As scientists, we measure what we do. We create studies, evaluate variables, and try to figure out the best course of action. Without objective points of reference, we can’t move forward and progress in a meaningful way. We treat the business of KCDPC no differently, which is why we asked our patients to fill out an annual survey:
This year’s survey allowed us to figure out what our patients like — and what they don’t like — about us (anonymously; we were looking for critical feedback). It also allowed us to use “industry standard” questions so that we, as part of the DPC community, can start “proving” what we do — for better or worse.
Here’s What we Learned
Who we serve:
- About 65% of our patients are employed; two-thirds of these work full time, one-third work part time.
- A remarkable 25% of our patients are self-employed, small business owners, or independent contractors
- The remainder are students, currently unemployed, or work on an as-needed basis
- 65% of our patients have insurance; 35% don’t.
- Household income runs the gamut, but it’s actually a pretty standard bell curve:
- Most of our families make between $50,000 and $75,000
- Half are below, half are above
- When we ask about the importance of different factors regarding KCDPC membership, the ones that are generally most important (the tall purple bars) are the time spent with the doctor and the personal, good fit with the doctor. Those in the next tier of importance are low-cost labs/medications and open email communication.
- The one thing that didn’t seem to matter: our geographic location.
- We asked a free-text question, “Are there any additional reasons, not listed in the above table, that led you to become a KCDPC member?” which created the following word cloud:
- We also asked, “What do we do well?” and got these responses:
- We asked a whole slew of questions about the provider’s willingness to listen carefully, the provider taking time to answer questions, thorough examinations of problems, advice on health, among others, and scored well in these aspects. However, we scored the lowest on these marks:
- We asked, “What do we need to improve at KCDPC” and found that these were the areas where people were the most vocal:
- First of all, 18 respondents said some variation of “Can’t think of anything,” or “Nothing,” — which feels good!
- Each of the following had 3-4 comments:
- Our scheduling would be easier if it was automated; the app doesn’t work well.
- We need more hours/availability (like Fridays!)
- Staffing seems slim, with comments ranging from “More Laurin!” to “Duplicate yourself!”
- We can be better at follow up and communication — from getting more on the ball for preventive visits to making sure we round back with people when we promise them information.
- There were a few one-off comments — our signage could be better, the decor could use help, close attention to charges/transactions, and the ask for a second location.
So now that we know all this, what are we going to do? Stay tuned. We’ll be sharing our new year’s plans in January.