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Problem: Safety net FQHCs are typically challenged with initiating and sustaining standardized measurement of patient satisfaction. Baseline survey data establishing how patients rate their satisfaction at San Francisco General Hospital (SFGH) Urgent Care Center (UCC), a public safety net federally qualified health center, located in San Francisco, California is needed. Implementing an existing patient satisfaction survey instrument using a standardized method, with volunteer survey administrators, made this study unique and resulted in a higher rate of survey participation that any other method previously attempted. Survey results determine whether patients' needs and expectations were being met, adding value and allowing for comparison of performance internally over time. Standardizing and using the same measurement tool across facilities, also allows for external comparisons to other safety net FQHC settings. Methods: Using a convenience sample, over a period of three months surveys in English were given in-person to patients after receiving care at an urgent care center. The surveys were offered through volunteers who had completed specific survey administration training. The publicly available survey instrument was developed by the Bureau of Primary Health Care (BPHC) Health Resources and Services Administration (HRSA). Minor modifications were to the survey instrument tailored for the SFGH UCC patient population. Quantitative answers were based on a 5-point Likert-like scale (5-Great, 4-Good, 3-0K, 2-Fair, 1-Poor). Outcomes included patient self-reported ratings on specific domains: Ease of Getting Care, Waiting, Care and Communication, Financials, Facility, Confidentiality and Overall satisfaction. Results: A sample of patients (n=64) received care at SFGH UCC self-reported being generally satisfied with their experience. Patients were most satisfied with care and communication by Nurses and Medical Assistants (4.54), and Providers (4.48). Patients were least satisfied with the Financials (4.01) and Waiting Time (4.06). The age groups showed majority being 25 to 44 IMPLEMENTATION OF PATIENT SATISFACTION SURVEY years old ( 46.8%) and 45 to 64 years old (37.1 %). Hispanic respondents comprised the highest proportion of any raciai/ethnic group, followed by Black/ African American and White ( 40.3% Hispanic, 22.6% Black/African American, 19.4% White). The majority of patients (71 %) answered "yes" to SFGH UCC being their regular source of care. An independent groups t test indicated no significant difference on overall satisfaction between patients who consider the clinic as their regular source of care (M= 4.24, SD = 0.71) and patients who did not (M= 4.15, SD = 0.78), t (41) = 0.382,p = .705. The narrative data was analyzed for common themes using an inductive approach to content analysis. 3 Conclusion: The results of the analyses reported provide preliminary support for the value with collecting patient satisfaction data, the need of establishing baseline data fro FQHC settings, and the benefits of utilizing an existing and standardized survey tool. Additionally, this study adds to the body of literature supporting the importance of measuring patient satisfaction unique to FQHC settings, while utilizing standardized survey methods. Lessons from implementing a patient satisfaction survey can guide other FQHCs with similar patient population settings who wish to undertake or promote transformation using the BPHC HRSA patient satisfaction survey. IMPLEMENTATION OF PATIENT SATISFACTION SURVEY 4 Table of

Implementation of a Patient Satisfaction Survey in a Federally Qualified Health Center