We’re committed to being transparent and providing a voice for our patients. Giving you the information you need to make informed decisions about your own health care.
This guide was developed to help our patients, their families and those considering appointments at a Froedtert & the Medical College of Wisconsin health network location understand how we capture our patients’ experiences.
About Our Surveys
To ensure that we are holding ourselves to the highest standards, we partner with Press Ganey. They are a leading provider of patient experience measurement, performance analytics and strategic advisory solutions for health care organizations across the continuum of care. Today, Press Ganey works with more than 26,000 health care facilities, to help transform the patient experience and create continuous, sustainable improvement.
Who receives the survey?
100% of eligible patients receive a patient satisfaction survey after their visit. Surveys are sent via SMS text message or by e-mail shortly after the patient visit.
Can anyone complete a survey about a physician?
Only patients having a visit with a Froedtert & MCW physician or advanced practice provider may be selected to receive a survey. Therefore results are based entirely from patients who have actually been treated by the person shown.
What questions do we ask?
Froedtert & the Medical College of Wisconsin health network utilizes the Press Ganey Medical Practice survey for all ambulatory office visits. This survey was designed by Press Ganey to be shorter and keenly focus on what matters most to patients across their journey of care.
Each provider’s star rating is based on specific responses to the following questions on the Medical Practice survey. All Press Ganey questions have 5 response categories and receive scores on a 0-100 scale as shown below:
Score =
| Score | Very Poor | Poor | Fair | Good | Very Good |
|---|---|---|---|---|---|
| Score | 0 | 25 | 50 | 75 | 100 |
- Concern the care provider showed for your questions or worries
- Explanations the care provider gave you about your problem or condition
- Care provider's efforts to include you in decisions about your care
- Care provider’s discussion of any proposed treatment (options, risks, benefits, etc.)
- Likelihood of your recommending this care provider to others
Additionally, an overall provider rating question is asked with a 0 to 10 response option with scores on a 0-100 scale as shown below:
- Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider?
| Score | 0-worst provider | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10-best provider |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Score= | 0 | 10 | 20 | 30 | 40 | 50 | 60 | 70 | 80 | 90 | 100 |
Location Star Ratings
How are the location ratings calculated?
The star ratings and reviews found on the relevant froedtert.com location listings are an aggregate of Press Ganey Medical Practice surveys for all ambulatory office visits for that particular location.
Provider Star Ratings
To help visualize provider performance in the form of star ratings on a 1-5 scale, a simple calculation is made. The 1-5 star rating is calculated as the provider’s questions mean score divided by 25, plus 1. The provider’s question mean scores are the average of patient responses to individual questions. Below is an example to help visualize the calculation.
| Provider: John Doe, MD | Survey A | Survey B | Survey C | Survey D | Survey E |
|---|---|---|---|---|---|
| Question 1 | 50 | 75 | 100 | 100 | 75 |
| Question 2 | 50 | -- | 25 | 100 | 100 |
| Question 3 | 75 | 75 | 75 | 100 | 75 |
| Average Score (Total survey score / # of questions) |
58.3 | 75 | 66.6 | 100 | 83.3 |
| Survey Score (Survey Score / 25) + 1 |
3.33 | 4 | 3.66 | 5 | 4.33 |
Are all comments posted?
We are committed to posting all relevant feedback, both positive and negative. However, we do not post comments that contain Personal Health Information (PHI), are libelous, contain vulgar remarks or are otherwise inappropriate.
If a comment is removed because it is not eligible to be publicly shared, the star rating associated with that patient survey will still be calculated in the provider’s overall star rating.
Why don’t all providers have a star rating?
Physicians or advanced practice providers must have 30 surveys returned in the most recent 12 month period. Having a sufficient numbers of surveys back for each physician or APP increases the accuracy and trustworthiness of the results.
Protecting Patient Information
All patient feedback, ratings and comments are displayed anonymously.