How to Conduct a Telehealth Satisfaction Survey

At a time where 86% of people are concerned about their health, it is critical to measure and improve the patient experience with telehealth satisfaction surveys.

doctor pointing to different healthcare icons

Over the past decade, telehealth has slowly evolved into healthcare facilities across the world. However, it was not until the COVID-19 pandemic that telemedicine became more widespread.

A survey by our healthcare market research firm shows 64% of respondents are more likely to consider using telemedicine or digital healthcare since COVID-19 hit.

For this reason, many healthcare institutions are conducting telehealth satisfaction surveys with their patients to measure how they feel about this new age of treatment.

In this blog post, our healthcare market research company will describe the step by step process of conducting a custom-written telehealth survey.

Regardless if your healthcare facility chooses to work with a third-party or conduct the survey in-house, this article will give you a better understanding of how to execute a study of this magnitude.

To skip ahead to a specific section, click the titles below.

Need a third-party to conduct a telehealth satisfaction survey? Our healthcare market research company can help. Contact our team by emailing info@driveresearch.com or by filling out a form online.

Blog Image: Telehealth Satisfaction Survey | Background shows strand of DNA


What is included in a telehealth satisfaction survey proposal?

If you are looking for a third-party healthcare market research firm to conduct your telehealth satisfaction survey, you will likely obtain several proposals.

A market research proposal commonly includes:

  • Background and methodology (the recommended approach of how the firm will execute your study)
  • The step-by-step process of executing the survey
  • The project timeline
  • Project cost

After reviewing components of the proposals your healthcare facility will have a better idea of what market research firm is best for your goals and specifications.


Hosting a telehealth survey project kickoff meeting

After choosing a healthcare market research firm or when conducting the telehealth survey in-house, it is helpful to host a kickoff meeting before hitting the ground running.

Drive Research finds a kickoff meeting is a great time for both parties to meet (even if over the phone) and discuss the objectives of the study further.

During this meeting, our team also discusses potential survey questions and gathers feedback for what type of insights are most important to measure for our healthcare clients.

This mostly assures everyone is on the same page and understands what is expected.


Designing the telehealth satisfaction questionnaire

With the project objectives clearly stated, it is time to design or write the telehealth satisfaction questionnaire. Your healthcare organization will have the option to conduct the survey online, by mail, or by phone.

Most commonly patient satisfaction surveys are completed online however, a mail survey can assure you capture feedback from respondents who are less tech-savvy. For example, older generations typically have high response rates when a survey is executed by mail because they do not have access to email.

For online surveys, our healthcare market research company recommends including no more than 20 questions.

For mail surveys, the space for questions is even shorter. Anything longer will result in respondent fatigue where patients exit the survey before answering every question.

Examples of telehealth survey questions include:

  • On a scale of 1 to 10, how satisfied are you with [INSERT HEALTHCARE FACILITY] telehealth services?
  • What did you like the most about your telemedicine appointment?
  • What did you like the least about your telemedicine appointment?
  • What factors are most important when choosing a telehealth provider?
  • After COVID-19 how likely are you to continue using telehealth capabilities?

By executing a custom-written survey, your healthcare organization can gather unique, high-quality, and actionable results.

Quote Image: "By executing a custom-written survey, your healthcare organization can gather unique, high-quality, and actionable results."


Programming the telemedicine patient survey

The written survey may go through several edits. Drive Research sends our recommended questionnaire to our clients for their approval. After receiving their sign off, we then begin programming the survey if it is being conducted online.

If you are interested in learning more about our strategy for mail surveys, check out our blog post: what is the process for a mail survey?

During the programming phase, Drive Research confirms skip logic, termination logic, validation, and more. We also test the survey in real-time as if we were a respondent to assure the telemedicine patient survey is working as intended.

Additionally, our healthcare research firm provides clients with a survey testing link as well, so they are fully aware of how the questionnaire appears to their patients.

To learn more about survey programming, watch this short video by our national market research firm.


Sending the telemedicine satisfaction survey to fieldwork

When our healthcare market research agency launches an online survey, we do so in two phases. This includes:

  • A soft launch phase: Send the telehealth satisfaction survey to a small percentage of respondents to verify it is working correctly and patients are successful at completing the questionnaire.
  • A full launch phase: Only after the soft launch phase is confirmed to be working properly do we send the survey to the remaining pool of patients.

During both phases of fieldwork, Drive Research provides our healthcare clients with a live survey portal.

This link provides up-to-the-second results of the telemedicine satisfaction survey. As soon as a patient answers a question your team will have access to the data.

Are you interested in what a survey dashboard looks like? Here is a test preview of a client dashboard.

Blog Image Text "Maximize the ROI of Telehealth Surveys" | Background image is a zoom call with a doctor and patient


Creating a telehealth satisfaction survey report

As fieldwork comes to a close, members of your dedicated project team will start analyzing and cleaning the data.

Our experts look for duplicate and/or nonsense responses. Doing so assures our clients are provided with a high-quality sample of their goal number of responses.

After fieldwork is complete, our analysis and reporting stage begins. Drive Research offers a variety of reporting packages to fit a variety of analysis needs and budgets.

Most commonly, our healthcare clients choose between two options:

  • A topline report
  • A comprehensive report

As you may have guessed, a comprehensive report offers a much more in-depth level of analysis. It often includes an executive summary, breakdown of question-by-question results, expert recommendations, patient personas, an infographic, and an appendix.

A topline report includes only a few of these items based on client requests.

Additionally, our healthcare market research firm conducts tracking patient surveys where we execute a telehealth satisfaction survey on an ongoing basis.

This type of market research is often greater than just collecting a snapshot of responses because we collect patient feedback each month, quarter, or year.

Recommended Reading: Ultimate Guide to Tracking Surveys in 2021


Hosting a debrief meeting to discuss the telehealth survey findings

After our healthcare clients receive the market research report, Drive Research hosts a debrief meeting to discuss the findings.

It can be helpful to read the report page by page to assure a full understanding of the data collected.

The insights gathered from a telehealth satisfaction survey should be used to improve patient experience. This can directly impact patient loyalty as healthcare facilities navigate this new age

Recommended Reading: How to Conduct a Patient Satisfaction Survey


Contact Our Healthcare Market Research Company

Drive Research is a national market research company specializing in the healthcare sector. Our team is experienced in executing both quantitative and qualitative studies for healthcare organizations across the country.

Interested in conducting a telehealth satisfaction survey? Contact Drive Research today.

  1. Message us on our website
  2. Email us at info@driveresearch.com
  3. Call us at 888-725-DATA
  4. Text us at 315-303-2040

emily carroll about the author

Emily Carroll

A SUNY Cortland graduate, Emily has taken her passion for social and content marketing to Drive Research as the Marketing Coordinator. She has earned certificates for both Google Analytics and Google AdWords.

Learn more about Emily, here.


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