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Medicine Matters Home Patient Care Patient Experience Survey Reports from JHM Dept of Service Excellence

Patient Experience Survey Reports from JHM Dept of Service Excellence

Emails to DOM ambulatory providers with Star Ratings and Patient Comments

  • Restarted this week after mostly being paused since 2020
  • Star Ratings generated from Clinician & Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) ambulatory patient visit survey responses
  • CG-CAHPS surveys
    • Validated instrument used nationally for over 10 years
    • Press Ganey Corporation sends to patients after most ambulatory visits

Public-facing presentation of Star Ratings on

  • Expected to launch January 22, 2024 enterprise-wide, including DOM ambulatory physicians with a minimum number of survey results in a rolling year
  • Opportunity for the public to see better quality (and uniformly much higher rated) results than available on commercial platforms like Google Reviews and Healthgrades
  • Transparently posting patient comments (both good and bad) is industry best practice
    • Vast majority are positive
    • Monthly emails represent an opportunity to preview comments prior to posting online on the 15th of each month
    • Comments that share PHI, allegation of harm, profanity, or bias (and certain other categories) will not be posted
    • Service Excellence Dept will assist with requests for comment review
  • Trainees excluded
  • Advanced practice providers: Service Excellence will announce separate launch at a later date
  • More details in link below

Opportunity for personal feedback

  • Emails and embedded links provide convenient way to view and learn from patient assessments
  • Comparison to scores within your primary clinical division available through a link in each monthly email (slight discrepancies in results originate from lag time in Tableau data uploads and current inability of Tableau database to look back a full rolling year)
  • Resources to help strengthen communication skills will be available from JHM Service Excellence

Questions / Feedback?


Kelsey Bennett