99% Satisfaction
Patient Satisfaction Survey Results 2011
A Message from the CEO
During the Fall months, Florida Medical Clinic conducts a Patient Satisfaction Survey utilizing the American Medical Group Association's survey tool and process. I am very pleased to report that 13,985 patients took the time to provide their feedback to us about their experience with FMC!
Our patients rated us on twelve different aspects related to their recent visit to the clinic. In every category, we improved from last year's scores!!! In the category "The Visit Overall", I am excited to tell you that 99% of our patients scored us Excellent, Very Good or Good.
We continue to make every effort to provide the best possible medical care to our patients, as well as making every patient experience the best it can be. Every employee at Florida Medical Clinic is encouraged to make outstanding contributions to attain that goal each and every day. We believe that great care and compassion make a difference in the lives of our patients, and we hope our customer service endeavors will set us apart from the rest.
If you are our patient, please know how valuable you are to us. It is our goal to continue to work hard for you, our patients, who have put their trust in our hands.
Sincerely,
Joe Delatorre
Chief Executive Officer
2010 Patient Satisfaction Results
At Florida Medical we have always strived to provide the best possible Patient Healthcare. This commitment extends beyond healthcare and includes Customer Satisfaction. In 2007 we decided to take a hard look at how we behave toward our patients, and in what areas we could improve. We set out on a fact finding and fact facing mission, we inventoried our practices, and set the results before us in black and white. Then, we reached out to the best of the best, 5 star Hotels and businesses that make their living providing superior customer service and hospitality to their customers. What we found was revolutionary.
We started on our journey of improvement in 2007, dedicated to the task at hand; we produced an abundance of data and examined it from every angle. In 2009 we introduced our Customer Service training program, including our customer service training videos, where we demonstrated core principles on providing excellent customer service. In 2010, we enhanced our customer service program through "People Map" training where we learned how to communicate better with each other, based on our people map type. We knew that great customer service had to be a choice that we made every day, and these programs were to be the staples of our continuing efforts at sustaining "5 star" treatment to our patients.
We just received our most recent survey results from the AMGA, and are excited to report our results:
In every category, Florida Medical Clinic exceeded our previous results and the AMGA norm!
That’s right… Florida Medical Clinic patients scored us higher than the previous time on every dimension surveyed! We have also exceeded the AMGA norm on every question! The AMGA only uses the "excellent" scores for each question to calculate percentile and benchmarking rankings. However, we like to look at the “excellent” and “very good” scores together and we are pleased to report that:
- 95% of our surveyed patients rated the "Personal manner of the Provider" as EXCELLENT or VERY GOOD
- 93% of our surveyed patients rated the "Explanation of what was done for you" as EXCELLENT or VERY GOOD
- 95% of our surveyed patients rated the visit overall as EXCELLENT or VERY GOOD!
- 100% of our surveyed patients would definitely or probably recommend our Providers to their family and friends!
We wanted to share this exciting news with you, and let you know that YOU are the reason we did this! We understand that going above and beyond are what you desire, and that you care about how you are treated when choosing your health care provider. We are committed to continuing the efforts at making your visits to Florida Medical Clinic an EXCELLENT experience.
