About Our Provider Ratings and Comments
Cone Health Medical Group (CHMG) is focused on delivering exceptional care to the patients of the communities we serve. Our approach to interactions with those in our care is designed to create 5-star patient experiences for all. So that we remain aware of what is going well and what may need to be improved, CHMG asks individual patients to provide ratings and comments about their personal experiences. As part of our ongoing commitment to 5-star patient experiences for you and your family, CHMG now posts providers’ patient satisfaction ratings and comments online.
Where the Ratings Come From
CHMG works with Press Ganey, which is the company that administers 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 and is intended to support hospitals and medical practices across the country in understanding and improving the patient experience.
What Are the Survey Questions?
The CG-CAHPS surveys ask patients to evaluate how well their provider communicated, listened, and showed courtesy and respect toward them. A raw data score and ranking on a 5-star scale for each provider is used to evaluate patients’ overall perception of care and to identify areas for improvement.
The responses to the questions below in the provider-specific domain of the CG-CAHPS survey is used to calculate star ratings.
Provider Communication Questions:
- Did this provider explain things in a way that was easy to understand?
- Did this provider listen carefully to you?
- Did you talk with this provider about any health questions or concerns?
- Did this provider give you easy to understand information about these health questions or concerns?
- Did this provider seem to know the important information about your medical history?
- Did this provider show respect for what you had to say?
- Did this provider spend enough time with you?
Overall Rating Question:
- What number would you use to rate this provider (on a scale of 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible)?
Who Receives the Survey?
The survey is randomly sent to patients who have seen a Cone Health Medical Group provider in an outpatient practice. Those who are randomly selected receive a survey from Press Ganey within a few days following their appointments. Patients are asked to complete the survey and provide comments regarding specific aspects of care. We value this feedback and use it to continue toward our goal of exceptional care and 5-star experiences for all of our patients.
Can anyone complete a survey?
No. Only patients having an outpatient visit with a Cone Health Medical Group provider are eligible to be selected to receive a survey.
Are all comments published?
We share both positive and negative feedback. However, we do screen comments to ensure they do not contain patient health information or language that is libelous or contains profanity. Any comments containing either of these elements are withheld from publishing.
How is patient information protected?
Star ratings and comments remove patient names and any other personally identifiable information prior to publishing.
Why aren’t there ratings and comments for every provider?
Ratings and comments are published only for providers who are employed by Cone Health Medical Group and who practice in an outpatient setting. Additionally, the providers must currently be on the electronic medical record system used by CHMG. For accuracy, each provider must have a minimum of 30 patient survey responses before his/her ratings appear online.
This minimum threshold ensures that you have a more complete snapshot about patient experiences with an individual provider.