About Press Ganey
About Patient Satisfaction Surveys and Ratings
At OhioHealth, we know patients have many options about where and from whom they receive their healthcare. We also believe that transparency is critical in helping patients make the best choice for themselves and their family to meet their healthcare needs. This includes explaining how OhioHealth captures the patient experience and the ways we share patient feedback with our providers and our current and future patients.
About the surveys
OhioHealth has partnered with an independent patient satisfaction company, Press Ganey, to measure many aspects of our patients’ experience. For more than 30 years, Press Ganey’s mission has been to support healthcare providers and organizations in understanding and improving the entire patient experience.
Who receives the survey?
Patients who receive care from OhioHealth providers are randomly invited to complete the survey. Surveys are offered by mail or email. The survey gives our patients the opportunity to provide feedback about their experience with their OhioHealth provider.
What do we do with the survey responses?
Each year, approximately 80,000 OhioHealth patients respond to the survey, and the results are shared with OhioHealth leadership, providers and associates to identify ways to improve care delivery in our facilities.
Survey ratings and patient comments are shared on the OhioHealth website in Find a Doctor for the benefit of our patients and providers. Our providers also receive their patient ratings compared to their peers on a monthly basis and are asked to continually review their patients’ feedback.
How are provider ratings generated?
Provider ratings are based on patient responses to 5 questions:
- Concern the care provider showed for your questions or worries
- Explanations the care provider gave you about your problem or condition
- Care provider’s efforts to include you in decisions about your care
- Care provider’s discussion of any proposed treatment (options, risk, benefits, etc.)
- Likelihood of your recommending this care provider to others
For each provider, ratings from their patients are averaged together to form a single rating out of 5 stars.
Are all comments posted?
We post both positive and negative comments from the patient satisfaction surveys. We do not post comments that are profane, libelous, slanderous, irrelevant or otherwise inappropriate or may risk the privacy of our patients. Comments are posted in an anonymous manner.
Why don’t all providers have a patient rating or comments?
The more patient ratings a provider receives increases the accuracy and reliability of the results. A provider’s rating will only be posted on the site if he/she has a minimum of 30 completed surveys within a 12-month period.Comments will only appear after a provider has a star rating.
Can anyone complete a survey or post a comment about a provider?
No. Only patients who have received care from an OhioHealth provider may be invited to complete a survey. This ensures that the results are based entirely from patients who have actually received care by the provider.
How is patient information protected?
Patient names are not displayed through the online ratings and comments. All personally identifiable information is removed prior to display.