Guide to Patient Satisfaction Surveys and Ratings
At SOS, our vision is to be recognized as the premiere provider and most trusted source for orthopedic and musculoskeletal services in Central New York. We will achieve this through clinical excellence grounded in evidence based medicine and validated by the measuring and reporting of quality outcomes, managing patient care across the continuum, efficiency, innovation, a commitment to value based care, and by exceptional service to our patients. We also believe that transparency is critical. We want to help our patients and their families see how we capture the patient experience at SOS.
About our Patient Satisfaction Surveys
SOS measures many aspects of our patients' experiences. We work with an independent patient satisfaction company, Press Ganey, to distribute our surveys. For more than 25 years, Press Ganey has been the industry's recognized leader in health care patient satisfaction. Press Ganey works with more than 10,000 health care organizations nationwide, including 50% of all U.S. hospitals, to improve clinical and business results.
Who gets the survey?
Patients treated by SOS physicians and advanced care providers are sent to all patients who share their email with us. Patients are also randomly chosen by mailed patient satisfaction surveys. Surveys are offered give patients a chance to give feedback about their experience with their provider. Each year, over 15,000 of SOS’ patients respond. Results are shared with departments and individuals for continuous opportunities to improve care.
What does SOS do with the survey responses?
Survey ratings and patient comments are shared on this website for the benefit of our patients, physicians, and advanced practice providers. At SOS, we continually look at patients' feedback and ratings to evaluate patients' overall perception of care and help us identify areas we need to improve, or recognize excellent care provided by our providers and staff.
How is an individual's patient satisfaction star rating created?
Star ratings are based on patient responses to ten questions about interactions with the provider.
Are all comments posted?
We post all comments from the surveys except for comments that are libelous, slanderous, profane, irrelevant, or that may risk the privacy of a patient.
How is patient information protected?
Patient names are not displayed through the online ratings and commentary reviews. All personally identifiable information is removed and not displayed online.
Do you have additional questions about our Patient Satisfaction Survey? Contact our Community Relations Coordinator- Nicole Chidsey at 315-703-3442
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