APPENDIX L:  UNIVERSITY HEALTH SERVICES SURVEY


 
Strategic Plan

Patient Satisfaction Survey Results
(Available at http://www.utexas.edu/student/health/uhs1/ptsatisfaction.html)





Are UHS patients satisfied with current UHS services? We think so.

During the spring and fall semesters of 1999, 3,360 students treated at UHS took the opportunity to complete a 46-item Patient Satisfaction Survey.   Survey results are posted below.

Factor Ratings
 

Percent Breakdown
Overall Rating
Category
A
B
C
D 
FALL 
1999 
SPRING 
1999
Appointments
85%
12%
2% 
1%
4.5   A 
4.4    A
Check-in 
90%
7%
2%
1%
4.7   A
4.6    A
Provider
90% 
7%
2% 
1%
4.7   A
4.7    A
Communication 
85% 
11% 
2% 
2%
4.6   A
4.5    A
Charges
63% 
23%
10%
4%
3.9   B 
3.9    B
Overall Impression 
94% 
4% 
1% 
1%
4.8   A
4.7    A

Rating Assignment based on Average Rating
 

A = 4.0 to 5.0
B = 3.0 to 3.9
C = 2.0 to 2.9
D = 1.0 to 1.9

Individual Item Ratings

                                                 Percent Breakdown                      Overall Rating
 

Category
A
B
C
D
FALL
1999
SPRING
1999
         
 
 
Accounting Courtesy
78% 
18%
4%
0% 
3.5  A
3.5 A
Accounting Professionalism
75% 
21% 
3%
1% 
3.5  A 
3.4  A
Health Promotion Courtesy
95% 
5% 
0%
0%
3.8  A 
3.7  A
Health Promotion Professionalism 
93%
7%
0% 
0% 
3.7  A 
3.7  A
Lab Courtesy 
88%
12% 
0%
0%
3.8  A 
3.7  A
Lab Professionalism 
85%
14%
1% 
0%
3.7  A 
3.6  A
Nurse Courtesy
85% 
15% 
0% 
0%
3.7  A 
3.6  A
Nurse Professionalism 
75%
 22%
1%
2% 
3.6  A 
3.6  A
Pharmacy Courtesy 
75% 
22%
2% 
1%
3.6  A 
3.6  A
Pharmacy Professionalism 
75%
22% 
2%
1% 
3.6  A 
3.6  A
X-ray Courtesy
95% 
5% 
0%
0% 
3.8  A
3.8  A
X-ray Professionalism
94% 
6% 
0% 
0% 
3.7  A
3.6  A

 
Rating Assignment based on Average Rating
A = 3.0 to 4.0
B = 2.0 to 2.9
C = 1.0 to 1.9


Based on the student responses received each month, Academic Computing & Instructional Technology Services¹ (ACITS) Statistical and Mathematical consulting group generated a report showing the percentages of responses for six overall dimensions and 12 specific items. In addition, the average rating was computed for the six dimensions each month and compared to the average of the prior three months scores. The six dimensions were identified using factor analysis.

Updated June 1, 2000.

Return to Strategic Plan.