description:  HPA Analyzes Patients' Thoughts on Health Care Practices Keystone Health Center, a Pennsylvania federally qualified health center, wanted to measure and improve the level of patient satisfaction among its six practices. HPA recommended that a patient satisfaction survey be conducted for each practice, enabling the practices to better understand patients' needs, as well as how the practices can increase their services. HPA developed a questionnaire, executed the survey, analyzed the data and presented the results along with specific recommendations for improving patient satisfaction. "As with all the research HPA conducts, we provided extensive follow up and facilitation to ensure the study was not just a report but rather was transformed into actions that improved the organization," Vice President of Marketing Victoria Radabaugh said. HPA continues to conduct the patient satisfaction surveys on an annual basis. Each year, HPA analyzes where improvements have been achieved, as well as where adjustments need to be made to continue to increase the level of satisfaction. In addition to identifying and improving specific aspects of services, the very process of conducting these annual studies has created an ethos of quality by alerting both patients and employees that quality is important. For more information, please contact Victoria Radabaugh.