Patient Experience Survey Guide

Patient Guide to the Patient Experience Survey, Ratings and Comments

PeaceHealth is committed to providing you with the information you need to select a care provider. We publish patients’ ratings and reviews of our PeaceHealth Medical Group providers, sourced from thousands of patient experience surveys received each month.

This guide explains who receives the surveys and how we use the results to display star ratings and comments for you.

A care provider may be a physician - including primary care physicians and specialists--or an Advanced Practice Clinician such as a nurse practitioner, physician assistant or audiologist.

The patient experience survey measures patients’ opinions of the care they receive at PeaceHealth Medical Group. We use our patients’ feedback to improve all aspects of the clinic experience. We protect our patients’ confidentiality and ensure the survey is conducted with the utmost integrity.

Patients with visits at PeaceHealth clinics are randomly selected to receive a patient experience survey via email or postal mail within two weeks of their appointments.

Star rating are based on 10 questions from the patient experience survey. A provider’s star rating is the average of the 10 questions from all his/her patients’ surveys. Each of these questions can receive a score between one (very poor) and five (very good):

  1. Friendliness/courtesy of the care provider
  2. Explanations the care provider gave you about your problem or condition
  3. Concern the care provider showed for your questions or worries
  4. Care provider’s efforts to include you in decisions about your treatment
  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. Degree to which care provider talked with you using words you could understand
  8. Amount of time the care provider spent with you
  9. Your confidence in this care provider
  10. Likelihood of your recommending this care provider to others

All star ratings are updated monthly. Older comments do not display after a year online. Comments are posted weekly. We post all comments, both positive and negative, with the exception of those containing:

  • Offensive or inflammatory language
  • Names or detailed information that could jeopardize patient or provider confidentiality or privacy
  • Information that isn’t relevant to provider care
  • Treatment or symptom discussions of a graphic or overly sensitive nature

Ratings and comments are only displayed for providers employed by PeaceHealth Medical Group (PHMG). Non-employed community providers who are credentialed at our hospitals are also in the directory, but we do not conduct patient experience surveys for them.

In order to present data you can trust, we display ratings only for providers with at least 30 patient experience surveys in the last 12 months. Comments are only displayed when there are at three or more in the previous 12 months. Also, we do not survey the patients of all our PHMG-employed providers. We exclude:

  • Social workers, dieticians or pharmacists, and
  • Providers who see patients in behavioral health (e.g., counselors, psychologists and psychiatrists)

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PeaceHealth System Services
1115 SE 164th Avenue
Vancouver, WA 98683