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About the Press Ganey Survey

VCU Health is committed to understanding and improving our patients’ experiences. To ensure we hold ourselves to the highest standards of quality and safety, we partner with Press Ganey, an independent company that provides patient experience measurement, performance analytics and strategic advisory solutions to more than 26,000 health care organizations. The Press Ganey survey is a scientifically rigorous, validated tool used to measure patient perception of their care.

Who Receives the Survey?

VCU Health patients receive a survey within two weeks of their outpatient appointment by email and/or postal mail. This feedback is used to improve every dimension of the patient experience. Partnering with Press Ganey helps us understand patient needs and support the goal of providing each patient with an exceptional experience of care.

Do you post all comments?

We are committed to posting positive and negative feedback. However, we do not post comments that are slanderous, profane or those that could risk the privacy of our patients. Some comments may also be edited, denoted with […], to protect patient privacy.

Why don’t I see patient ratings and comments for every doctor?

Patients have not provided ratings and comments for every VCU Health provider, but the number of rated physicians will increase over time. The more ratings a provider receives, the more accurate and statistically reliable the data is. Therefore, providers with less than 30 returned surveys will not have ratings listed on their profiles.

What questions are asked on the survey?

Only responses to provider-based questions are eligible to be posted online. These questions ask if during the visit, the provider:

  • Explained things in a way that was easy to understand
  • Listened carefully
  • Gave easy-to-understand information about the patient's health questions or concerns
  • Seemed to know important information about the patient's medical history
  • Showed respect for what the patient had to say
  • Spent enough time with the patient