Phone YOUR MEDEXIA MEMBERSHIP NO * Names * Email Address * MEMBERS' SATISFACTION SURVEY 1. How long have you used our service? * Less than 9 month 1 – 6 months 1-3 year Over 3 years 2. How often do you use the hospital/clinic under the scheme? * Once a week 2 to 3 times a month Once a month Less than once a month 3. Mention the hospital/clinic where you experience the best services under the Scheme: * 4. Please state the level of satisfaction obtained in 3 above starting from 5, 4, 3, 2, 1 (5 being the most satisfied and 1 being the least satisfied) Doctors Services * select 5 4 3 2 1 Professionalism in service delivery * select 5 4 3 2 1 Nurses Effectiveness * select 5 4 3 2 1 General attitude of all employees * select 5 4 3 2 1 Waiting Time * select 5 4 3 2 1 Friendly nature of all employees * select 5 4 3 2 1 Efficacy of Drugs * select 5 4 3 2 1 Hospital/Clinic Location * 5 4 3 2 1 5. Mention the hospital/clinic where you experience the worst services under the Scheme: * 6. Please state the level of dissatisfaction starting 5 being the most dissatisfied and 1 being the least dissatisfied Doctors Services * select 5 4 3 2 1 Lack of professionalism in service delivery * select 5 4 3 2 1 Waiting Time * select 5 4 3 2 1 General attitude of all employees * select 5 4 3 2 1 Nurses * select 5 4 3 2 1 Unfriendly nature of all employees * select 5 4 3 2 1 Efficacy of Drugs * select 5 4 3 2 2 1 Hospital/Clinic Location * select 5 4 3 2 1 7. How easy is it to make contact with us where you have challenges in accessing our service? * Extremely Easy Very Easy Moderately Easy Not at all easy 8. What is the best mode you use to finally make contact with us? * Tel to our Medical Team Email to our Medical Team Tel to your HR Email to your HR 9. Are you satisfied with our Telephone response/attempt at solving and resolving your challenges? * Extremely Satisfied Very Satisfied Moderately Satisfied Not Satisfied at all 10. From your experience which is the best way to resolve challenges under the scheme? * Tel to our Medical Team Tel to your Account Handlers Email to our Medical Team (medicalteam@medexia.com) Email to our Administrators (adminstrators@medexia.com) 11. How friendly are the employees at our company when answering your calls? * Extremely Friendly Very Friendly Moderately Friendly Not at all Friendly 12. Thinking of similar services offered by other HMOs, how would you compare the services offered by our company to other you have used previously. * Much Better Somewhat Better About the same Much worst Don’t Know I have not used any other HMO before 13. What do you like about our services? * Quality of Hospital Knowledge of Account Handlers Knowledge of Medical Team support Others 14. What do you dislike about our services? * Hospital Suspension Low quality drugs by Hospitals Inability to make contact on time Others 15. Are you aware of our Call Centre Numbers. Our Call Centre Numbers are 08134224609, 014537566 * YES NO 16. Please comment on how you think we can serve you presumably better? *
