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.