About Our Patient Satisfaction Scores
We care about the experience our patients and families have with Children’s National and our team. We regularly send surveys after a visit or hospitalization, and use a nationally-recognized vendor, Press Ganey, to help us. These patient satisfaction scores (ratings and reviews) help us celebrate staff and make improvements.
The ratings on our provider profiles are from the care provider section of the specialty clinic visit survey, and is specific to the visit with the doctor, nurse practitioner or physician assistant. The individual question score is an average of all survey responses to that question. Responses are measured on a scale of 1 to 5, with 5 being the best score.
Why is this information available?
Our goal is to offer the public (especially prospective patients and families) more objective and meaningful perspectives into the patient and family experience with our specialty providers. We want families, referring physicians and other caregivers to be able to easily access the reliable information they need to make informed decisions about choosing a pediatric healthcare provider. Children’s National was the first freestanding pediatric hospital in the United States to embrace transparency of its provider satisfaction data.
How is the survey administered?
In partnership with our vendor Press Ganey, we send surveys directly to families via mail or email a few days after the specialty clinic visit. This ensures that only verified patients are rating and reviewing our providers.
What does it mean if a doctor does not have a rating?
If a provider does not have a rating, it can be for one of a few reasons:
- Does not use the survey tool. Not every provider or office at Children’s National uses the Patient Satisfaction Survey through Press Ganey. We only provide ratings for those who do.
- Not enough responses. We currently provide ratings for providers that have a minimum number of 30 surveys returned for the previous 12-month period. As of January 2018 this is roughly 100 providers – we expect this number to grow however. If you ever receive one of our surveys, we hope you’ll complete it and send it back to us!
- Does not see patients. Some of our providers do not provide direct care to patients (some do research, etc.).
Are all survey comments included?
We are committed to true transparency. However, to ensure the comments are fair and correctly attributed, we review each one before posting to the website.
We exclude/suppress entire comments that meet the following exclusion criteria:
- Comment includes only feedback about another provider or department.
- Comments using profane, derogatory, discriminatory, racist, slanderous or libelous language.
- Comments about a provider’s personal appearance.
- Comment risks patient’s dignity.
- Comments that are unrelated to the care provided.
We remove/redact portions of all comments that meet the following exclusion criteria:
- Comment discloses patients’ protected health information or is off-topic. When this happens, the comment will appear with brackets and ellipsis […] to indicate where words have been removed.
- A blank underline, ____, indicates portions of original comment handwriting that could not be interpreted by our survey vendor when transcribing.
What do you do with the survey data?
We use the survey data to celebrate and recognize staff, and to continually improve patient experience.