COVID-19 and Patient Anxiety: Top 5 Concerns

It’s not uncommon for patients visiting the doctor to experience anxiety related to their symptoms, diagnosis, or treatment. The spread of the novel coronavirus, COVID-19, has introduced a new type of anxiety for many patients: the fear of exposure to the virus. Many Americans are even avoiding medical care due to fear of contracting the virus in a healthcare setting.

Using SurveyVitals’ comment sentiment analysis and keyword search, we reviewed patient comments specific to COVID-19 procedures in office-based practices. We identified the top five patient concerns related to fear of clinical contamination. Taking steps to address these concerns may increase your patients’ comfort level with your care.

Top 5 Patient Concerns

#1: Visitor Screening

Screening patients and visitors prior to entry may look different from one practice to the next. The Centers for Disease Control (CDC) has published recommendations for screening patients for COVID-19 symptoms and risk potential.

This screening at the building entrance gives peace of mind for patients who worry they will come in contact with someone infected with COVID-19. It is important to have a triaging process in place so patients can feel at ease in your facility.

#2: Shared Items

Patients are particularly apprehensive about handling shared items such as pens, clipboards, or tablets. Whenever possible, offer the option for patients to fill out paperwork online prior to their visit.

For patients who do need to fill out forms onsite, disinfect pens and clipboards after each use. Consider having a clearly-labeled ‘clean’ set of pens and clipboards for patients to use.

In the waiting room, remove magazines and toys. If wifi is available, post the login information so patients can use their phones while they wait.

#3: Waiting Room Distancing

Many patients express discomfort with their proximity to other people in the waiting room. The CDC guidelines for clinic COVID-19 preparedness specify that waiting rooms should be set up to allow for six feet of distance between patients. Use signs to designate seating as off-limits, or remove chairs from the waiting room to provide adequate social distancing.

For check-in and check-out, place markers on the floor for patients to stand on to maintain six feet of distance.

If social distancing is not feasible in your waiting room, consider having patients wait in their cars or in a designated outdoor waiting area. If possible, you may also set up partitions inside.

#4: Face Masks

The CDC has published recommendations regarding personal protective equipment (PPE) for clinicians and symptomatic patients. However, required use of masks by all staff (both clinical and office) as well as patients and visitors is important in reducing patient anxiety about COVID-19 exposure.

If masks are required at your facility, make the policy known when scheduling the appointment and again with any reminders sent to the patient.

Sometimes patients can have difficulty with understanding their provider or another staff member due to mask use. Before removing your mask, view this article on communicating effectively while following COVID-19 prevention procedures.

#5: Offering Supplies

It’s crucial to offer hand sanitizer and tissues, and to ensure patients can easily access trash cans and soap at sinks. Patients without access to these supplies are likely to experience anxiety about contamination, especially if they have had to handle shared items such as pens, or if they’ve had to touch door handles or equipment.

SurveyVitals Study of Patient Views on COVID-19

Since March 2020, SurveyVitals has surveyed over 100,000 patients to capture public sentiment regarding COVID-19. View the ongoing study here and sign up for a demo today to learn how you can take part while collecting valuable feedback about the patient experience in your organization.

July 23rd, 2020 Categories: Best Practices, COVID-19, featured, Outpatient Practice

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New Features: Telehealth Survey and Updated Survey Interface

The SurveyVitals solution is continuously evolving to fit our users’ unique needs–healthcare organizations of all sizes and specialties. Improvements and new developments to the online reporting patient experience platform come as a result of direct input and asks from clients.

Our newly released telehealth survey solution makes it easy for practices providing both in-person visits and audio/visual offerings to understand and measure what might feel like a new experience. Additionally, the patient survey interface has been optimized to improve user experience. To learn more about these releases, read below or contact your SurveyVitals account manager.

Interested in learning more about SurveyVitals? Request more information here.

Telehealth Survey

Due to the spread of the novel coronavirus, COVID-19, more healthcare organizations are offering virtual visits than ever before to reduce the risk of exposure to patients and staff. To help our clients adapt, we developed the Telehealth Patient Satisfaction Questionnaire (TPSQ).

The telehealth survey features 12 questions about the patient experience with virtual visits within your healthcare organization. These questions cover scheduling the visit, logging on, provider communication and interactions, and willingness to recommend.

The telehealth survey easily adapts to your workflow. Organizations offering both in-person and telehealth visits can upload a single patient list for both visit types, so no additional work is needed after survey setup is complete.

Updated Survey Interface

Our new digital survey interface was designed to improve the user experience for patients while taking the survey. The update ensures a consistent experience and furthers patient accessibility. Over 90% of SurveyVitals digital surveys are completed on mobile devices.

Telehealth Survey New Interface

If you are interested in enabling the telehealth survey for your organization or have questions about the updated survey interface, reach out to your SurveyVitals Account Manager or contact us using the blue chat icon at the bottom of the screen.

June 16th, 2020 Categories: COVID-19, featured, Outpatient Practice, Patient Experience

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New Feature: SPSQ Low Score Comment Prompts

Low Score Comment Prompts

Better understand patient concerns with our low-score survey logic, now included on our Standard Patient Satisfaction Questionnaire (SPSQ). When patients select a score of a ‘1’ or ‘2’ on the five-point Likert scale for any standard survey question, they will be prompted to leave a comment describing their experience in that area.

The long-term use of this feature on our Anesthesia Patient Satisfaction Questionnaire (APSQ2) has been effective in helping providers to better understand trends and improvement opportunities in specific areas. These prompts encourage patients to include details about a specific part of their experience, providing deeper insights than often gained with generalized comment prompts at the end of a survey. Please note, there will be no change to the existing SPSQ comment questions with the addition of the low score prompts.

To gain even more insight from your patient feedback, use our sentiment analysis tool to review patient low score comments. This will help you to identify the most critical feedback quickly.

Have questions about this new feature or the SPSQ survey? Chat with us using the blue chat icon below, or reach out to your client account manager. Interested in learning more about SurveyVitals? Request a demo of the solution here.

December 16th, 2019 Categories: featured, Outpatient Practice, Patient Experience, Product Features

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Surveys You Might Not Know SurveyVitals Offers

4 survey types you may not know SurveyVitals offers

SurveyVitals’ digital patient experience surveys help you gain a deeper understanding of your performance with immediate patient feedback. Did you know our solution includes many more surveys at no additional cost to help drive improvement from every angle of your practice?

1. Point of Care

Our Point of Care tool allows you to address patient concerns on the spot before the leave your facility. The survey is sent to patients on their own devices while they’re still onsite, giving you the opportunity to resolve concerns in real-time.

2. Outcomes Surveys
Global Surgical Outcomes Survey (GSOS)

The GSOS survey is sent to surgical patients post-visit to collect feedback about the recovery experience. GSOS works in sync with the Perioperative Surgical Home (PSH) model and ERAS guidelines to identify gaps in care and spot opportunities to improve outcomes.

Emergency Medicine Outcomes Survey (EMOS)

The EMOS survey is sent to patients following an Emergency Department visit. It collects patient feedback related to understanding the recovery plan and accessibility to follow-up care.

3. 360° Surveys

As a part of our 360° solution, we offer a variety of internal and stakeholder surveys to help you better understand the perceptions of employees, peers, surgeons, physicians, and third party groups who work with your organization.

Employee Satisfaction

The Employee Satisfaction survey collects feedback to help increase teamwork, reduce turnover, and keep your teams motivated. The survey assesses individual employee perceptions about the organization, professional interactions, performance, job duties, and more.

Peer-to-Peer

The Peer-to-Peer survey aims to increase accountability and awareness of workplace conflict. Employees rate their peers in a number of areas including attitude, communication, competency, responsibility, teamwork, and timeliness.

Physician Satisfaction

Intended to prevent physician burnout, the Physician Satisfaction survey gathers insights from physicians about their quality of life in the workplace. Drive positive change with candid feedback from your physicians in a number of areas.

Referring Physician

Maximize your referral opportunities with the Referring Physician survey. Receive feedback from referring physicians on reports, recommendations, and interpretations they receive.

Anesthesiologist Surgeon Satisfaction

The Anesthesiologist Surgeon Satisfaction Questionnaire gathers important input from surgeons who work alongside anesthesia providers. This survey gives anesthesia providers valuable insights to strengthen relationships and increase safety and efficiency.

Third Party Group Evaluation

Enhance your third party relationships with feedback from your hospital and facility partners about your care, safety, responsiveness, clinical competency, cost efficiency, support, and more.

4. CAHPS

SurveyVitals is certified by CMS to administer nine different CAHPS surveys. The transition to value-based care has made CAHPS surveys mandatory for many facilities. The CAHPS surveys we offer are:

Note: There may be an additional cost to administer CAHPS surveys.

Questions?

Have questions about the SurveyVitals solution or any of the surveys we offer? Reach out to us today at support@surveyvitals.com or contact us using the blue chat icon below.

August 28th, 2019 Categories: Anesthesia, CAHPS Surveys, Emergency Medicine, featured, Outpatient Practice, Patient Experience

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Introducing the SurveyVitals Improvement Center!

Introducing SurveyVitals Improvement Center

SurveyVitals is excited to announce the launch of the Improvement Center in our client portal!

Our reporting, alerts, and dashboards have given our clients the real-time data needed to identify trends and work toward improving the patient experience. The Improvement Center takes the solution to the next level with a wealth of educational videos and articles to aid providers in targeting improvement where it is needed most.

To get started using the Improvement Center, login to your portal and click ‘Improvement Center’ in the left navigation. Browse general resources on the Improvement Center homepage, or view resources by survey. Survey-specific content is broken down by question group.

Not sure where to start? Use the Report Builder to analyze your data and comments and identify improvement opportunities. Then utilize the resources in the Improvement Center to gain a better understanding of what may help your patients in those areas.

SurveyVitals created the Improvement Center using input from top performers combined with extensive scientific-based research into the patient experience. Check back often for new content as our improvement resources evolve and grow with your solution.

Learn More!

May 6th, 2019 Categories: Anesthesia, featured, Outpatient Practice, Patient Experience, Product Features

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Nurses Rate the Highest in These 3 Areas

Nurse Communicating With Patient
It is National Nurses Day!

To celebrate, we wanted to highlight what makes nurses so special! Using data from 96,571 SurveyVitals® patient satisfaction surveys received in 2016, we examined nurses’ top scoring areas among patients.

Check out our lists for both the Anesthesia Patient Satisfaction Questionnaire (APSQ) and the Standard Patient Satisfaction Questionnaire (SPSQ).

Anesthesia APSQ

1. Ensure Comfort

Patients rated nurses highest when it came to ensuring their comfort during the surgical experience.

2. Decision Prep

Patients consistently said nurses helped them make more informed decisions about their care.

3. Privacy Respected

Nurses scored well among patients for keeping their health information confidential and providing a sense of privacy in the exam room and beyond.

Outpatient SPSQ

1. Courtesy

Patients most frequently said nurses were courteous, rating this attribute highest when compared to other areas of the provider-patient relationship.

2. Confidence

Patients felt confident in their nurses’ abilities, consistently giving high scores in this area.

3. Sensitivity

Nurses scored well among patients for showing sensitivity to their needs and actively listening.

*Results derived using mean scores from 87,318 completed Anesthesia nurse anesthetist surveys and 9,253 completed Outpatient nurses surveys. Data collected between January 1, 2016, through May 1, 2016.

What do you think? Is this consistent with your patient feedback scores? Share this article and join the conversation using the hashtag #NationalNursesDay.

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May 6th, 2016 Categories: Ambulatory and Outpatient Surgery, Anesthesia, featured, Outpatient Practice, Patient Experience

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Patient Experience by Age, Gender, Anesthesia or Outpatient

Doctor Speaking to Patient
Check out some key takeaways from our Q1 ratings-by-gender wrap-up.

Below are results from 300,660 SurveyVitals® patient surveys for both the Anesthesia Patient Satisfaction Survey (ASPQ) and the Standard Patient Satisfaction Questionnaire (SPSQ).

Anesthesia APSQ


Most Satisfied

Females 25-34


Women 25 to 34 anesthesia satisfaction

Least Satisfied

Females 75+


Women 25 to 34 anesthesia-satisfaction


Using the likert scale of 1-5, the following chart shows gender plots of the Anesthesia patient satisfaction composite score (the mean of all rating questions excluding the overall rating) vs age group.

APSQ Demographics

Anesthesia APSQ

Age Group Breakdown

Individuals aged 25-34 were the most satisfied with their anesthesia provider when compared to other age groups Individuals aged 75+ were least satisfied with their anesthesia providers than their younger counterparts.

APSQ Composite

Outpatient SPSQ


Most Satisfied

Females 65-74


Women 25 to 34 anesthesia satisfaction

Least Satisfied

Males 18-24


Women 25 to 34 anesthesia satisfaction

Using the likert scale of 1-5, the following chart shows gender plots of the Standard patient satisfaction composite score (the mean of all rating questions excluding the overall rating) vs age group.

SPSQ Demographics

SPSQ

Age Group Breakdown

Individuals aged 18-24 were the least satisfied with their health providers when compared to their older counterparts. Alternatively, individuals aged 65-74 were the most satisfied with their provider.

SPSQ Composite




            *Results derived using composite mean scores from 300,660 completed SurveyVitals patient surveys collected between January 1, 2016, through March 31, 2016 (Quarter 1).



What do you think? Does this correlate with your experience? Do you change care based on gender or demographics? Join the conversation now.

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April 25th, 2016 Categories: featured, Patient Experience, Product Features

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