Use a simple form to survey HIM "customers"
HIM Connection, May 25, 2004
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The clinicians, departments, and administrators that rely on your expertise probably have some valuable suggestions you can use to improve the services in HIM. Don't be afraid to pass out a "customer-satisfaction" survey to ask the hospital staff what they think about your services.
Compile a list of questions you'd like to ask, and include a scale from 1 to 5 for responses-1 for poor and 5 for excellent. Use the following sample questions to get started on your own customer-satisfaction survey:
- How does HIM department's service rate on a scale of 1-5?
- Did members of the HIM department treat you with respect and courtesy?
- Were staff approachable when you asked a question or made a suggestion?
- How would you rate the ease of working with HIM staff on a scale of 1-5?Did you receive requested information in a timely manner?
- Was the information accurate and presented in an understandable and useful format?
- What prevented us from rendering excellent service?
- What suggestions do you have for improving this lapse in service?
- If service was excellent, why? How can we ensure that kind of service in the future?
Be sure to ask respondents which department they represent and the date upon which they filled out the form.
Honest, constructive feedback is the first step to improving service. Find out what your hospital thinks of the work you're doing so you can show them just how professional the HIM department is. We think you'll be pleasantly surprised with positive responses.
This week's excerpt is adapted from "50 Essential Forms for HIM Directors." Click here to order more, or check out our Editor's Choice below to learn more about the excellent documentation solutions this book provides.
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