About our review system

About our survey

The star ratings and comments on kp.org are taken from our ambulatory care office visit survey. The survey is run by Press Ganey Associates, Inc., who works with thousands of health care organizations nationwide. Press Ganey is widely recognized for its scientific approach to understanding patient satisfaction. The feedback from patients helps us improve the care and services provided to our members.

Who receives the survey?

Random patients from all medical office visits in primary care, specialty care, mental health, urgent care, and emergency medicine receive a survey. Most patients are eligible to complete one survey every 90 days. We send surveys one of two ways: some patients receive a paper survey in the mail and others get one by email. Surveys go to a random group to help keep results fair, so patients can’t sign up to take the survey.

Where do the ratings come from?

The survey asks questions in different categories about the patient’s visit, including a space for written comments. Patients rate their experience on a scale from 1 to 5, with 1 being “Very Poor” and 5 being “Very Good”. The physician star ratings come from the “Care Provider” part of the survey, which includes the following questions:

The care provider-related questions are: 1. Concern the care provider showed for your questions or worries 2. Explanations the care provider gave you about your problem or condition 3. Care provider’s efforts to include you in decisions about your care 4. Care provider’s discussion of any proposed treatment (options, risks, benefits, etc) 5.Information the care provider gave you about medications (if any) 6. Instructions the care provider gave you about follow-up care (if any) 7. Likelihood of your recommending this care provider to others. The moving through your visit related question is: 2. Wait time at clinic (from arriving to leaving)

Do you post all comments?

We post both positive and negative feedback. However, we don’t post comments that are libelous, use profanity, or that reveal private patient information. Based on these rules, most comments on physicians are published.

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

To provide the most accurate ratings, a physician needs at least 30 returned surveys before a star rating is given on our website. Recently hired physicians or those who mainly treat patients in hospitals may not have a rating. Comments are shown once a physician receives at least 5 surveys with written feedback.

How many patients respond to these surveys? 

Each year, roughly 130,000 members answer outpatient office visit surveys.

To find

To report discrepancies in our facility directory information or if you need additional assistance, please contact our Member Services department by phone at 1-888-901-4636 (TTY 1-800-833-6388 or 711), Monday through Friday, 8 a.m. to 8 p.m. Or contact us electronically.

Medicare Members: To request a hard copy of Kaiser Permanente’s provider directory, please call our Member Services department at 1-888-901-4600, seven days a week, 8 a.m. to 8 p.m. Kaiser Permanente will mail a hard copy of the provider directory to you within three (3) business days of your request. Kaiser Permanente may ask whether your request for a hard copy is a one-time request or if you are requesting to receive the provider directory in hard copy permanently.

If you request it, your request for hard copies of the provider directory remains until you leave Kaiser Permanente or request that hard copies be discontinued.