Guide to Patient Satisfaction Surveys and Ratings

About the surveys
At Martin’s Point Health Care, we are committed to providing the highest-quality health care experience for our patients. Part of that commitment involves giving our patients frequent opportunities to let us know how well we are delivering on that commitment. Patient satisfaction surveys are one tool we use to get that timely feedback, and our choice to partner with the independent patient satisfaction survey company, Press Ganey, holds us to the highest standard. For more than 25 years, Press Ganey has been the industry’s recognized leader in health care patient satisfaction. Press Ganey works with more than 10,000 health care organizations nationwide, including 50% of all U.S. hospitals, to improve clinical and business outcomes.

Who receives the survey?
Patients treated by Martin’s Point providers are randomly invited to complete surveys. Surveys are offered by mail or email and give patients an opportunity to provide feedback about their experience with their provider. We share results within each Health Care Center and with individual providers to identify opportunities to improve care.

What questions do we ask?
Patients are invited to complete surveys based upon their office visit with their provider. The surveys ask patients or parents to evaluate how well their provider communicated, listened and showed courtesy and respect toward them. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement.

What do we do with the survey responses?
Survey ratings are shared on this website for the benefit of our patients and providers. Our providers also receive their patient ratings relative to peers on a quarterly basis. Providers are asked to continually monitor their patients’ feedback and ratings.

How is the provider’s patient satisfaction star rating created?
Star ratings are based on patient responses to seven questions about care from their provider.
1. Did the provider show concern for your questions or worries?
2. Did the provider include you in decisions about your treatment?
3. Did the provider clearly explain your health conditions?
4. Did the provider explain things in a way that was easy to understand?
5. Was the provider friendly and courteous?
6. Did the provider spend enough time with you?
7. The likelihood of your recommending this provider to others?
For each provider, ratings from their patients are averaged together to form a single star rating.

Why don’t we see patient ratings for every provider?
The more ratings a provider receives increases the accuracy and reliability of the results. A provider’s rating will only be posted on the site providing he/she has a minimum of 30 completed surveys.

Can anyone complete a survey about a provider?
No. Only patients having an office visit by a Martin’s Point provider may be selected to receive a survey. This way we can confirm the results are based entirely from patients who have actually been treated by the provider.

Can I request a survey after my visit?
No, to ensure the integrity of the survey only our vendor Press Ganey can send the survey directly to patients.

How often will I receive a survey?
Every experience our patients have with our services is important to us.  You are eligible to receive a survey for visits with the same provider every 90 days.