Patient Experience

Patient Experience: Press Ganey

Transforming the care experience and delivering safe, high-quality, patient-centered care requires continuous evolution of practices and processes to meet patient needs. Affinia Health Network uses the Clinician & Group Consumer Assessment of Healthcare Providers & Systems (CG-CAHPS) survey. This survey is based on rigorous scientific development and testing, as well as stakeholder input. It focuses on topics for which patients are the best or only source of information. In addition, it is the most widely accepted version for payer quality incentive programs.

How does Affinia support Press Ganey?

  • Affinia Health Network Covers the cost of the Press Ganey Tool for applicable member providers. Saving member practices $500 per provider per year!
  • Press Ganey Improvement Portal trainings and application support
  • Quarterly “Rate the Provider” Performance Reports
  • Monthly “Patient Experience” Performance Reports

Reach out to your Practice Coach to learn more details on how your office can utilize Press Ganey to increase patient satisfaction.

How does Press Ganey work?

Below is the workflow used to gather patient satisfaction data:

  1. Weekly/biweekly your office sends a secured transmission to Press Ganey
  2. Press Ganey does a duplicate check and random sampling
  3. Surveys are sent
    • 20 paper surveys are mailed per month per provider
    • The remaining patients in the provider’s sampling receive an eSurvey if their record contains an email address
  4. The Patient completes the survey and sends to Press Ganey
  5. Press Ganey transcribes results and adds information to their national database
  6. Press Ganey makes the data available via Press Ganey Online

What feedback is collected from patients?

CG-CAHPS collects feedback from patients in the following categories:

  • Global
    • Recommend this Provider Office
    • Rate Provider 0-10
  • Physician Communication Quality
  • Office Staff Quality
  • Access to Care
  • Care Coordination