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About our survey

About Our Survey

Who Receives the Survey?

Patients receive the option to take the Press Ganey Patient Satisfaction survey after their visit is completed, if the clinic collected the patient’s email address or cell phone number.  Surveys are sent to patients within a few days of their visit via text or email. Patients are offered to take the survey once every 90 days.

How Are Star Ratings Determined for Providers and Locations?

Virginia Mason Franciscan Health displays patient satisfaction ratings using a 1 to 5 “star” scale, with 5 being the best possible score. Star ratings are derived from a specific set of questions asked through the Press Ganey Patient Satisfaction Survey. An average star rating score for a location is calculated based on the ratings of the providers who practice there.

Overall star ratings are derived from patients' feedback to the 5 questions within the care provider section of the survey, including:

  • Explanations care provider gave you about your problem or condition
  • Concern care provider showed for your questions or worries
  • Care provider's efforts to include you in decisions about your treatment
  • Care provider’s discussion of any proposed treatments (options, risks, benefits, etc.)
  • Likelihood of your recommending this care provider to others

Why Aren't Ratings and Comments Available for All Providers?

Some of our providers do not have associated patient satisfaction ratings or comments. Rating information will only display for providers in the outpatient setting who have received at least 30 returned patient surveys within the past 12 months and are employed by Virginia Mason Franciscan Health. This ensures that the data is statistically valid. Providers who conduct research, have administrative responsibilities or are trained in select specialties may not meet the minimum qualifications to receive a rating.

Are All Comments Posted?

Comments appearing on our provider pages are taken directly from the Press Ganey Patient Satisfaction Survey and may be modified to remove protected health information or patient identifiers. The survey is voluntary and confidential. Comments displayed on our website are anonymous. No patient names or contact information will be displayed.