About our review system

About our survey

The star ratings and comments displayed on kp.org are taken exclusively from our ambulatory care office visit survey, which is administered by industry-leading independent survey vendor Press Ganey Associates, Inc. With over 10,000 client organizations nationwide, Press Ganey is recognized as being at the forefront of bringing scientific rigor and understanding to the patient satisfaction industry. The feedback provided by our patients serves as an invaluable tool in our quest to continually improve upon the services we offer to our members.

Who receives the survey?

A random sample of all medical office visits within primary care, specialty care, mental health, urgent care, and emergency medicine are selected each week to receive a survey. With few exceptions, each patient is eligible to receive one (1) survey every ninety (90) days. We utilize a mixed mode surveying approach, which means patients may receive a paper copy or an electronic copy via email. We send the survey to a randomized selection of patients to reduce survey bias. This is why you cannot “opt-in” to taking the survey.

Where do the ratings come from?

The survey contains twenty-three (23) total questions divided into several different categories, including a section for open-ended comments. Each question asks our patients to rate their experience on a five point scale, with one (1) being “Very Poor” and five (5) being “Very Good.” Our physician star ratings are compiled from the ‘Care Provider’ section of the survey, which includes the following five (5) questions:
 

Do you post all comments?

We are committed to posting both positive and negative feedback. However, we do not post comments that are libelous, profane, or those that may risk the privacy of our patients. Based on these guidelines, almost 95% of all-provider specific comments received since August 1st, 2015 have been posted.

Why don’t I see ratings or comments for every physician?

In order to ensure an accurate and reliable rating, a physician must have a minimum of thirty (30) returned surveys before a star rating is compiled and displayed on our website. Thus, some of our newly hired physicians or those who see a majority of their patients in the hospital setting might not have a rating displayed. Comments are posted once a provider has had a minimum of five surveys with comments returned.

How many patients respond to these surveys? 

Each year about 14% of patients return a survey, which corresponds to approximately 72,000 outpatient office visit surveys annually.

To find:

  • a provider’s office hours, search our facility directory
  • providers in your plan or accepting new patients, call 1-800-813-2000 (toll free) or 711 (TTY for the hearing/speech impaired)

The information in this online directory is updated at least monthly. The availability of physicians, hospitals, providers and services may change. For the most up-to-date information, please contact Member Services at 1-800-813-2000. Information about practitioners is provided to us by the practitioners or is obtained as part of the credentialing process.

Kaiser Permanente uses the same quality, member experience, or cost-related measures to select practitioners and facilities in Marketplace Silver-tier plans as it does for all other KFHP (Kaiser Foundation Health Plan) products and lines of business. Members enrolled in KFHP Marketplace plans have access to all professional, institutional and ancillary health care providers who participate in KFHP plans’ contracted provider network, in accordance with the terms of members’ KFHP plan of coverage. All Kaiser Permanente Medical Group physicians and network physicians are subject to the same quality review processes and certifications.

Learn more about provider selection criteria and tiered network criteria.

Kaiser Permanente uses the same geographic distribution consideration to select hospitals in Marketplace plans as it does for all other KFHP products and lines of business. Accessibility of medical offices and medical centers in this directory: All Kaiser Permanente facilities are accessible to members.

Help in your language: Interpreter services, including ASL (American Sign Language), are available during business hours at no additional cost to members. Many of our doctors also speak more than one language. Call 1-800-324-8010 (toll free), or 1-800-813-2000 (toll free), or 711 (TTY).

Questions? Please call Membership Services from 8 a.m. to 6 p.m., 7 days a week (except major holidays).

  • Portland: 503-813-2000
  • All other areas: 1-800-813-2000 (toll free) or 711 (TTY)

For language interpretation services: 1-800-324-8010 (toll free).

For specific license information, including malpractice history and disciplinary actions, you can call the Oregon Medical Board at 971-673-2700 or the Washington State Department of Health at 360-236-4700.

Referrals to affiliated community physicians/providers in Oregon and Washington

Affiliated community physicians/providers are not part of the NWPMG (Northwest Permanente Medical Group). They are physicians/providers credentialed by Kaiser Foundation Health Plan of the Northwest and/or who have a contract with the NWPMG.

If your NWPMG physician decides that you require covered services not available internally from an NWPMG physician, he or she may refer you to an affiliated community physician/provider. You must have a written, authorized referral from Kaiser Permanente in order to receive a covered service from an affiliated community physician/provider.

Referrals to affiliated community dentists in Oregon and Washington

Affiliated community dentists are not part of PDA (Permanente Dental Associates). They are dentists credentialed by PDA for Kaiser Foundation Health Plan of the Northwest, and they have a contract with PDA.

If your PDA dentist decides that you require covered services not available internally from a PDA dentist, he or she may refer you to an affiliated community dentist. You must have a written, authorized referral from Kaiser Permanente in order to receive a covered service from an affiliated community dentist.

If you would like to report an error in provider or facility information, call Member Services at 1-800-813-2000 or contact the web manager.