Streamlining Healthcare with Zapier
In today’s healthcare industry, patients have high expectations. They want easy appointment scheduling, short wait times, and a comfortable overall experience. It’s important to understand that even the smallest negative experience can drive them to seek care elsewhere.
How can healthcare facilities ensure that they meet these expectations and deliver the best experience possible? Instead of making assumptions, why not ask the patients for feedback? Patient satisfaction surveys can serve as a valuable business tool in identifying areas for improvement.
That’s why I designed a patient satisfaction survey to help my company, Brio Primary Care, identify areas for improvement and implement changes that prioritize patient-centered care.
Brio Primary Care, my current employer, is a medical practice that is dedicated to helping patients live their best lives. At Brio, we believe in promoting a Brio life, which entails living a quality life that is active, alive, spirited, and vigorous. We prioritize the overall well-being of our patients and strive to provide them with the highest level of care and support.
I choose to utilize Zapier to automate a business process and connect Google Forms with Google Sheets. This process helped me generate an organized list of patient feedback.
I began the process by creating my own patient satisfaction survey using Google Forms. My main goal was to create a survey that would help collect valuable feedback for improvement, provide better patient-centered care, measure team performance, and ultimately enhance patient retention and loyalty. With assistance from various online sources, I was able to gather ideas and craft my seven survey questions. The selected questions are listed below 👇.
Survey Questions
1) On a scale of 1 to 10, how would you rate the convenience of scheduling an appointment with us?
We understand that the booking process plays a significant role in patient satisfaction. If scheduling an appointment becomes too difficult or time-consuming, patients may become frustrated and choose to seek care elsewhere. Our goal is to ensure that our patients have a seamless and hassle-free experience when it comes to making appointments with us.
2) How would you rate the friendliness and helpfulness of our staff?
We understand that one of the most important factors in ensuring a pleasant experience is treating patients kindly and with respect. We want to ensure that every interaction with our providers and staff leaves patients feeling valued and satisfied with the care we provide.
3) How long did you have to wait to be seen by the healthcare provider?
We understand that waiting times can often be a frustrating aspect of any healthcare visit. As a healthcare organization, one of our main goals is to minimize wait times and serve our patients in a timely manner. We value our patients’ time just as much as our own and want to continuously improve our services.
4) How would you rate the cleanliness and hygiene of our facility?
We want to create a comfortable and inviting atmosphere for our patients in our lobby and waiting rooms. We understand that a dirty or unsanitary facility may cause discomfort and drive patients to seek care elsewhere. Our objective is to guarantee that our patients can confidently seek assistance at our practice without concerns about compromising their health.
5) How likely are you to recommend us to your friends and family?
This question allows us to understand how patients feel about our services. Their recommendations speak volumes about the quality of care we provide. If they are willing to recommend our business, then it is a clear indication that we are succeeding in our mission.
6) How would you rate the overall care provided at our facility?
The rating of this question will provide us with valuable insights into the overall patient experience. A lower rating will indicate areas for improvement, and we hope the patient will utilize the next question to elaborate on how we can enhance our overall care.
7) Do you have any other recommendations or concerns?
In addition to the questions, we would also like to give patients the opportunity to share any recommendations or concerns they may have. We believe that open communication is key to providing the best healthcare services, and their feedback will help us address any issues they may have experienced during their visit.
After creating the survey using Google Forms, I proceeded to create a spreadsheet on Google Sheets. This spreadsheet will serve as the main source for organizing the data collected from the survey. To streamline the process, I decided to utilize Zapier. I selected a zap called “Create spreadsheet row in Google Sheets when new form response in Google Forms.” This zap will automatically add a new row to the spreadsheet whenever a new form response is submitted.
For the trigger, I chose Google Forms as the app and selected “New Form Response” as the event. I then connected my Google account and selected the survey I had designed for this project.
In step two, I selected Google Sheets as the app and “Create Spreadsheet Row” as the event, then connected my Google account and the spreadsheet I created. To ensure a seamless transfer between the two applications, I crafted headings in my spreadsheet that would correspond to the questions from the Google Forms survey. This way, the responses from the survey can be easily transferred to the appropriate columns in the spreadsheet.
After successfully creating the zap, I proceeded to test its functionality in Google Forms by filling out 20 random surveys using names generated from the internet. For the responses, I randomly selected answers that I believe some of our patients might choose.
Once a response is submitted, it automatically generates in the spreadsheet that I formatted in Google Sheets. You can view the completed process here 👇.
With the completed spreadsheet, I created a few charts to highlight key questions from the survey. I compiled a table for the “overall care” question in order to identify the patients we should reach out to and understand why they did not receive the expected level of care. By obtaining the feedback, we can address this issue in the future and ensure that our patients receive optimal care.
I also created a table for the “wait time” question to categorize patients who experienced longer wait times than expected. We can reach out to these patients and gain insight into the reasons for their extended wait times. This will allow us to address and improve this issue in the future.
Overall, this project was a valuable learning experience for me as it allowed me to explore various business tools and how they are utilized in today’s business world. I had the opportunity to work with Zapier, Google Forms, and Google Sheets.
Working with Zapier taught me about the process of streamlining and how it can improve efficiency and productivity for a business. Additionally, I was able to create my own professional survey using Google Forms and revisited the world of spreadsheets through Google Sheets. I enjoyed the chance to refresh my knowledge of this important tool widely used in today’s business world.
By acquiring these new skills, I now feel confident that I can bring more value to any company in the future. These tools have opened up new possibilities for me, and I am excited to explore their potential further.
