We love to receive glowing reviews but – believe it or not – the team at Overlake OB/GYN also loves reading constructive feedback from our patients and clients who feel we could have done better. Getting personal and detailed reviews and comments from patients is the only way we can successfully accomplish our mission to improve the health choices of the women who come to use for care.
Your Feedback Is Invaluable to Improving Our Quality of Care
Yes, we admit that we get warm, fuzzy feelings when we read 5-star reviews and glowing comments regarding our approach to women’s healthcare. However, we also need to know when things didn’t go as well as you would have liked, if there’s an area of women’s care you feel we could improve or if you just want to share ideas you have about how the patient experience at Overlake can be even better.
There are several ways you can help us out:
Provide Post-Appointment Feedback. The sooner we hear from you, the fresher the experience will be on your minds – and ours. This is why we always ask for immediate feedback during and after your appointments. Take advantage of our comment cards and verbal requests for feedback so our doctors, midwives and support staff can address your concerns and/or ideas in the present.
We care very much about your experience at our clinics, and we’ll do everything in our power to improve that experience and to make you feel safe, heard and cared for.
Post a Review on Our Website. We realize that not everyone has the time or the comfort level required to provide thorough feedback, especially if that feedback contains a criticism or suggestion for improvement. For that reason, we have Reviews Page right on our website and we invite you to share your honest feedback and experiences with us.
We’re vigilant about reading and responding to those reviews, and we also like that prospective and future patients have a place they can go in order to get a clearer picture of who we are and what we do.
Write a Review Online. If you have the time and are willing to, we also invite you to post a review about Overlake on one of the many popular online review sites. Examples include Yelp!, Google+, and Vitals. Our team reads every single one of these reviews and we do our best to respond directly to the poster as soon as possible.
What Do We Do with Your Comments & Feedback?
We Appreciate Your Feedback!
So, what do we do with the comments and feedback we receive? Good question:
We take it seriously. We take the feedback we receive very seriously. Positive comments are shared with the staff as a whole, as well as with any doctors, nurses, or team members who are specifically mentioned so they know firsthand they’re making a difference.
If there are negative comments or critiques, we try to respond as soon as possible. We share these comments team members as well, and we work immediately to address the situation so it will never happen again. We are also aware that it’s impossible to please all of the people all of the time, so sometimes we have to acknowledge that no matter how hard we try, our office simply might not be the best fit for everyone. This is one of the reasons we recommend “interviewing” OB/GYN’s before selecting yours – there’s a perfect fit for every woman.
We follow up. We always follow up with each patient who submits feedback so they know they are heard. Depending on the information shared, we may have some more questions for you, or we may explain or share a bit more about where we were coming from at the time. Overlake takes patient feedback to heart, and we work continuously on improving our services as personally as possible to meet our patients’ needs.
We continue to improve. As doctors and healthcare professionals, it’s our goal to learn as much as we can so we can provide patients with the most up-to-date information, education, care and treatment. This includes reading current medical journals and attending conferences. It includes working with mentors and continuing our education, and it also includes learning from our patients so we can tailor our care and services to meet their needs.
Do you have a comment, review or question regarding your experience with Overlake OB/GYN? Please leave us a review on our Reviews Page or Contact Us directly. info@overlakeobgstg.wpengine.com. We look forward to hearing from you.