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Patient Feedback

Michael Hanak, MDEach year, Rush University Medical Center sends out tens of thousands of patient surveys to help us understand what patients think of our care and what we can do better.

Rush patients are selected at random to receive a survey by mail or by email. Patients are only excluded if they have recently received another survey.

The survey includes more than 30 questions asking patients to provide feedback about their care and service. Ten focus on their care provider.

For example, patients are asked to provide feedback about their care providers on a scale from “very good” to “very poor” for the following:

  • Friendliness/courtesy
  • Explanations the care provider gave about a problem or condition
  • Concern the care provider showed for questions or worries
  • The care provider's efforts to include the patient in decisions about treatment
  • Information the care provider gave about medications
  • Instructions the care provider gave about follow-up care
  • The degree to which the care provider talked using words the patient could understand
  • The amount of time the care provider spent with the patient
  • Confidence in the care provider
  • Likelihood of recommending the care provider to others

Rush uses the services of an independent research firm, Press Ganey Associates, Inc., to conduct patient surveys. Irwin Press, PhD, and Rodney Ganey, PhD, of Notre Dame University founded the firm in 1985 to help hospitals get independent and unbiased feedback from their patients. Press Ganey, which has worked with more than half the hospitals in the U.S., is the largest independent research firm conducting patient surveys for hospitals.

Patients' feedback about their doctors

Rush’s “Find A Doctor” section shows recent patient feedback for physicians employed by Rush who have received 30 or more surveys from their patients. For these physicians, patients' feedback is shown as “stars” based on the survey response scale that ranges from “very good” (five stars) to “very poor” (one star).

All patient responses to the survey are included. None have been excluded or removed.