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Improving the quality of life for all North Texans through medical care, support services and advocacy

3rd Quarter 2016Patient Satisfaction

Survey Results

Number of Survey’s Collected

Spanish English Total

DMC 4310 124 315 439

DMC 4308 9 148 157

DSC 250 154 404

CCC 6 61 67

PCMC 45 47 92

WCMC 21 121 142

4308 Services 132 132

CCC Services 22 22

Total Number Collected 1455

Overall Satisfaction

69%

54%

71%

87%

62%

86%

25%

36%

23%

10%

23%

14%

9%

1%1%

0%1%

0%0%

0%

4% 1% 6%

0%0%

1%1%

14%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

DMC 4310 DMC 4308 DSC CCC PCMC WCMC

Overall, how was your experience today?

Excellent Very Good Just OK Poor Very Poor

Key Indicator: 94% Satisfaction(All sites combined)Excellent & Very Good

DMC 4310: 94%DMC 4308: 90%DSC: 94%CCC Medical: 97%PCMC: 85%WCMC: 100%

Overall Satisfaction- Client Services

95%

77%

4%

23%

0% 0%0% 0%0% 0%1% 0%0%

20%

40%

60%

80%

100%

120%

4308 Services CCC Services

Excellent Very Good Just Okay Poor Very Poor Skipped

4308: 99%CCC: 100%

When you call HSNT, you are able to speak to someone the same day.

90% 90%94%

90%

99% 97%

9% 9%3%

7%1% 1%1% 1% 3% 3%

0% 2%

0%

20%

40%

60%

80%

100%

120%


Yes No Skipped

When you call HSNT, you are able to speak to someone the same day.

83%

91%

17%

4.5%0%

4.5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

4308 Services CCC ServicesYes No Skipped

Client Services

The receptionist was professional and courteous.

99% 99% 98%94%

100% 99%

0% 0% 1% 0% 0% 0%1% 1% 1%6%

0% 1%0%

20%

40%

60%

80%

100%

120%


Yes No Skipped

The nurse or medical assistant was professional and courteous.

97% 95%98%

92%

99% 100%

0%3% 1% 0% 0% 0%

3% 2% 1%

8%

1% 0%0%

20%

40%

60%

80%

100%

120%

DMC 4310 DMC 4308 DSC CCC Medical PCMC WCMC

Yes No Skipped

The staff was professional and courteous.

98% 100%

1% 0%1% 0%0%

20%

40%

60%

80%

100%

120%


Yes No Skipped

Client Services

The waiting room was comfortable and clean today.

97% 95%99%

94%100% 98%

2% 4%0% 0% 0% 1%1% 1% 1%

6%0% 1%

0%

20%

40%

60%

80%

100%

120%


Yes No Skipped

The waiting room was comfortable and clean today.

98% 100%

0% 0%2% 0%0%

20%

40%

60%

80%

100%

120%


Yes No Skipped

Client Services

My health is maintained or improved because of the services I receive from HSNT.

s

47%

42%

51%

81%

46%49%

39%

47%

41%

10%

52%

46%

1% 0% 0% 0% 0% 0%1% 2%0% 0% 0% 0%

9% 8%5%

3% 2% 3%3% 1% 3%6%

0%2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%


Strongly Agree Agree Disagree Strongly Disagree New Patient Skipped

My health is maintained or improved because of the services I receive from HSNT.

96%

68%

2%

18%

0% 0%0% 0%1%

9%

1%5%

0%

20%

40%

60%

80%

100%

120%

DMC 4308 CCC

Strongly Agree Agree Disagree Strongly Disagree New Patient Skipped

Client Services

Were your questions answered today?

99%96% 98%

94%100%

97%

0% 1% 0% 0% 0% 1%1% 3% 2%6%

0% 2%

0%

20%

40%

60%

80%

100%

120%


Yes No Skipped

Were your questions answered today?

87%

77%

8% 9%5%

14%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

DMC 4308 CCC

Yes No SkippedClient Services

Did you wait more than 20 minutes past your appointment time in the waiting room?

28%

36%

15% 13%11%

6%

62%

54%

76% 76% 78%

88%

8% 9% 7% 5%

11%

4%2% 1% 2%

6%

0% 2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Yes No Not Sure Skipped

Did you wait more than 20 minutes past your appointment time in the waiting room?

5% 5%

92%86%

1%

9%

2% 0%0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

DMC 4308 CCC


Client Services

Do the hours HSNT is open meet your needs?

96% 99%96%

90%

98% 97%

3%0% 2% 1% 1% 1%1% 1% 2%

9%

1% 2%

0%

20%

40%

60%

80%

100%

120%

DMC 4310 DMC 4308 DSC CCC Medical PCMC WCMCYes No Skipped

Do the hours HSNT is open meet your needs?

94%91%

5% 4.5%1%

4.5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

DMC 4308 CCC

Yes No SkippedClient Services

Would you recommend HSNT to others?

92% 90%

98%

85%

99% 96%

2% 2% 1% 3%0% 1%

4% 6%0%

6%1% 0%2% 2% 1%

6%0%

3%

0%

20%

40%

60%

80%

100%

120%



Would you recommend HSNT to others?

98%

86%

1% 0%1%

9%

0%5%

0%

20%

40%

60%

80%

100%

120%

DMC 4308 CCC


Client Services

How did you hear about Health Services of North Texas?

Source English Speaking Spanish Speaking

Friend or Family 367 301

Website/Internet Search 157 14

Denton Regional Hospital 32 30

Texas Health Resources 67 26

Other Hospital 29

Community Event 47 28

Social Media 12 1

Print Advertising/Billboard 9 5

Source English Speaking Spanish Speaking

ZocDoc 6 1

Welcome to Denton 3

Other 45 16

DMC 4310 CommentsAlways takes too long just to get into the exam room. Then takes too long to get an examination.

Awesome staff, just wish hours were extended to night clinic.

Consider creating appointment times with minimal wait time

Everyone here is very nice and professional

Excellent care

Good work

Great visit. Dr. Jackson makes Avery feel good about his treatment! And no shot today!!!!

Had a good experience

We love dr. Jackson and Jamie his nurse. They are always fantastic helpful and kind, please never let them go.

We love Dr. Jackson

I am very pleased with Jennifer today

I had to wait way too long. My appointment was at 120 .i got out at 345

I like the new look of the area.

It's often times difficult to get someone in the phone. My husband left this facility because appointments were difficult to make.

Jennifer is amazing and very professional while making each visit feel personal!

Keep up the great service .... Thank you

Love my doctor deb great nurses Angie and Vanesa

My nurse was awesome

When I call to make or confirm an appointment and I need to bring documents I would like to be told on the phone not at the desk after I ask them.

4310 CommentsMy PCP dr. Debora Ivy is always very professional and I wouldn't change Her for another Dr. I am extremely happy and satisfied with the way she always takes care of me, she definitely makes the difference.

None Thanks!!!

Nope, just continue to do a great job!,

Our provider was excellent. She spent time getting to know us and our situation. She's great!!!

Please improve receptionist customer service.

Service is excellent staff is very courteous. Thanks.

Thank you

Thank you!

Thank you you all are great

The staff are kind and professional, but the wait time and paperwork issues are a problem. Our appointment was at 9 am. We did not get called back until 9:35. We waited in the Room for the doctor for over an hour. 9:50-11:00. Our paperwork such as shot records. It is extremely frustrating to come to NTHS. At least the staff is friendly. The organization and wait time need to be looked at.

The staff was great, but our doctor was amazing!!

They were very friendly & show they care

Today was a very good experience, but our last visit was a nightmare. We were here for four hours, any type of phone communication is terrible. No one seems to know what's going on or why you're there for that matter. Dr. Jackson and Sarah The NP are amazing.

Very happy w Jennifer !!!!!! :)

DMC 4308Coffee for patients while we wait

Dr. Moore is excellent, and HSNT has worked hard to make up for initial problems with billing and insurance issues.

Everyone that I have seen has been awesome!!!!

Excellent service

Great Doctor. Listened to my concerns and answered all questions.

I love this facility and the staff!

I love this place

I really appreciate the services HSNT provides. You have been a huge blessing to my family.

I was happy that I was seen the same day.

Kayla was very good to talk with. Her name should be added to the provider list,My doctor moved out hereNeed bottled water in the waiting room and a tvOpen-Ended ResponseThank you for providing the services you provide! I can't afford health insurance. I didn't have anywhere to turn until I found HSNTThe staff is very nice, but waiting room needs improvement Too long of wait on phone and in waiting for Doctor Wait time is WAY to longWonderful doctor and staff

DMC 4308 ServicesAm grateful and have hope again to live

Am grateful for extra mile to rectify situations

CC is wonderful. I got approve and receive my medication in two weeks. She also does a great job with helping me keep up with my appointments. You are never too old for someone to help you and CC is my angle.

Diana and the staff are wonderful

Diana makes everyone laugh and feel loved. She gets me where I nnd to go. she is good

Do not like the process of getting labs done. I never know what building to go to. If you go to 4310 you get sent to 4308 or vice versa. This has to get better

Getting on the prescription assistance program save my life. I could not afford the insulin. Met with Ms CC and got my insulin in 2 weeks. She is a wonderful person.

I came to pick up my medications from MsPrice and she could tell I needed to speak with her. I received an disconnect noticed on my utility bill and didn't know how I was going to pay it. MsPrice help me find assistance. I wanted someone to know what an angle she is.

I would like to keep one doctor for more than 6 months. In the last year I have change doctors 4 times

Love the Rx program.

Love the waiting room

Ms Price was able to get my medication in one week. I was afraid of going without my insulin but she made sure I got it. She is a miracle worker

Prescription assistant program is a life saver and CC is wonderful

Thanks for all that you and staff do!!

The Case Managers are great

The driver is always promo, professional and take care all my needs.

The prescription program is excellent. I don't know what I would do without it.

Without prescription assistance I don't know if I would keep coming back

PCMC CommentsIt takes to long to answer the phone, the old system was much better when all you had to do was dial 101 or 100 and you could get to someone’s line more directly and someone would answer more rapidly. That is all thank you. Great service!!!

I do not like the new answering call center that you now use, I am unable to talk to the office staff directly. Also the person in the call center scheduled an appointment wrong, when I had to wait until my daughter was 2. For her annual check up. Very unhappy with new call center answering service.

I hate hate hate dislike dispise the incomfident answering service who now makes appointments. Not only do they have the ability of comprehending but are also lacking common sents. Please rid this horrible idea and bring back the people who know my kids!!!!

I love!!!!! Ms. Kelly she is an awesome provider my children and I feel so much better after seen her, she is so knowledgeable and kind I am very happy with the care I receive here at this clinic.

Mariela is a very nice person

Nadine my wife was very impressed. Thank you for your help for the babies.

Our nurse was amazing!! She was so kind to my boys and made them feel comfortable. They said they always want to come here when they're sick. Thank you so much!!

The new phone system does not function it is too slow and I called for 3 days with no answer. The system we had before was much better.Very difficult to get through the call center. Not liking the change.

Wonderful staff and doctors

WCMC CommentsDon't like phone system

Friendly and sweet people

God blessing thanks

Great visit everyone was so nice

Keep up the excellent work

Keep up the great service!!:)

Love this office

Very nice Dr and staff!

Want to talk to my clinic when I want to make my appointment

DSC CommentsEveryone makes me feel good, thank you

Best doctor and receptionist/ staff I've ever dealt with! So kind caring and compassionate!

Everyone very professional and courteous

Excellent service, very much satisfied

Thank you for all the help you give. Blessings

Great stuff. Very professional.

Irene is awesome!!!!

Ms. Grantham is amazing. She's the reason that I continue to come back.

Not all perfect

No, everything was fine.

Thank you for the attention you provide

Thank you for seeing me. Everyone was great.

Y'all are excellent..thank you!!

It takes too long to get an appointment scheduled… meaning if I scheduled today, the appointment is far out.

CCC CommentsBad telephone system

Blood draw was harsh

Everyone I have met here is absolutely the best. I can not say enough wonderful things about the people and the service. Great job and thank you.

Everything's great

Find the cure😄

Good job

Great staff love dr Sharkey

I don't like the new call center.

It takes forever to get someone on the phone. If you need assistance it gets stressful

The doctor and nurse are very professional

Later hours

No they are awesome

Sandy is awesome

Staff is excellent and am very happy with all services

Thank for your great service

Thank you all, you have saved my life and the lives of many others. I can't begin to express my appreciation.

Thankful for the staff for they doing.

The new phone system sucks I can never get through to a person

Upon my arrival today I went to check in with Dale MCEOWEN and was devastated to learn he was no longer here. I can't tell you enough invaluable Dale has been in being a GREAT patient advocate not to just me but all patients. Please, I implore you if there is anyway to have Dale back, please bring him back. He is sorely missed Maurice Long

CCC Comments

Grateful for the services, the staff are wonderful.

I love the assistance that I get. This organization has been there for to services not only my many different needs but others as well. It helps those who sometimes can't help themselves. I would like to see them add back the dental services that were once offered before. There is still a great need!

I really love coming here. I am so comfortable at HSNT . Y'all are great. Thanks

Thank you for help and great work.

Thanks for the service and good care you take of me

The quality of the service is excell.

There is an old saying , "if it's not broken Don't fix it", the closing of the food pantry has been utter devastation to our pockets as well to our nutrition is deplorable, I hope your reading this and knowing someone is NOT eating today because of your inability to make responsible decisions.

This place is awesome!!!!

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