Satisfaction surveys
We are pleased to report a very high satisfaction rating of many aspects of our clinic:
- 94% of students are very to moderately satisfied with their overall SHS experience
- 98% said their service expectations were exceeded or met
- 80% would choose our service over other health care providers
SHS wishes to thank all students who took the time to complete the survey. For more information, download the full Patient Viewpoint Survey (100.5KB PDF).
Results
Demographics
A total of 422 students completed the anonymous survey using PDAs and StudentVoice software, of which 67% of the respondents were female and 32% were male, which corresponds to the SHS patient population. Participants represented all years of university experience.
Scheduling
Students rated SHS excellent or good on many scheduling issues:
| Scheduling issues | Percentage satisfaction |
|---|---|
| Length of time to get an appointment | 77% |
| Flexibility of appointment times | 85% |
| Convenience of office location | 91% |
| Length of time waiting at the office | 81% |
| Scheduling appointments online | 52% |
Phone accessibility
Students indicated that accessibility of SHS by phone was:
| Phone accessibility | Percentage satisfaction |
|---|---|
| Excellent to good | 47% |
| Average to poor | 24% |
| Not applicable | 29% |
Interactions with personnel
Interactions with physicians, nurses, and clerical staff were also rated excellent to good:
| Interactions | Percentage satisfaction |
|---|---|
| Amount of time spent with the health care provider | 76% |
| Explanation of what was done for them | 78% |
| Technical skills (thoroughness, carefulness, competence) | 87% |
| Personal manner (respect, courtesy, sensitivity, friendliness) | 90% |
| Sensitivity to their needs or concerns | 81% |
| Courteousness of clerical staff | 91% |
Overall service
Students seemed very satisfied with the overall service, rating excellent to good:
| Overall service | Percentage satisfaction |
|---|---|
| Getting the help they need | 94% |
| Quality of the visit overall | 94% |
When asked whether their expectation for service were being met, students indicated that:
| Expectation of service | Percentage satisfaction |
|---|---|
| SHS exceeded their expectations for service | 34% |
| SHS met their expectations | 64% |
| SHS did not meet expectations | 2% |
When asked about their preference for where to go for service, the majority of students would:
| Preference on where to go for service | Percentage satisfaction |
|---|---|
| Choose UBC SHS | 80% |
| Prefer to go somewhere else | 4% |
| Not sure | 16% |
