Patient Guide to Patient Experience Surveys and Ratings
CGH values the partnerships we have with our patients and their loved ones. We are committed to providing you with the information you need at your fingertips to make informed decisions about your health care, and about the physicians and other providers who walk the care journey with you. As part of that commitment, we now post our providers’ patient experience ratings online. To assist you, we’ve developed this guide to help patients, family members and those considering appointments with the CGH providers understand how we capture and report our patient experience ratings.
About Our Survey
CGH is focused on providing an exceptional experience in every care interaction. All ratings are submitted by actual patients and verified by a leading company in the patient experience industry. We measure all aspects of patient experience. To ensure that we are holding ourselves to the highest standards, we partner with an independent patient experience company. Qualtrics provides the technology to display ratings and comments on our provider profile pages.
Who Receives the Survey?
Our survey is sent to every eligible patient shortly after their visit with the provider. We reach out to our patients by phone and email. Patients are asked to complete the survey and provide comments regarding specific aspects of their care. Our survey consists of 9 questions and takes less than 2 minutes to complete. We use this feedback to improve and enhance the care we offer.
Are All Comments Posted?
CGH is committed to transparency. That means posting all relevant feedback – whether it’s positive or negative. However, we do not post comments that are profane, slanderous, or that jeopardize the privacy or confidentiality of others (see exclusion list below). Comments have to be relevant to the patient visit. Independent of comments, ALL ratings for our providers are published.
What Questions Are Asked?
CGH uses questions that are specific to how well their provider communicated, listened, and showed courtesy/respect toward them. Results are used to evaluate patients’ overall perception of care and to identify potential areas of improvement.
We calculate our star ratings based on the responses to the questions listed below:
Physician Communication Questions
- Was your provider respectful and courteous toward you?
- Did your provider listen carefully to you?
- Did your provider explain things in a way that you understood?
- Did the provider spend enough time with you?
Overall Rating Questions
- How likely would you be to recommend your provider to family and friends?
- Using a number from 0 to 10, where 0 is the lowest and 10 is the highest, what number would you use to rate your confidence in this provider?
Why Don’t We See Patient Ratings and Comments for Every Provider?
Industry best practice is clear that more data provides a more accurate picture. That’s why we require a minimum of 30 completed patient surveys per provider before we post a rating for that provider. Over time, with more completed surveys, the number of rated providers will increase. A provider’s rating will only be posted on our site when he/she has a minimum of 30 completed surveys.
Why Don't We See Patient Ratings For Every Specialty?
Some of our services are not included in the Qulatrics survey, however, if you wish to share feedback about your visit, we’d love to hear from you. Please email us at info@cghmc.com.
Can Anyone Complete a Survey Or Post a Comment About a Provider?
No. Only patients who have completed an outpatient visit by a CGH provider may be selected to receive a survey. The results are based entirely from patients who have actually been treated by the provider.
How is Patient Information Protected?
Patient names are not displayed through the online ratings and commentary reviews. All personally identifiable information is removed prior to display.
About the Qualtrics Survey
CGH Medical Center is focused on providing an exceptional experience in every care interaction. We measure all aspects of patient satisfaction. In order to ensure that we are holding ourselves to the highest standards, we partnered with Qulatrics, an independent, third party patient satisfaction company. Qualtrics provides the technology to display ratings and comments on our physician profile pages. All ratings are submitted by actual patients and verified by Qualtrics.
Exclusion Criteria
Are all comments posted? We are committed to posting both positive and negative comments from our surveys with the following exceptions:
- Offensive, slanderous, or profane language
- Names or detailed descriptions that jeopardize the privacy or confidentiality of others
- Comments that are deemed inappropriate or otherwise irrelevant
- Comments about other providers, departments, or instances of care