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Customer Survey 2006
Below we offer a short summary of the results and feedback we received.
Treatment
The number of clients receiving intravenous vitamin C (IVC) therapy has
greatly increased during 2006, and this is reflected in the survey; 61%
received chelation therapy, 47% received IVC therapy and 8% received
both.
Word-of-mouth is still the main way clients learn about CAM’s
services, especially chelation (62% amongst chelation clients and 45%
amongst IVC clients).
We are pleased to see 81% of our clients, regardless of which therapy
they receive, are willing to recommend CAM’s services to
others.
There have been some requests for more information about the
treatments, so we would like to remind our clients that there are
booklets freely available from the clinic for you to take for yourself
or to share with friends. There is also our website
www.camltd.co.nz with information and links to books or resources that
you may find useful. In 2007 we aim to update our booklets and
website to ensure new information is made available.
Staff Ratings
There have been no significant changes in how staff at CAM are rated in
this survey compared to 2005. The feedback we received is very
positive; especially for the nurses (70% think that their performance
is excellent). Furthermore, 40% said without prompting that one
of the things they like about coming to CAM is the friendly staff.
Clients have commented on how busy the nurses and other staff have
become, and this reflects the increased number of clients in the last
year. We continue to work on improvements in the delivery of our
service to ensure that standards are maintained in busier
times. Your feedback will help us greatly in this process.
Facilities
Overall the facilities are still rated very highly with 62% rating the
treatment room as very good or excellent compared with 70% in
2005. Some people are finding the room crowded and we are working
on ways to make things more comfortable where space and booking
restrictions allow.
Finding a car park is deemed to be slightly more difficult than in
2005. Clients consider the parking to be good (46%), rather than
very good or excellent (37%). This is another reflection of the
increased number of clients visiting 110 Remuera Rd. However, it
is pleasing to note that only a handful rate the parking negatively (2%
think parking is poor).
One issue that came through (8% mentioned this without prompting) is
that clients would like their receipts on the same day. We
encourage you to speak to the reception staff before your treatment if
this is important for you and we will do everything we can to assist.
Other Improvements
Following on from the 2005 survey, we asked whether clients are in
favour of putting a fan in the treatment room, and/or tinting the
windows. 46% are in favour of a fan and 49% are in favour of tinting
the windows. In response to this we are looking into the
practicalities of these suggestions.
We are very grateful to
all those who participated as it helps as plan future developments and
to improve our overall service.
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