This time around we have the pleasure of posting an entry from SFCCC's very own VISTA Volunteer, Fahad Awan. Thanks Fahad!
"On November 28, 2012 SFCCC’s Consumer Advisory Panel invited
VISTA member Fahad Awan to speak on the topic of SFCCC’s HCH Patient
Satisfaction Survey – a requirement for health center’s participating in the
federal Health Care for the Homeless (HCH) Program.
In addition to meeting funding requirements,
this survey provides information on possible operational improvements, which
are aimed to improve patient experience and care.
Patient Satisfaction Surveys allow health
centers to move beyond anecdotal feedback toward evidence-based feedback.
An example of anecdotal feedback is, “the
phone rang and rang and then it hung up!”, whereas evidence-based feedback provides
the following information, “60% of patients are VERY DISSATISFIED with phone
services at health center A”.
information allows health centers to pinpoint specific problem areas for
SFCCC’s Consumer Advisory Panel was
appreciative and enthused to learn their experiences are valued by health
As SFCCC health centers move
toward Patient-Centered Medical Home recognition tools such as Patient
Satisfaction and Experience Surveys will be more important than ever.
To further efforts in this regard, SFCCC is
planning to administer a standardized CAHPS (Consumer Assessment of
Healthcare Providers and Systems) Patient Experience
of Care survey across various safety net health centers in San Francisco this spring.
Stay tuned for more
updates in the near future!"