Patient satisfaction surveys and ratings
UT Physicians, the clinical practice of McGovern Medical School at The University of Texas Health Science Center at Houston (UTHealth), is transitioning to a model of transparency by publishing patient experience star ratings and comments to health care provider pages on UTPhysicians.com. The star ratings and comments will come to us from Press Ganey, a third-party company UT Physicians contracts with to conduct our patient satisfaction surveys.
“Research proves that people making health care decisions want information from trusted review sites about their physicians or advanced care providers,” said Andrew Casas, chief operating officer of UT Physicians and senior vice president with UTHealth. “The goal is to provide a comprehensive, unbiased perspective from our valued patients. UT Physicians utilizes patient surveys each month to pinpoint areas of growth to improve the patient experience.”
As part of this process, all comments will be reviewed by the UT Physicians Patient Experience team before they are posted in order to edit comments containing patient health information (PHI), profanity and potentially libelous verbiage.
Star ratings and comments will only be available on the website for providers who have at least 30 completed surveys. The results will only display for our providers who see patients in UT Physicians owned clinics. They will not display for hospital-based providers or those treating patients in Harris Health, Memorial Hermann clinics or other affiliated locations.
Which questions from the survey are displayed?
Patient ratings and comments listed are based on feedback from the “Care Provider” portion of the survey. Questions include:
- 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, risks, benefits, etc.)
- Likelihood of your recommending this care provider to others
Over the next couple of months, the UT Physicians Patient Experience team will continue updating health care provider pages with star ratings and comments on the website.
For more information on the surveys, view our Guide to Satisfaction Surveys and Ratings. For any feedback related to this transparency effort, you can contact the UT Physicians Patient Experience team at firstname.lastname@example.org.
—Melissa McDonald, UT Physicians