Patient Satisfaction Survey
An encrypted patient satisfaction survey for healthcare clinics — NPS, service ratings, staff, communication and open feedback, all secured end-to-end.
About this template
This template gives healthcare clinics a professional patient satisfaction survey covering the full care episode — booking, waiting, clinical consultation, communication and likelihood to recommend. All responses are encrypted end-to-end.
What it collects
- Net Promoter Score (likelihood to recommend)
- Ratings for wait time, staff, communication and overall care
- Whether the patient's concern was fully addressed
- Type of visit (for segmentation)
- Open comments for qualitative insight
Encrypted by default
Patient feedback may include health-related information. End-to-end encryption ensures responses are visible only to your organisation, not to the platform provider or anyone in transit.
How to use it
Use this template
Click 'Use template' to create a copy in your dashboard.
Add your clinic's dimensions
Include specialty-specific questions such as procedure clarity or discharge instructions.
Send after each appointment
Trigger by SMS or email immediately after the visit for the highest response rate.
Why clinics and health practices need a patient satisfaction survey
Patient satisfaction is a regulated metric in many health systems — Swiss hospitals report PREM (Patient-Reported Experience Measures) scores, and accreditation bodies increasingly expect documented quality improvement cycles. But beyond compliance, satisfaction data is operationally valuable: it tells you which aspects of the patient experience are weak, which staff or departments generate complaints, and what the gap is between clinical excellence and perceived care quality.
A structured satisfaction survey also gives clinics a private channel to hear about problems before they become public online reviews or formal complaints. A patient who can easily submit private feedback is far less likely to turn to Google — and when issues are resolved quickly, they often become your strongest advocates.
What a healthcare satisfaction survey should measure
A comprehensive clinic satisfaction survey should cover each stage of the patient journey:
- Booking experience — ease of scheduling, confirmation
- Arrival and waiting — check-in process, wait time, environment
- Clinical consultation — thoroughness, listening, clarity of explanation
- Staff — reception, nursing, clinical, administrative
- Communication — discharge instructions, follow-up clarity
- Overall experience and NPS
Patient feedback data and healthcare privacy law
Patient feedback is personal data, and if it contains health-related detail it becomes special-category data under GDPR Article 9. Even anonymous surveys carry re-identification risk in small practices. Treat all satisfaction survey responses as health-related personal data: encrypt them, restrict access, and set a retention limit. End-to-end encryption is the strongest available technical control.
Structured survey vs ad-hoc feedback collection
| Ad-hoc feedback | Structured satisfaction survey | |
|---|---|---|
| Consistency | Varies by who asks and how | Same questions every time |
| Actionability | Anecdotes, hard to trend | Scores, trackable over time |
| Completeness | Only unhappy patients volunteer | Representative sample |
| Compliance | No audit trail | Documented, encrypted, timestamped |
Common mistakes to avoid
- Sending the survey days after the visit — response rates peak within hours.
- Too many questions — keep it under two minutes to complete.
- No closed loop — collecting feedback without acting on it erodes patient trust.
- Storing responses in shared spreadsheets or unencrypted email inboxes.
Frequently asked questions
What is a good NPS for a healthcare clinic?
Healthcare NPS typically ranges from 30 to 70+. A score above 50 is considered strong. More important than the absolute number is the trend — improving over time and benchmarking against your own previous results.
Can the survey be anonymous?
Yes. This template does not ask for the patient's name or contact details. Responses are effectively anonymous unless the patient volunteers identifying information in the comments.
Is feedback data encrypted?
Yes. Every response is encrypted in the patient's browser before submission. Only your organisation holds the decryption key.
For more, see our use case for healthcare practices, our guide to measuring patient experience in Swiss clinics, and our comparison of encrypted survey tools for medical settings.