do patients have to say about Wake Forest Baptist doctors?
can now find out online.
Forest Baptist Medical Center has become the first health care system in North
Carolina and just the fourth in the United States to post patient satisfaction data
and comments – both positive and negative – about staff physicians on its
ratings of doctors who practice in outpatient settings are compiled from patient
surveys distributed and administered by Press Ganey, an independent health care
research and consulting firm based in South Bend, Ind. While Wake Forest
Baptist has conducted patient satisfaction surveys of this type for more than 20
years, this is the first time the information has been made available to the
this day and age, society increasingly expects transparency and access to
information to help them make informed decisions,” said Russell M. Howerton,
M.D., Wake Forest Baptist’s chief medical officer. “Our belief is that by
giving current and prospective patients and their families access to patient-generated
doctor ratings and comments, we are helping them make informed decisions when
choosing a health care provider. It’s the right thing to do.”
of and comments about doctors are available on a variety of websites, but only
the online reviews posted by Wake Forest Baptist and three other Press Ganey
clients – University of Utah Health Care of Salt Lake City, Piedmont
Healthcare of Atlanta and INTEGRIS Health of Oklahoma – are verified as being from actual patients and their
access Wake Forest Baptist’s doctor ratings, go to www.wakehealth.edu and
click on the “Find a Doctor” tab near the top of the home page. On the page
that opens, fill in at least one of the search fields and hit “submit.” A new
page will appear; click on a particular doctor’s name to open his or her
under the physician’s photo on the profile page is a Doctor Rating of one to
five stars, which represents his or her average score in patient responses over
the past year to nine questions on the Press Ganey Patient Satisfaction Survey.
Beneath the stars are the number of ratings the doctor has received and the
number of patient comments posted; clicking on either will open a new page with
more detailed information.
Doctor Ratings page shows how patients rate the physician on a scale of 1 (“very
poor”) to 5 (“very good”) on each of the nine survey questions, which cover
topics such as the doctor’s use of clear language, the amount of time the doctor
spent with the patient and the patient’s likelihood of recommending the doctor.
Below these scores are the patient comments, compiled from the surveys. These are
updated weekly and remain “live” for one year.
comments are neither edited nor altered but they are reviewed for appropriateness.
Comments containing information that could jeopardize patient confidentiality
or privacy; profane, abusive, discriminatory, malicious or potentially libelous
language; or reference to other health care providers, other instances of care (emergency,
inpatient, past visits) or other aspects of Medical Center operations (e.g.,
parking, billing) are not posted.
present, Wake Forest Baptist’s website includes reviews for more than 375 physicians,
all of whom have earned overall ratings of at least four stars. The number of
rated physicians will increase over time, but the reviews will remain limited
to those doctors who see patients in outpatient settings and who have been
rated by 30 or more patients in the previous 12 months.
confident that posting patient satisfaction data and comments will help us improve
the quality of care we provide,” Howerton said. “Paying attention to the voice
of the patients will help us practice critical communication skills such as
setting expectations, offering clear explanations and partnering with patients
and families to attain the best possible outcomes.”