Very Dissatisfied

English Spanish

1. The phone operator staff and call

center 146

(64%) 102

(66%)

64

(28%) 41

(27%)

16

(7%) 5

(3%) 2

(1%) 4

(3%) 2

(1%) 3

(2%)

2. The reception staff 154 (66%)

104 (67%)

72

(31%) 44

(28%)

7

(3%) 4

(3%) 0

2 (1%)

0

2 (1%)

3. Receiving a timely appointment 152 (66%)

91 (59%)

60

(26%) 48

(31%)

11

(5%) 9

(6%)

6

(3%) 4

(3%) 3

(1%) 2

(1%)

4. Education and explanation of plan

provided in a way that I can

understands

171 (73%)

101 (65%)

56

(24%)

50 (32%)

5 (2%)

3 (2%)

0

0

1 (1%)

2 (1%)

5. The follow up and coordination of

my care 162

(70%) 102

(65%)

64

(28%) 47

(30%)

5

(2%) 5

(3%) 1

(1%) 0

1 (1%)

3 (2%)

Question#1

Question#2

Question#3

Question#4

Question#5

English Speaking 90% 93% 90% 94% 93%

Spanish Speaking 90% 92% 89% 92% 94%

70%

75%

80%

85%

90%

95%

Pe

rce

nt R

es

po

ns

e

LEVELS OF SATISFACTIONEnglish Speaking Patients vs. Spanish Speaking Patients

By Question

9

Survey Questions

(5)

Very Satisfied

English Spanish

(4) Satisfied

English Spanish

(3) Neutral

English Spanish

(2) Dissatisfied

English Spanish

(1) Very Dissatisfied

English Spanish

6. The staff addressing my medical

needs today

171

(73%)

107

(68%)

55

(24%)

50

(32%)

6

(3%)

5

(3%)

0

0

1

(1%)

2

(1%)

7. The time spent waiting 133

(57%)

82

(52%)

69

(30%)

47

(30%)

19

(8%)

12

(8%)

7

(3%)

5

(3%)

5

(2%)

5

(3%)

8. The respectfulness of staff 173

(74%)

103

(66%)

51

(22%)

43

(27%)

8

(3%)

4

(3%)

0

0

1

(1%)

2

(1%)

9. Receiving test (X-ray and/or lab)

results and recommendations in a

timely manner

135

(64%)

93

(64%)

52

(25%)

53

(34%)

25

(12%)

8

(6%)

0

0

0

2

(1%)

10. The handling of my personal

medical information in a private

and confidential manner

168

(73%)

100

(65%)

53

(23%)

47

(30%)

7

(3%)

4

(3%)

2

(1%)

0

1

(1%)

2

(1%)

Question#6

Question#7

Question#8

Question#9

Question#10

English Speaking 94% 87% 94% 90% 93%

Spanish Speaking 92% 86% 92% 91% 94%

70%

75%

80%

85%

90%

95%

Pe

rce

nt R

es

po

ns

e

LEVELS OF SATISFACTIONEnglish Speaking Patients vs. Spanish Speaking Patients

By Question

10

Survey Questions

(5)

Very Satisfied

English Spanish

(4)

Satisfied

English Spanish

(3) Neutral

English Spanish

(2) Dissatisfied

English Spanish

(1) Very Dissatisfied English Spanish

11. Your medical assistant 175

(75%)

109

(70%)

50

(22%)

41

(26%)

6

(3%)

4

(3%)

1

(1%)

0

0

2

(1%)

12 Your health provider (doctor, nurse

practitioner, midwife, or physician

assistant)

180

(78%)

106

(68%)

48

(21%)

41

(27%)

3

(1%)

4

(3%)

0

1

(1%)

1

(1%)

3

(2%)

13. Overall, how satisfied are you with the

Health Center?

165

(71%)

108

(69%)

62

(27%)

42

(27%)

5

(2%)

5

(3%)

1

(1%)

0

0

2

(1%)

Question#11

Question#12

Question#13

English Speaking 94% 95% 94%

Spanish Speaking 93% 92% 92%

70%

75%

80%

85%

90%

95%

Pe

rce

nt R

es

po

ns

e

LEVELS OF SATISFACTIONEnglish Speaking Patients vs. Spanish Speaking Patients

By Question

2019 © Greater Elgin Family Care Center. All rights reserved. 8

INDIVIDUAL QUESTION RESULTS WITH TRENDLINE

70

75

80

85

90

95

100

04

/14

07

/14

10

/14

01

/15

04

/15

07

/15

10

/15

01

/16

04

/16

07

/16

10

/16

01

/17

04

/17

07

/17

10

/17

01

/18

04

/18

07

/18

10

/18

01

/19

04

/19

07

/19

10

/19

#1 The phoneoperator staff and callcenter

70

75

80

85

90

95

100

04/1

4

07/1

4

10/1

4

01/1

5

04/1

5

07/1

5

10/1

5

01/1

6

04/1

6

07/1

6

10/1

6

01/1

7

04/1

7

07/1

7

10/1

7

01/1

8

04/1

8

07/1

8

10/1

8

01/1

9

04/1

9

07/1

9

10/1

9

#2 The receptionstaff

70

75

80

85

90

95

100

04/1

4

07/1

4

10/1

4

01/1

5

04/1

5

07/1

5

10/1

5

01/1

6

04/1

6

07/1

6

10/1

6

01/1

7

04/1

7

07/1

7

10/1

7

01/0

8

04/1

8

07/1

8

10/1

8

01/1

9

04/1

9

07/1

9

10/1

9

#3 Receiving a timelyappointment

2019 © Greater Elgin Family Care Center. All rights reserved. 9

70

75

80

85

90

95

100

04

/14

07

/14

10

/14

01

/15

04

/15

07

/15

10

/15

01

/16

04

/16

07

/16

10

/16

01

/17

04

/17

07

/17

10

/17

01

/18

04

/18

07

/18

10

/18

01

/19

04

/19

07

/19

10

/19

#4 Education andexplanation of planprovided in a way thatI can understand

70

75

80

85

90

95

100

04/1

4

07/1

4

10/1

4

01/1

5

04/1

5

07/1

5

10/1

5

01/1

6

04/1

6

07/1

6

10/1

6

01/1

7

04/1

7

07/1

7

10/1

7

01/1

8

04/1

8

07/1

8

10/1

8

01/1

9

04/1

9

07/1

9

10/1

9

#5 The follow up andcoordination of mycare

70

75

80

85

90

95

100

04

/14

07

/14

10

/14

01

/15

04

/15

07

/15

10

/15

01

/16

04

/16

07

/16

10

/16

01

/17

04

/17

07

/17

10

/17

01

/18

04

/18

07

/18

10

/18

01

/19

04

/19

07

/19

10

/19

#6 The staffaddressing mymedical needs today

2019 © Greater Elgin Family Care Center. All rights reserved. 10

70

75

80

85

90

95

100

04/1

4

07/1

4

10/1

4

01/1

5

04/1

5

07/1

5

10/1

5

01/1

6

04/1

6

07/1

6

10/1

6

01/1

7

04/1

7

07/1

7

10/1

7

01/1

8

04/1

8

07/1

8

10/1

8

01/1

9

04/1

9

07/1

9

10/1

9

#7 The time spentwaiting

70

75

80

85

90

95

100

04/1

4

07/1

4

10/1

4

01/1

5

04/1

5

07/1

5

10/1

5

01/1

6

04/1

6

07/1

6

10/1

6

01/1

7

04/1

7

07/1

7

10/1

7

01/1

8

04/1

8

07/1

8

10/1

8

01/1

9

04/1

9

07/1

9

10/1

9

#8 The respectfulness ofstaff

70

75

80

85

90

95

100

04

/14

07

/14

10

/14

01

/15

04

/15

07

/15

10

/15

01

/16

04

/16

07

/16

10

/16

01

/17

04

/17

07

/17

10

/17

01

/18

04

/18

07

/18

10

/18

01

/19

04

/19

07

/19

10

/19

#9 Receiving test (X-ray and/or lab) resultsandrecommendations ina timely manner

2019 © Greater Elgin Family Care Center. All rights reserved. 11

70

75

80

85

90

95

100

04/1

4

07/1

4

10/1

4

01/1

5

04/1

5

07/1

5

10/1

5

01/1

6

04/1

6

07/1

6

10/1

6

01/1

7

04/1

7

07/1

7

10/1

7

01/1

8

04/1

8

07/1

8

10/1

8

01/1

9

04/1

9

07/1

9

10/1

9

#10 The handling ofmy personal medicalinformation in aprivate andconfidential manner

70

75

80

85

90

95

100

04/1

4

07/1

4

10/1

4

01/1

5

04/1

5

07/1

5

10/1

5

01/1

6

04/1

6

07/1

6

10/1

6

01/1

7

04/1

7

07/1

7

10/1

7

01/1

8

04/1

8

07/1

8

10/1

8

01/1

9

04/1

9

07/1

9

10/1

9

#11 Your medicalassistant

70

75

80

85

90

95

100

04/1

4

07/1

4

10/1

4

01/1

5

04/1

5

07/1

5

10/1

5

01/1

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#12 Your health provider(doctor, nursepractitioner, midwife, or…

2019 © Greater Elgin Family Care Center. All rights reserved. 12

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#13 Overall, howsatisfied are you withthe Health Center?