Patient Satisfaction Surveys and Ratings

 

At Lakewood Health System, we believe in providing you with as much information as possible to help choose the provider who’s right for you. We also believe transparency is critical. This includes explaining patient satisfaction surveys, the various ways we deliver patient feedback to our providers, and how we have created transparent reporting to patients about our providers.

 

About the surveys

Lakewood measures many aspects of our patients’ experience. To ensure we are holding ourselves to the highest standards, we partner with an independent patient satisfaction company, Press Ganey. For more than 25 years, Press Ganey has been the industry’s recognized leader in healthcare patient satisfaction. Press Ganey works with more than 10,000 healthcare organizations nationwide, including 50% of all U.S. hospitals, to improve clinical and business outcomes.

Who receives the survey?

Patients treated by Lakewood providers are randomly invited to complete surveys to provide feedback about their experience. This way we can confirm the results are based entirely from patients who have actually been treated by the provider. Results are shared with departments and individual providers to identify opportunities to improve care.

What questions do we ask?

Patients are invited to complete surveys based on their hospital stay or outpatient office visit with their provider. The surveys ask patients or parents to evaluate how well their provider communicated, listened and showed courtesy and respect towards them. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement.

What do we do with the survey responses?

Survey ratings and patient comments are shared on this website for the benefit of our patients and providers. Our providers also receive their patient ratings relative to peers on a quarterly basis. Providers are asked to continually monitor their patients’ feedback and ratings.

How is the provider’s patient satisfaction star rating created?

Star ratings are calculated using an average of all survey responses to each of the three questions:

  • Friendliness/courtesy
  • Confidence in your care provider
  • Likelihood to recommend

Are all comments posted?

We post both positive and negative comments from the surveys. We do not post comments that are libelous, slanderous, profane, irrelevant or otherwise inappropriate or may risk the privacy of our patients.

While the comments are posted in an anonymous manner, we understand some patients may recognize their comment and desire for it to be removed from the website. Patients may request to remove a comment from their provider’s profile by calling 218-894-8778.

Why don’t we see patient ratings and comments for every provider?

The more ratings a provider receives increases the accuracy and reliability of the results. A provider’s rating will only be posted on the site providing he/she has a minimum of 30 completed surveys. For example, a provider who primarily treats hospitalized patients and receives only seven surveys over the course of a year will not have a corresponding star rating displayed.

Due to the particularly sensitive nature of care provided by our behavioral health providers, Lakewood has elected not to include ratings or comments from patients for these providers.

How is patient information protected?

Patient names are not displayed through the on-line ratings and commentary reviews. All personally identifiable information is removed prior to display.