CentraCare Patient Experience Surveys

Thank you for your interest in CentraCare’s patient experience survey process. At CentraCare, our purpose is to listen, serve, guide, and heal – because health means everything. To help us live out our purpose, we ask patients to share feedback about their care experiences.

We partner with Press Ganey, a nationally recognized, independent survey vendor, to administer our patient experience surveys. Your feedback helps us continually improve the safety, quality, and experience of care we provide.

Survey Process

Patients who were seen in our clinics may receive a Medical Practice survey electronically (via text message and/or email) after their visit. Survey responses related to the Care Provider section of the Medical Practice survey may be shared publicly on our website.

How are the star ratings collected and calculated?

Patients are asked to rate their experience using a five-point scale. Provider star ratings are calculated using responses from the following questions in the Care Provider section of the survey:

  1. Concern the care provider showed for your question 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. Likelihood of your recommending this care provider to others

Are all comments posted?

We post both positive and negative comments to provide a balanced and transparent view of patient experiences. Comments are not posted if they are libelous, slanderous, profane, irrelevant, inappropriate, or contain information that could compromise patient privacy.

Why don’t we see patient ratings and comments for every clinician?

Patient experience surveys are conducted at the physician/APP level for clinic visits only. Providers who work exclusively in other settings, such as inpatient, emergency, urgent care/walk-in clinics, ambulatory surgery, oncology, and outpatient services, are not included currently.

To ensure statistical reliability and protect the integrity of the data, star ratings are displayed only for the included physicians/APPs who have received at least 30 responses within the last 365 days.