Improving the quality of life for all North Texans through medical care,
support services and advocacy
1st Quarter 2017
Patient Satisfaction
Survey Results
Number of Surveys Collected
Total Number Collected 2072
Spanish
English
First Visit
Return
Subtotal
Total
First Visit
Return
Subtotal
DMC 4310
18
31
49
92
223
315
364
DMC 4308
23
74
97
105
406
511
608
DSC
42
266
308
76
160
236
544
CCC
0
0
0
5
61
66
66
PCMC
7
42
49
5
14
19
68
WCMC
3
23
26
42
157
199
225
ESC
0
0
0
32
57
89
89
4308 - Services
0
3
3
9
46
55
58
CCC-Services
1
2
3
4
43
47
50
Overall Satisfaction
Key Indicator:
97% Satisfaction
Excellent & Very Good
All Sites Combined
DMC 4310: 97%
DMC 4308: 95%
DSC: 97%
CCC Medical: 98%
PCMC: 93%
WCMC: 99%
ESC: 100%
Overall, how was your experience today?
100%
90%
18%
80%
20%
24%
12%
18%
20%
36%
70%
60%
50%
40%
80%
79%
87%
77%
71%
80%
57%
30%
20%
10%
3%
4%
0%
DMC 4310
DMC 4308
3%
1%
DSC
Excellent
7%
2%
CCC
Very Good
PCMC
Just OK
Poor
Very Poor
1%
WCMC
ESC
Overall Satisfaction- Client Services
100%
4308: 97%
CCC: 100%
90%
92%
81%
80%
70%
60%
50%
40%
30%
20%
10%
16%
8%
3%
2%
0%
0%
0%
0%
4308 Services
Excellent
0%
CCC Services
Very Good
Just Okay
Poor
Very Poor
Skipped
0%
0%
When you call HSNT, you are able to speak to
someone the same day.
120%
100%
92%
99%
94%
88%
99%
98%
88%
80%
60%
40%
20%
6%
10%
2%
2%
6%
0%
DMC 4310
DMC 4308
DSC
12%
0%
0% 1%
0%
Yes
No
CCC
Skipped
PCMC
0% 1%
WCMC
2% 0%
ESC
When you call HSNT, you are able to speak to
someone the same day.
100%
94%
90%
80%
70%
60%
60%
50%
40%
35%
30%
Client Services
20%
10%
6%
5%
0%
0%
4308 Services
Yes
No
Skipped
CCC Services
The receptionist was
professional and courteous.
120%
100%
98%
99%
98%
100%
98%
99%
98%
80%
60%
40%
20%
0%
1% 1%
1% 1%
DMC 4310
DMC 4308
1% 0%
0% 2%
DSC
CCC
Yes
No
Skipped
0% 0%
PCMC
1% 1%
WCMC
1%
ESC
The nurse or medical assistant was
professional and courteous.
120%
100%
97%
99%
97%
99%
98%
100%
98%
80%
60%
40%
20%
0%
1% 2%
DMC 4310
0%
3%
DMC 4308
0% 2%
0% 1%
DSC
CCC Medical
Yes
No
Skipped
1% 0%
PCMC
1% 1%
WCMC
0% 0%
ESC
The staff was professional and courteous.
120%
97%
100%
80%
76%
60%
40%
Client Services
22%
20%
0%
2%
0%
4308 Services
CCC Services
Yes
No
Skipped
3%
Did your doctor/provider answer all of your
questions today?
120%
100%
97%
99%
96%
100%
98%
99%
98%
80%
60%
40%
20%
0%
1% 2%
1% 3%
DMC 4310
DMC 4308
Yes
0% 2%
0% 1%
DSC
CCC Medical
No
0% 0%
PCMC
Skipped
0% 2%
WCMC
0% 1%
ESC
Did your doctor/provider answer all of your
questions today?
100%
92%
90%
80%
78%
70%
60%
50%
40%
30%
22%
20%
10%
0%
Client Services
5%
0%
DMC 4308
CCC
Yes
No
Skipped
3%
Would you recommend HSNT to people you
know?
120%
100%
95%
97%
98%
96%
99%
91%
89%
80%
60%
40%
20%
0%
2% 0% 3%
DMC 4310
3% 3% 5%
DMC 4308
1% 1% 1%
DSC
Yes
No
4%
9%
0%
0% 0%
1% 0% 1%
CCC Medical
PCMC
WCMC
0%
Not Sure
Skipped
0% 1% 0%
ESC
Would you recommend HSNT to people you
know?
120%
100%
100%
100%
80%
60%
40%
Client Services
20%
0%
0%
0%
0%
0%
DMC 4308
0%
CCC
Yes
No
Not Sure
Skipped
0%
How did you hear about Health Services of
North Texas?
Source
%
English
Spanish
Source
%
English
Spanish
Friend or Family
46%
501
321
School
<1%
6
3
Website/Internet Search
19%
314
20
Welcome to Denton
<1%
8
0
Denton Regional
Hospital
6%
57
43
Print
Advertising/Billboard
<1%
4
11
Texas Health Resources
8%
122
20
Other Hospital
1.25%
22
0
Community Event
6%
71
31
196
10
Social Media
1.35%
22
2
Other
Other notable sources:
Health Department, First Refuge, Health Insurance,
MHMR, Workplace, Denton County Indigent, CCA
DMC 4310 Comments
Awesome as always!!
Calling in you sit on hold for an excessive amount of time. Sat on hold for over
an hour.
Dr Jackson and Sarah are amazing I have nothing bad to say about either of
them
Excellent service
Great as usually!
Great office! Always friendly and helpful. They go above and beyond!
I always get treated and meet my medical needs when I need them. They listen
and care.
I love dr Jackson!!! Thank you
I love this place and the people
I love this place!!
Love it
Yall did an amazing job calling to confirm
We love dr. Jackson! We do not like that we are hold for so long when
calling or that twice there has been I durance issues that we find when
we get there. Pratt would help.
We LOVE Sarah!!
What a great place. Almost makes me WANT come see a provider.
Wish I was given at least 24 hrs to bring proof of my address
Nice experience.
Not at the moment all is taken care of thank you
Thanks for the service provided😄😄
Very friendly and professional team,
DMC 4308
They are great and they know I'm deaf they get me a ask
interpreter greats service
Dr Lori is the best
Dr. Moore is very pleasant to work with
Everyone is great
Fantastic doctor and staff.!
Getting through by phone takes too long
Girls in the front are great
I love my doc
I saw an improvement from previous visits.
I think that nothing was done to be honest I feel my throbbing in my
ankle hurts but the Dr doesn't I feel I know my body better
It was nice having a dr who understood exactly what I felt like, having
a thyroid issue.
It's a nice Laplace I would referrer friends
Kayla gives me life......
Keep up the good work!
Long wait times to talk to someone
MY DOCTOR IS AWESOME
Phone answering system is annoying
Staff was very friendly and courteous
Thank you all
Thank you for beinging here.
The automatic system needs to updated because it keeps you on hold for 20
minutes or more at a time. It's very frustrating
The waiting room is very cold and very uncomfortable. I had to wait over an
hour for a scheduled appointment.
Thinking about changing dr because of wait time when calling main number.
It's to hard to reach a live voice. It's ridiculous some days
Too many changes in doctors, receptionists, nurses. Even coming to an appt,
you never know which building its in or which waiting room to go to.
Very nice people
When on hold waiting for the next person you get disconnected and then
once they answer it is disconnected again so it turns into an all process.
Your sliding scale fee really, really helps me financially. I'm glad you're
here!!!!
Awesome staff
Decrease the long wait when calling because I stay on hold waiting on
someone to answer for 15 minutes.
Excellent service
Hi :) Have a great day
I didn't like that the doctor gave me a price and at check out they told me
that it was way more.
I was please with my care
Keep doing a eat job
Thank you very kindly for your concern about my health as well as your
kindness and support. God Bless
4308 Cont.
Excellence servicio
K Tienen buen servicio si lo recomendaria a mas
personas
May amables todos much as grasias
May amables todos much as grasias
Solo we me gusto combo atienden
4308 Client
Chioma was extremely helpful and professional. We are very pleased
with her assistance.
Erika is a good care manager
Erika is a great help! Thank you
excellent service
My associate was very professional.
Very professional and patient.
DSC Comments
Dr Espinoza was wonderful, thorough gentle caring and knowledgeable!
Dr. Irene is so accomodating.
Everyone is always helpful.
Everyone was great
Excellent service and care!!
Great experience. Thank you so much for treating me with compassion and
care.
I love how efficient and polite everyone is!
Irene was great. Although I wasn't seeing her today, she saw I was upset and
came to talk to me.
Love Lalla!!!
Medical assistant Crystal was really professional and courteous as well as the
receptionists Sonia and Laura.
Patty is always very helpful and informative.
Please improve the call center. The wait time to get an appointment is
unnecessarily long.
The calling center need to approve I could never get a hold of someone for a
long time took me 2months to actually set up appointment
The practitioner was amazing
Wait time after check in always has taken very long. Waited over an hour after
signing in.
Yall are great!
Daniella made me feel extremely comfortable. Thank you
Everyone was so sweet and helpful .
Excellent bedside manner
Excellent beside manner
Excellent experience!!
Excellent service and staff. Super caring too.
Great visit 😄😄
Irene was very knowledgeable and caring. I really appreciated the service
Thank y'all for an amazing experience and straightforward information. I'm so excited
to continue my pregnancy experience with this clinic!
These ladies do a wonderful job ! Please give them a raise !
They were great and I was very appreciative
This place is great. I have found my new family planning clinic and will be sending
everyone I know here as well. I feel so well taken care of and everyone was so nice
and informative.
Vanessa and Irene were both fantastic
Very impressed!
Gracias
Gracias por el servicio que nose an a bajos costos
No todo muy bien
Todo biennial
Gracias
Me atendio rom muy bien gracias
Muchas gracias x su servicio
PCMC Comments
I really enjoy my visits with Kelly. She educates and address all concerns in a timely
manner
Great people
It would be wonderful if we could make appointments online. Based on the website's
instructions, I thought I was making an appointment online but I was wrong. I had
called in the morning after I scheduled an "appointment" online and called 211, I was
able to get an appointment and be seen BEFORE I received a response about my online
appointment and phone call from 211. That was awesome but it also shows we could
work on increasing staff to return phone calls sooner.
Antes tenian muy mal personal Pero ahora a mejorado mucho espero y sigan Asi muy
Bueno Trabajo y muchas gracias 😊😊❤
Excelente atencion
Gracias poor la atencion a nuestros ninos son excelente equipoise todas son muy
amables
Muy buena atencion del Doctor, muy profecional e interesado en la salud de mi Hijo.
WCMC Comments
Everyone is professional and friendly.
Everyone is so professional n curtious
Everyone is wonderful
I hate the call center I wanna talk to the people in the doctor actual office
I like your customer service
I think Dr. Lloyd is amazing, so glad we found her!
Ladies are great friendly
Wonderful staff,,,
Everyone was great, just wish there was a direct number for the Wylie clinic
I think the whole staff is great
Office staff is very courteous and friendly
Thank you doctor angel
CCC Comments
Great group of ladies
I love it this place!
Julie was instrumental to getting vision and dental services
Kayla, is fantastic. '''
Love the facility in Plano and Beatra is a really nice person.
Nice work
This is the best I've been treated by a medical provider
When using financial assistance it would be nice to have quicker turn around
time in receiving funds as opposed to last minute an now requester is being
threatened with termination and or eviction and well past accumulated late
fees
Wonderful people sad to be leaving
You guys are the greatest. I would not be alive if not for all of you, especially
Julie. Thank you'
Amazing group of people
Kayla cares about your well being
Very nice and helpful. Always smiling
ESC
Great job girls you rock !!!!
Great people
Great place
Kind people
Muy buenas personas gracias
Thank you
TODO. ESTA MUY BIEN
Vanessa was awesome with explaining medication instructions to me, Veeree
was also very nice to me.
Muy bien trato
Thanks for all you do for me and the community
They did a wonderfull job
Y'all were awesome