Press Ganey Patient Satisfaction Scores Explained

Press Ganey Patient Satisfaction Scores Explained.
Press Ganey is a company based in South Bend, IN that has been conducting patient surveys for 38 years.
Over 50% of US hospital systems use Press Ganey to survey their patients to measure satisfaction... including satisfaction with their doctors.
Doctors are measured on 10 questions ranging from empathy to communication skills to if the patient would recommend the doctor to another person.
Each question is on a 5 point scale with 5 being the best. Only answers of 5 are counted toward the doctor's score... 1, 2, 3 and 4 don't count. The final score is the percent of answers that had a score of 5.
Amazingly the bottom 10% of physicians score 70% of ALL Responses as 5s. The top 10% of physicians score 91% of ALL Responses as 5s. The median score is 82% of ALL Responses as 5s.
In other words, patients are HIGHLY satisfied with almost ALL doctors.
Implications: 1) Doctors and Hospitals cannot compete on patient satisfaction, 2) Don't try to pit patients against their doctors... they like them too much, 3) Doctors are the best conduit to patients because they are so well liked... not the health insurance company, not the government, not employers.
Sources:
www.pressganey.com/company/
www.bswhealth.com/find-care/a....
www.ncbi.nlm.nih.gov/pmc/arti...
www.ehcca.com/presentations/c...
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[@SexyDalton]

Dr. B I don’t know if we can get a followup video about why the last staff meeting we had before I left the ED was about our low Press Gainey score made us brainstorm ways to make our lobby more comfortable instead of why me and my fellow nurses routinely were 7:1 (which is part of why I left) Great stuff as always!

[@ahealthcarez]

Misguided management. Look at a report. Fix numbers on report. If what is more important not on the report, then not managed.

[@hershshah9215]

This was an extremely educational and thorough video. Thank you for putting in the time and effort to share

[@ahealthcarez]

Thank you for watching.

[@Koru-Health]

Just came here to say that's the best thumb nail yet! Keep up the good work! Are you speaking at MGMA, ACHE, NACHC, etc. this year?

[@ahealthcarez]

Thank you for your feedback. No I am not.

[@regularguy428]

Hey 👋, thanks so much for your videos very informative, I try to like them all. Would you be able to make a video on hospital chargemaster and calculations that go into it and the intracies involved. How the charge inflation affects payor and hospital? Thanks for your consideration.

[@ahealthcarez]

Thank you for your suggestion.

[@perrymehtany574]

HCAHPS video next would be a great addition.

[@ahealthcarez]

Thank you for your suggestion.

[@johnjames8253]

Hey Dr. B! Do you have anything specifically on inpatient PGs? Hospitalists always struggle to meet their score expectations.

[@dwkwb8]

Patients should understand and be educated that essentially if you thought your doctor, did a good job you should be giving them five because anything less than five is essentially saying your doctor is awful. But honestly, the real issue here is that press Gainey, and therefore hospitals and practice managers only care about the percentile rankings and win the vast majority of doctors are doing a fairly reasonable good job and their patients are happy with them. They are choosing to essentially grade you with an F when 90% of your patience say you did a great job. Using percentiles when the standard of care is so high is completely crazy and causes lots of administrative intervention and harassment of physicians, even when they are doing an admirable job with their patients.

[@ahealthcarez]

All good points. Thank you for sharing.

[@DataWizardry]

Great video! I'm also in the KZbin space doing healthcare videos (specifically for data analytics). Was wondering if I could pick your brain on some HCAHPS questions: Is my understanding correct that the Press Ganey survey is a more comprehensive survey vs HCAHPs? Or are they both the same thing? Also, when a hospital administers HCAHPs, do they typically outsource those services to companies like Press Ganey? Or do the hopsitals do a lot of that work (delivering the surveys, collecting the survey info) Thanks!

[@ahealthcarez]

Thank you for watching. All good topics for a future video.

[@DianeLigman]

Though I agree to a point, I think there is a major statistic that is not being called out in this discussion and that is the rate of return of the survey. I actually don't think everyone necessarily likes their doctor, people do switch and some just don't care. But I think the high rate of 5s is probably more to do with the self selection of those who would participate in a survey around their doctors. Heck I get those pop-ups all the time from my doctors and I rarely fill anything in for them. I just don't have the time. And I am betting a lot of people are like that. Is there a way to see by physician the ratio of return rate along with the score (and avg age of patient)? I am betting between those 2 or 3 data points you could be able to find some interesting trends once you start slicing by doctors specialties and locations.

[@ahealthcarez]

Thank you for watching and sharing your thoughts.

[@krisvette5874]

Does it measure quality of care or iatrogenic injury rates? Would patients even know whether they're getting the standard of care?

[@ahealthcarez]

Good questions. No and no. Thank you for watching.

[@suemilkbone4868]

I do not think these questionnaires are accurate. The ONLY time i received one is after the very first visit with a doctor and never again. The doctors know this so they are on their best behavior during that first visit in order to get a favorable review, then after that, their true behavior come out. Kind of like how one behaves on a first date. I stopped filling them out and sought out a DPC physician.

[@ahealthcarez]

Thank you for sharing your experience.