Choosing the Right Provider
Michigan Medicine is committed to providing you with the information you need to make important decisions about your health care. One key way we hope to help you in your decision is by publishing patient ratings and reviews of Michigan Medicine providers. The number one driver for how people make decisions is based on personal recommendations. Therefore, we are sharing our patient experiences to help you feel more confident in choosing the right provider for you and your family.
How are Ratings and Reviews Collected?
The ratings and reviews seen on our provider profiles are gathered from patient surveys, conducted by an independent patient satisfaction organization called Press Ganey. This trusted vendor is used by hospitals and health systems throughout the U.S. to ensure the information we collect is unbiased and confidential.
How Can I Complete a Patient Survey for a Provider's Star Rating?
On behalf of Michigan Medicine, Press Ganey distributes surveys to patients who visit a Michigan Medicine provider in an outpatient clinic office or who had a virtual visit. A survey will be sent if there is a valid phone or email address on record for the patient. A survey is not sent for every visit as some types of visits are excluded (such as an emergency room visit) and only a certain number of surveys are sent out each month.
Why Didn't I Receive a Survey for a Provider Visit?
There could be several reasons you did not receive a survey for a recent visit:
- Michigan Medicine does not have the correct phone number and/or email address to reach you. You can confirm your information during registration.
- The visit may be one that is excluded (such as an emergency room visit)
- Only a certain number of surveys are sent out each month.
- You previously unsubscribed from Press Ganey survey invitations.
- If a patient is under age 18, the survey is sent to the patient’s parents/guardians.
How are Star Ratings Calculated?
The patient experience star rating is based on an overall rating to our patients’ responses to four survey questions over the last two years. These questions are:
- The provider knew important information about medical history
- The provider explained in a way you could understand
- The provider listened carefully to you
- The provider showed respect for what you said
Responses are converted to a 5-star rating and applied consistently across all providers.
What if a Provider Doesn't Have Comments and a Star Rating?
Star ratings are only displayed for Michigan Medicine providers who have accumulated 30 or more survey responses during a 12-month period. This ensures the data we provide is statistically valid.
Are all Patient Reviews Posted?
The reviews that appear on provider profiles are taken directly from the patient surveys. We display reviews over a 12-month period. If you submitted your comment recently, it may be included in future updates.
While we are committed to publishing both positive and negative comments, we also maintain a rigorous process to review and remove comments that are profane, libelous, unrelated to the provider, or violate patient privacy.
How Often are the Rating and Comments Updated?
The ratings and comments are updated quarterly by Press Ganey.
How Does University of Michigan Health Protect Patient Information?
All patient survey responses are stored on a password protected server. Patient names are not displayed and comments that contain personal, identifiable information are not published.
Share Your Feedback
If you have received care from a Michigan Medicine provider, we encourage you to share your feedback when you receive your survey.
If you did not receive a survey, you can provide feedback by contacting the Office of Patient Experience at [email protected]. If you have a complaint about the care you received during your visit, you may contact Patient Relations and Clinical Risk at this link Report a Patient Complaint (umich.edu) or call 877-285-7788.
Thank you for your willingness to help us continuously improve the care received by our patients.