Health Centers Patient Satisfaction

Our commitment to patient satisfaction extends beyond the hospital inpatient experience. We use patient survey results from outpatient clinic visits to gauge our performance and identify areas for improvement.

Survey for Public Reporting and Benchmarking

In January 2014, Froedtert & the Medical College of Wisconsin health centers and clinics began using a new survey to measure patient satisfaction with primary care and specialty providers in the non-hospital setting. This survey was developed as a nationally standardized tool and it is widely anticipated that the Centers for Medicare and Medicaid Services will require its use by 2017.

The Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) survey measures five dimensions of patient satisfaction:

  • Timely appointments, care and information• How well providers communicate with patients
  • Helpful, courteous and respectful office staff
  • Follow up on test results
  • Patients’ rating of the provider

We are currently in our first 12-month data collection period with this survey. We expect that our first public report of patient satisfaction data will occur in 2015.

Avatar Survey for Internal Improvement Efforts

Froedtert & the Medical College of Wisconsin health centers also use patient satisfaction surveys administered by a third-party supplier, Avatar. Avatar's health care survey tools are endorsed by the American Hospital Association and used by organizations nationally, which allows us to benchmark our results against our peers. 

A random selection of health center patients receives these surveys by mail following an office visit. The survey measures 17 factors, similar to the HCAHPS survey used for hospital inpatients. These include:

  • Billing
  • Environment
  • Nursing
  • Patient Safety
  • Physician Care

This data is not publicly reported, but is widely used within the health centers for clinic-level and organizational improvement planning.