About the Press Ganey Satisfaction Survey
What is Press Ganey?
Press Ganey is a patient
experience company in South Bend, Indiana. We partner with them, but it is an
independent company. This means there is no chance for bias in the survey
questions or reported results.
Press Ganey partners
with more than 50% of all U.S. hospitals to help improve clinical and business
outcomes. Learn more about Press Ganey.
Who receives the survey?
Patients who are seen at
Wake Forest Baptist Health’s outpatient clinics are randomly selected to
receive a survey. Surveys are sent through the mail or emailed within a few
weeks of appointments.
Are all comments posted?
We collect comments from the Care Provider section
of the Press Ganey Survey and post them weekly.
Both positive and
negative comments are posted, with these exceptions:
- Offensive, abusive or malicious language
- Names or detailed descriptions that jeopardize
patient confidentiality or privacy
- Comments about other providers, departments
or instances of care (Emergency Department, Financial Services, Pharmacy,
Why don’t we see patient
ratings and comments for every doctor?
Currently, not all
doctor ratings and comments are available. The number of rated physicians will
increase over time.
The more ratings a
provider receives, the more accurate and statistically reliable the data is. Providers
with less than 30 ratings may not have patient ratings listed on their profiles.
What questions are asked on the survey?
If you have questions or concerns, please
Other Frequently Asked Questions
Why is posting Press Ganey ratings and comments so important?
Today’s society increasingly
demands transparency and access to information which allows for informed
decision making. We believe that by giving current and prospective patients and
their families access to doctor ratings and comments, they gain additional
insight into what other patient interactions have been like, and they can make
more informed decisions when choosing a health care provider.
Internally, we use the data and comments on Press Ganey
surveys to help our Patient Experience Team focus on issues of great importance
to our patients and families. Access to patient satisfaction information allows
us to make changes in policies, procedures and communication techniques to
ensure that we are providing the best possible health care experience for our
patients and families.
Can any Wake Forest Baptist patient post a comment?
Comments cannot be posted directly to a provider's
profile. All comments are taken from the Press Ganey patient satisfaction
surveys. When Wake Forest Baptist patients receive these surveys, they can
write comments on them. As long as the comments do not include any of the
exclusion criteria, they will be posted on the provider's profile within two to
three weeks of when they are received.
Which patients receive surveys and how are they chosen?
Patients eligible to receive a survey will have:
- Been seen in an outpatient setting
- Not received a survey about an
outpatient visit in the last 30 days
Twenty-five outpatient surveys are mailed out, per
provider, per month to a random sample of patients. All additional patients who
have not received an outpatient survey in the last 30 days will receive an
e-survey, provided we have their e-mail addresses on file.
Are surveys sent out to patients seeing doctors in all specialties?
Yes, outpatient surveys are sent to patients seeing doctors in all
specialties. The questions and structure of the survey may vary slightly
What is the percentage of the surveys are returned?
The average return rate is 18%. The return rate does vary by
How many of the comments are posted?
We don't know yet exactly, but early indicators are that only 3.5% of all
comments meet the exclusion criteria and are not posted.
What happens if a physician or their practice receives a bad review?
The review will be posted. The Patient Experience team will work with
providers who request coaching or help on how to improve their patients' experiences.
Could a couple of bad reviews affect a doctor's ranking?
A minimum of 30 ratings (not comments) are needed to ensure statistical
validity. Providers with less than 30 ratings may still have data featured on
their profiles, but it is their choice. When a provider has less than 30
returned surveys, ratings are more likely to fluctuate based on surveys with
extreme responses, positive or negative.
Do other hospitals do this?
Yes, but currently only four other hospitals in the nation do so. We are proud
that Wake Forest Baptist is the first hospital in North Carolina to post Press
Ganey doctor ratings and patient comments.
How will patient privacy be protected in these comments
Any comment that risks patient privacy (e.g. names, unique diagnoses, unique
procedures or complications) will not be posted.