Patient Satisfaction Ratings FAQs

Survey by Press Ganey Associates

In order to monitor our patients’ satisfaction with their healthcare experience, we partner with Press Ganey to collect feedback from patients. Press Ganey Associates, Inc. is a national firm that provides services to survey healthcare consumers and patients about their experiences. Northwestern Medicine engages Press Ganey to survey our patients and to provide comparative data to enable us to identify opportunities to improve

Patient satisfaction is an indicator of quality healthcare. A higher score may indicate that a hospital provides a higher level of patient care.

Which providers are eligible to have star ratings and comments on NM.org?

All Northwestern Medicine physicians that are surveyed using the Press Ganey Medical Practice survey (outpatient clinic survey).

What questions are included in the Care Provider section of the survey used in the outpatient clinic and how are ratings calculated?

There are ten questions included in the Care Provider section of the survey used in the outpatient setting. Responses are on a scale from 1 to 5 with 5 being the best score. Physicians have their ratings for each question included on their profile page as well as an overall rating. The question-specific rating is the average of all responses to that question. The overall rating is the average of all responses within the Care provider section.

Why doesn’t my physician have patient ratings and comments available?

Patient ratings and comments are posted for physicians who see patients in the outpatient setting and have received at least 30 patient experience surveys. A physician will not have ratings or comments available until the minimum number of surveys are received from patients. Physicians will also not be included if their hospital, practice, or department is not yet participating in this initiative.

Will all patient comments be posted for participating physicians who have met the minimum number of returned surveys?

Patient comments from the Care Provider survey section are being posted to physicians’ profile pages. Only comments from this section are posted to make sure the comments are related to the doctor or care from the visit.

Comments will not be posted if they are not related to the doctor or care from the visit or if they include commentary on technical aspects of care that others could construe as medical advice. Offensive language, potentially slanderous material, or personal information about the patient will be deleted from comments before they are posted.

Comments and star ratings will be refreshed on a rolling 2 year basis. Therefore, comments from more than 2 years ago will not appear on the website.

Why do some surgeons have a group score and all the same comments?

Surgeons from the Trauma and Critical Care division of the Department of Surgery practice as a group, given the 24 hours a day and 7 days a week nature of their work. Multiple surgeons may care for an individual patient. For these surgeons, they have group ratings and shared comments instead of individual ratings and comments.