Patient Guide to Patient Satisfaction Surveys and Ratings

We’re committed to being transparent and providing a voice for our patients. Giving you the information you need to make informed decisions about your own health care.

This guide was developed to help our patients, their families and those considering appointments at a Froedtert & the Medical College of Wisconsin health network location understand how we capture our patients’ experiences.

About our surveys

To ensure that we are holding ourselves to the highest standards, we partner with Press Ganey. They are a leading provider of patient experience measurement, performance analytics and strategic advisory solutions for health care organizations across the continuum of care. Today, Press Ganey works with more than 26,000 health care facilities, to help transform the patient experience and create continuous, sustainable improvement.

Who receives the survey?

Patients who are seen at Froedtert & MCW's clinics are randomly selected by Press Ganey to receive a patient satisfaction survey after their visit. Surveys are sent via U.S. Postal Service mail or by e-mail shortly after the patient visit.

Can anyone complete a survey about a physician?

Only patients having a visit with a Froedtert & MCW physician or advanced practice provider may be selected to receive a survey. Therefore results are based entirely from patients who have actually been treated by the person shown.

What questions do we ask?

We utilize the Clinician and Group Practice Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) survey. This survey was developed by the Agency for Healthcare Research and Quality to assess patient perceptions of care provided by physicians and medical groups. Results are used to evaluate our patients’ experience and identify areas of improvement.

Each provider’s star rating is based on specific responses to the following questions on the CG-CAHPS survey:

  • During this visit, did the provider explain things in a way that was easy to understand?
  • During this visit, did the provider listen carefully to you?
  • During this visit, did this provider give you easy to understand information about your health questions or concerns?
  • During this visit, did this provider seem to know the important information about your medical history?
  • During this visit, did this provider show respect for what you had to say?
  • During this visit, did this provider spend enough time with you?
  • Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider?

Are all comments posted?

We are committed to posting all relevant feedback, both positive and negative. However, we do not post comments that contain Personal Health Information (PHI), are libelous, contain vulgar remarks or are otherwise inappropriate.

If a comment is removed because it is not eligible to be publically shared, the star rating associated with that patient survey will still be calculated in the provider’s overall star rating.

Why don’t all providers have a star rating?

Physicians or advanced practice providers must have 30 surveys returned in the most recent 12 month period. Having a sufficient numbers of surveys back for each physician or APP increases the accuracy and trustworthiness of the results.

Protecting Patient Information

All patient feedback, ratings and comments, are displayed anonymously.