Patient Satisfaction Surveys
Rochester Regional Health is committed to providing high-quality care and a positive experience for every patient. After a visit, patients may receive a survey asking about their experience with their provider and the care they received.
We use this feedback to identify opportunities to improve the care and services we provide. We also publish patient satisfaction ratings and comments for eligible Rochester Regional Health providers to help patients and families make informed decisions about their care. This guide explains how we collect, review, and report patient experience ratings and comments on our website.
About the Survey
Rochester Regional Health collects patient feedback through surveys administered by Press Ganey, a company that works with healthcare organizations to measure patient experience and satisfaction. Ratings are based on survey responses from verified patients who received care from that provider.
The survey may be sent by email, SMS text message, or mail to selected Rochester Regional Health patients after an appointment. Patients are asked about different parts of their care experience and may also provide written comments.
We use this feedback to understand the patient experience, identify areas for improvement, and improve the care and services we provide.
Frequently Asked Questions
The following provides additional information about how patient ratings and comments are collected, calculated, reviewed, and displayed on our website and provider profiles, including provider eligibility and patient privacy protections.
Press Ganey reviews and processes patient survey responses used for the ratings and comments shown on our website. The survey asks about different parts of the patient experience, including communication, concern shown by the provider, involvement in care decisions, and the likelihood that a patient would recommend the provider to others.
Press Ganey converts eligible survey responses into a standardized score and then calculates the provider’s overall star rating on a 1-to-5 scale. The final rating is rounded to one decimal place before appearing on the website.
A provider must have at least 10 eligible survey responses from the past 24 months before a rating can appear. Ratings and comments are based on the most recent two years of survey data, so older feedback drops off as new responses are added.
No. Ratings are only shown for providers who meet the requirements for the program. A provider must be employed by Rochester Regional Health, work in a service line that uses Press Ganey to collect individual provider feedback, and have at least 10 eligible survey responses from the past 24 months.
If a provider does not have a rating, they may not yet have enough eligible survey responses, or their service line may not currently collect individual provider feedback through Press Ganey.
No. Only verified patients who have had an eligible outpatient visit with a Rochester Regional Health provider may be selected to receive a survey.
All ratings and comments come from verified patients who received care from that provider. This helps make sure the feedback shown on our website reflects real patient experiences.
This is separate from reviews posted on other public websites, where anyone may choose to leave a review.
Rochester Regional Health is committed to being open and honest about patient feedback. We publish both positive and negative comments.
We do not publish comments that include profanity, false or harmful statements, private information, or other details that could affect a patient’s privacy.
A provider’s rating may still appear even if a written comment is not published.
To protect patient privacy we remove names and other identifying information that could reveal who the patient is.
This may include details such as a patient’s name, contact information, or other personal information included in the comment. Removing this information allows us to share patient feedback while helping protect each patient’s privacy.
A provider’s star rating is based on eligible patient survey responses, while written comments come from patients who choose to provide additional feedback in the survey. Because written comments are optional, a provider may have enough survey responses to receive a star rating but have few or no comments available to display.
Comments must also meet our publishing standards before they appear on the website. Comments may be withheld or edited if they contain protected health information, personally identifiable information, inappropriate content, or other material that cannot be published.