Patients are invited to complete surveys based upon their outpatient office visit. On behalf of LRH, Press Ganey administers the CAHPS® Surveys, developed by the Agency for Healthcare Research and Quality, for use in hospitals and medical practices across the country. These surveys ask patients or parents 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.
Star ratings are calculated using an average of all survey responses to each of the four questions:
- Friendliness/courtesy of the care provider
- Concern the care provider showed for questions or worries
- Care provider’s discussion of any proposed treatment (options, risks, benefits, etc.)
- Likelihood of recommending this care provider to others
For each provider, ratings from their patients are averaged together to form a single star rating.
We post both positive and negative comments from the surveys. We do not post comments that are libelous, slanderous, profane, irrelevant, or otherwise inappropriate or may risk the privacy of our patients.
While the comments are posted anonymously, we understand some patients may recognize their comment and desire for it to be removed from the website. Patients may request to remove a comment from their provider’s profile by contacting us.
The more ratings a provider receives increases the accuracy and reliability of the results. A provider’s rating will only be posted on the site, providing they have a minimum of 30 completed surveys. For example, a provider who primarily treats hospitalized patients and receives only seven surveys over the course of a year will not have a corresponding star rating displayed.
Due to our behavioral health providers’ particularly sensitive nature of care, we have elected not to include ratings or comments from patients for these providers. We also exclude emergency department providers due to the nature of these visits and the likelihood of several providers seeing one patient during the visit.