About Our Patient Satisfaction Ratings & Comments - Wheaton Franciscan Healthcare

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About Our Patient Satisfaction Ratings & Comments

At Wheaton Franciscan Healthcare, patient satisfaction and continuous quality improvement are our top priorities. We also believe that transparency is a critical part of the improvement process, and are committed to giving you reliable, easy-to-understand information about our performance.

This involves explaining our patient satisfaction survey process, and how we use this information to share our results.

How We Measure Patient Satisfaction

Wheaton Franciscan Healthcare measures different aspects of our patients’ experience. To ensure that we hold ourselves to the highest standards, we partner with an independent patient satisfaction company, Press Ganey.

Press Ganey has been the industry’s recognized leader in healthcare patient satisfaction for over 25 years. Press Ganey works with more than 10,000 healthcare organizations nationwide, including half of all hospitals in the United States, to improve clinical and business outcomes.

Who Receives a Patient Satisfaction Survey?

All patients who are cared for at Wheaton Franciscan Healthcare hospitals and outpatient facilities, and by Wheaton Franciscan Medical Group physicians, are randomly invited to complete surveys. Surveys are offered by mail or email and give patients the opportunity to provide feedback about their care.

Each year, approximately 25,000 Wheaton Franciscan Medical Group patients respond to these surveys. The results of the surveys are shared with leaders, departments and individual physicians to understand current strengths and opportunities to improve patient care.

Why Do You Post Patient Ratings & Comments About Your Doctors?

It’s important to us that patients have the best health care partner possible to ensure their long-term health, wellness and positive outcomes. Having access to information provided by current patients is a critical part of the physician selection process.

Unlike other online doctor rating sites, using only our patient satisfaction survey responses to provide comments and determine ratings ensures that the results we share are based entirely on responses from patients who have actually been treated by the provider.

How is a Doctor’s Patient Satisfaction Star Rating Determined?

Star ratings are based on patient responses to 10 questions about the care they received from their doctor, as completed on our Press Ganey patient satisfaction surveys. These questions include the following:

  1. Friendliness/courtesy of the care provider.
  2. Explanations the care provider gave you about your problem or condition.
  3. Concern the care provider showed for your questions or worries.
  4. Care provider’s efforts to include you in decisions about your treatment.
  5. Information the care provider gave you about medications (if any).
  6. Instructions the care provider gave you about follow-up care (if any).
  7. Degree to which the care provider talked with you using words you could understand.
  8. Amount of time the care provider spent with you.
  9. Your confidence in this care provider.
  10. Likelihood of your recommending this care provider to others.

Responses are indicated on a scale of:

1 – Very Poor
2 – Poor
3 – Fair
4 – Good
5 – Very Good

All responses are converted to a 1-5 scale and averaged by Press Ganey over a rolling 12-month period to determine the provider’s star rating.

Do You Post All Comments?

Both positive and negative comments from our patient satisfaction surveys are posted. We do not post comments that are:

  • Libelous
  • Slanderous
  • Profane
  • Offensive
  • Irrelevant
  • Inappropriate
  • Contain Protected Health Information (PHI) or otherwise may risk the privacy of our patients.

Comments that contain PHI or some inappropriate content, but that otherwise provide consumers with helpful information, may be redacted. In these cases, you will notice a series of asterisks (*) through the portion of the comment that is inappropriate for posting.

All comments are posted anonymously.

Why Are Ratings and Comments Missing from Some Provider Profiles?

Having more survey responses increases the accuracy and reliability of the results. Therefore, a provider’s star rating will only be shown if he/she has a minimum of 30 completed surveys. 

Patient comments are optional on our surveys, and comments are posted only if they meet the criteria outlined in the "Do You Post All Comments?" section above and if there is a minimum of five comments available.

Additionally, ratings and comments are published only for Wheaton Franciscan Medical Group or Metro Physicians providers.

How Do You Protect Patient Information?

All patient comments are posted anonymously. All personally identifiable information, or PHI, is removed (or redacted) prior to posting. Redacted comments are indicated by a series of asterisks (*) through the portion of the comment that contains PHI or inappropriate language but that is otherwise helpful to potential patients when considering a new provider.

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