We take your experience to heart.
Another way we listen to the voices of patients and families is through patient satisfaction surveys, administered by a third-party vendor (Press Ganey). After your visit, you may receive a survey through the mail or by email or text message.
Survey results are reported to every level of the organization, both through ratings as well as comments, and shared on our provider profile pages to support our goal of providing transparent information to guide you in making the decision that is best for you.
Frequently Asked Quesitons
Star ratings are based on responses to outpatient survey questions that focus on the provider’s overall care, as well as whether the provider listened carefully, spent enough time with you, showed respect for you, explained things and care instructions in an easy-to-understand way, and seemed to know important information about your medical history.
Press Ganey averages and converts all survey responses into a single star rating, with five stars being the highest.
We post both positive and negative comments from patient surveys. We do screen the comments to eliminate private patient information, foul language and irrelevant information.
We will also include (publish) comments where another area is mentioned such as: resident-involved care; nursing care; reception; time until appointment; billing/insurance; parking; facilities; etc. The voice of every patient counts, and even when patients speak of areas outside of the direct provider encounter, their feedback nevertheless represents part of their total ECU Health experience.
A provider might not have a rating for one of two reasons: he or she does not see patients, or has not received the minimum number of 30 patient survey responses to-date. This minimum ensures that the data is statistically valid.
Additionally, the text of patient comments will only be shown after a minimum of 5 comments are received, in order to have displayed comments be more representative.