Increasing transparency: Physician star ratings soon to be made available

February 20, 2020  //  FOUND IN: Strategy & Leadership,

Allowing patients to make informed decisions about where they will receive care is a priority at Michigan Medicine — and nationwide. 

To increase Michigan Medicine’s transparency of health care and providers, access to star ratings and patient satisfaction comments for ambulatory practices at Michigan Medicine will soon be available.

The Office of Patient Experience and Quality Department are partnering together to publish star ratings and comments collected from the patient satisfaction surveys on the “Find your physician” section of theUofMHealth.org website. The ratings will be available on the public-facing website in 2021.

“As a leader in academic health care, we are well positioned to offer greater transparency to our patients,” said Keith Gran, chief patient experience officer.

Collecting data

The public ratings, calculated on a rolling 24-month average, will be available for any physicians who have more than 30 patient satisfaction surveys returned.

Patients seen during outpatient visits receive a survey from third-party vendor Press-Ganey soon after their visit, through regular mail or e-mail. While the survey covers the entire visit from check-in to check-out and everything in between, the star ratings will be calculated from the questions that are specific to their interaction with the physician.

“We have been collecting patient satisfaction data for years and survey results have guided our operational priorities in inpatient and outpatient settings,“ said Molly Dwyer-White, administrative director of patient experience. 

“Now we are taking the next step to deliver this information directly to our patients and families,” Dwyer-White said. “Our hope is that this effort will aid prospective patients in selecting providers that are right for them and reinforce to patients how valuable their feedback is.”

Comments, both negative and positive, that are directly applicable to the physician will be displayed. Any comments that reveal personal health information, contain abusive language and include unrelated interactions will be deleted from the public site.

Internal launch

The star ratings dashboard is now accessible from the Quality Department’s Analytics Tableau dashboard to all faculty and staff with a Level-2 login.

The internal dashboard displays star ratings for all physicians regardless of number of surveys returned with unreviewed comments.

For any questions or concerns about the data displayed, please contact Rose Juhasz, administrative manager of the patient experience survey program.

“The star ratings dashboard is one of the newest editions into our full portfolio of patient experience reporting that can be viewed by the organization,” Juhasz said. “Through all of our work, we aim to provide insights to providers and staff about how care is perceived and can be enhanced at Michigan Medicine.”

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