About our review system
About our survey
Kaiser Permanente Northwest measures all facets of patient satisfaction. 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. Our survey 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.
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 a few exceptions, each patient is eligible to receive 1 survey over 90 days. We utilize a mixed-mode surveying approach, which means patients may receive a paper copy of our survey in the mail or an electronic survey accessible by email.
Where do the ratings come from?
The survey contains 39 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 1 being "Very Poor" and 5 being "Very Good". Our physician star ratings are compiled from the Care Provider section of the survey.
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, about 97% of all comments about our physicians will be posted. This physician-specific commentary will be posted in its entirety once a physician has received a minimum of 5 surveys with comments.
Why don’t I see ratings or comments for every physician?
To ensure an accurate and reliable rating, a physician must have a minimum of 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 most of their patients in the hospital setting might not have a rating displayed. Additionally, physicians must have a minimum of 5 comments before they will be posted on the website. Again, this is to ensure that comments present an accurate and reliable picture of our physicians.
How many patients respond to these surveys?
Each year, about 20% of our surveyed patients respond, which corresponds to 101,000 patients providing feedback about their experience on an annual basis.