Patient Satisfaction Scores


Customer Service
Press Ganey
CommWell Health Ratings and Reviews
Your Questions Answered
How Are Ratings and Comments Obtained?
The ratings and reviews seen on provider profiles are gathered from patient surveys, which are conducted by an independent patient satisfaction organization called Press Ganey. This trusted vendor is used by hospitals and government agencies throughout the U.S., and ensures the information we provide is not biased.
How Can I Fill Out a Patient Survey and Contribute to a Doctor’s Star Rating?
On behalf of CWH, Press Ganey distributes the Clinician and Group Consumer Assessment of Healthcare Providers surveys to patients who visit a CWH Provider. Patients receive a phone survey if they have not been surveyed within the last 90 days.
How Are Star Ratings Calculated?
The star ratings are based on patient responses to the overall provider rating question from the phone survey.
- Questions are asked and rated very poor, poor, fair, good or very good.
- Responses are converted to a 5-point rating system and applied consistently to all providers.
- For every 20 points a provider receives it is equivalent to 1 star; ex: Provider scores 80 on survey they are a 4 star provider. The score for provider star rating is only pulled from the provider related questions on the survey.
Why Doesn’t a Provider Have a Star Rating?
The reviews that appear on provider profiles are taken directly from the Press Ganey surveys submitted during a 6-month period.
In addition, patients must be sure to complete the entire survey for their comments to appear on a provider’s profile.
While we are committed to publishing both positive and negative comments, we also maintain a rigorous process to review and remove comments that are profane, libelous, unrelated to the provider, or violate patient privacy.
All patient survey responses are stored on a password protected server. Patient names are not displayed and comments that contain personal, identifiable information are not published.