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Guide to Satisfaction Surveys and Ratings

Christiana Care Health System values the partnerships we have with our patients and their loved ones. We are committed to providing you the information you need at your fingertips to make informed decisions about your health care. As part of that commitment, we now post our providers’ patient satisfaction ratings online. To assist you, we’ve developed this guide to help patients, family members and those considering appointments with Christiana Care Health System’s providers, understand how we capture and report our patient experience ratings.

About our survey

Christiana Care is focused on providing an exceptional experience in every care interaction. All ratings are submitted by actual patients and verified by a leading company in the patient satisfaction industry. We measure all aspects of patient satisfaction.

Who receives the survey?

The survey is mailed to randomly selected Christiana Care Health System patients within a few days following their appointments. Patients are asked to complete the survey and provide comments regarding specific aspects of care. We use this feedback to improve and enhance the care we offer.

Do you post all comments?

Christiana Care Health System is committed to transparency. That means posting all relevant feedback – whether it’s positive or negative. However, we do not post comments that are libelous, profane, or those that risk the privacy of our patients. We follow strict guidelines allowing us to display the Seal of Integrity.

What questions do we ask?

Christiana Care Health System utilizes the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG CAHPS) survey, which was developed by the Agency for Healthcare Research and Quality for use in hospitals and medical practices across the country. The survey asks patients to evaluate how well their provider communicated, listened, and showed courtesy and respect toward them. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement.

We calculate our star ratings based on responses to the below questions from the Press Ganey CG-CAHPS survey.

Press Ganey Care Provider Questions

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

Why don’t I see patient ratings and comments for every doctor?

Industry best practice is clear that more data provides a more accurate picture. That’s why we require a minimum of 30 completed patient surveys per provider before we post a provider’s rating. Over time, with more surveys received on an ongoing basis, the number of rated providers will increase. A provider’s rating will only be posted on the site when he/she has a minimum of 30 completed surveys.

Can anyone complete a survey or post a comment about a physician?

No. Only patients having an outpatient visit by a Christiana Care Health System provider may be selected to receive a survey. The results are based entirely from patients who have actually been treated by the provider.

How is patient information protected?

Patient names are not displayed through the online ratings and commentary reviews. All personally identifiable information is removed prior to display.