1. THE FAMILY HEALTH CENTER PATIENT SATISFACTION SURVEYS Collected May 2013

2. SUMMARY OF SURVEY FINDINGS

3. SURVEY FINDINGS Total number of respondents: 555 (147 hard copy, 408 online via SurveyMonkey) Basic descriptive statistical analysis was conducted – no tests of significance. The majority of respondents answered questions based on their usual provider. 45% of all respondents had been seen recently (within the past 3 months).

4. SURVEY FINDINGS, CONTINUED Questions 1-13, 23, 26, and 30-34 directly correspond with the 12-Month Survey 2.0 for Adults (CAHPS Clinician & Group Surveys). Answers may be compared with national benchmarks. Questions 14, 15-20, 22, 24-25 and 26 have altered question format or additional answer choices not offered in the CAHPS 12-Month Survey 2.0. If survey will be repeated in future to compare against national benchmarks, questions should be altered to correspond with CAHPS question and answer formats.

5. SURVEY FINDINGS, CONTINUED A small number of patients have called the office after hours with a medical question (Question 10). Males and females ages 18 to 24 seem slightly more dissatisfied than respondents in other age groups. Did not do any tests of statistical significance, however. A larger proportion of men report having good, very good, or excellent mental health.

6. SURVEY FINDINGS, CONTINUED. Slightly older males and females report having achieved a higher level of education (four years of college or higher). Respondents who reported having attained a higher level of education (four years of college or higher) were more likely to report having good, very good, or excellent physical health.

7. DATA BASED ON ALL PROVIDERS

8. PROVIDER INFORMATION

9. PROVIDER INFORMATION, CONTD.

10. IN THE LAST 12 MONTHS…

21. MOST RECENT VISIT

35. CLERKS AND RECEPTIONISTS

38. RESPONDENT DEMOGRAPHICS

46. ADDITIONAL COMMENTS

47. MOST FREQUENT TOPICS

48. WAIT TIME “The wait time for my primary is much too long - Never less than 1 hour. The last two times I called the nurse triage line - I did not receive a call back” “The time spent waiting in line for check-in is too much. Better organization might reduce this. Perhaps one line for scheduled patients and one for walk-ins.” “You know, in the last 3 or 4 years, I do not believe I have waited any less than 1 hour in the waiting room, including being taken to an examination room, to see my physician. It really is ridiculous in this day and age.”

49. COMMUNICATION (PHONE, RX REFILLS, FOLLOW-UP CALLS, ETC.) “This is the best doctor's office. I enjoy how nice they are to me and when I am here I always get a phone call right back when I call.” “My doctor is very nice. She always gives me the answers to my medical questions. Thank you all. This is a great practice that makes itself available to you by phone and at the office. I recommended this place to my family and most of them come here. “ “The FHC always seem to be having issues with their phones or something else. When calling the FHC, there is often a very long hold time making it not convenient. I ended up going to Urgent Care because I never could get through to the FHC via phone to schedule an appointment.” “Calling the office and leaving a message for someone to call back about an appointment, etc. is useless in my view. There have been times I have had to call again the next day to get one, so I just keep calling until someone answers. Also, the doctor is excellent, but depending on "some" of the office people leaves something to be desired. “

50. FRONT DESK/OTHER STAFF “Arden Family Health is in DESPERATE need of qualified office Staff. Too many mistakes, and often unhelpful. The e- mail alerts are useless! Your phone system (or Windstream) is far too unreliable for a doctors office! “ “I just wish that you could keep the same receptionist instead of changing so much. I love the fact that Trish is always the lady that checks me out and makes my next appointment” “The receptionist seemed unsure of exactly what she was doing but I have never had a bad experience here. Other than that, everyone is very professional and I feel very safe and secure concerning my health issues. Dr. Clemenski had always been available when needed and ready to answer any questions or concerns I have had.”

51. WEBSITE/PATIENT PORTAL “The website for FHC is not user friendly. I have never been able to log in and access my records, appt. info, etc. and help is nonexistent” “The website is hard to get on. I have not been able to access it in a while. I need to provide a security answer but there is no question. So it will not email a password reset.” “I LOVE the fact that I can e-mail the office, doctor or nurse and even schedule an appointment online. I also like getting my lab results via e-mail. Thanks so much! I am a very happy patient!”

52. SCHEDULING/APPOINTMENTS “Can appt schedule system allow 12 month interval? If not, can system be modified to enable this capability?” “I have a hard time to ge my primary doctor at work, I think she is part time only. I would like to see my dr.on a regular basis. I am considering to change doctors soon.” “Very difficult to see my MD if I call 1-2 days in advance or same day” “Have not seen physician in several years; have been able to be treated in walk in clinic by PA.” “When I call this office to make an appointment I spend to much time on hold trying to get someone to answer, and most time after 15 minutes I just hang up” “I really like the walk in morning clinic and the Saturday hours.”

53. QUALITY OF SERVICES “I appreciate the help I got with an earache last week. Very prompt and helpful when I was hurting” “When I saw my Doctor I was experiencing a gap in health insurance and was worried about the cost, however I had a pressing health need ( I had a persistent rash for months). I called to verify the cost of an appointment and was given a range of $50 - $70 for the visit if I could pay the day of my visit and told my doctor I was without insurance. I spent about 5 minutes with my Doctor before he told me he didn't know what it was, and call back to be referred to a dermatologist. After my appointment I was charged $120 for my appointment. I was very upset about this and will likely switch primary care doctors now that I have new insurance. Please work harder to let patients know the accurate cost of services if they call in advance. It is usually because money is tight and paying for medical care means going without in another area of life. Thank you for listening.”

54. BILLING “You should bill for quick telephone answers to questions that require the doctor's time.” “Billing does not always seem accurate.”

55. MISC. “Have always been happy with Asheville Family--3 generations” “The Family Health Centers are excellent for our family, thank you.” “We receive wonderful care from the receptionists, CAN/Techs, PA, FNP, and MD in office and on call.” “Would not consider going anywhere else for my healthcare Very satisfied with the care from this health center”