How We Measure Patient Satisfaction

Our Dedication to Patient Satisfaction

 

Willamette Dental Group is determined to exceed patient expectations and create the best patient experience possible. We measure all aspects of the patient experience at our offices by partnering with an independent and nationally recognized healthcare patient satisfaction company, Press Ganey Associates. Press Ganey is the industry’s recognized leader in administering patient satisfaction surveys to support the patient experience. If you’re interested in more information, click here to learn about Press Ganey.

The results of this thorough survey are available to everyone who visits willamettedental.com, with up-to-date patient ratings and comments for providers and individual dental offices. Click here to search for your nearest dental office.


Frequently Asked Questions

How are provider and office star ratings calculated?

Provider and office star ratings are calculated from survey scores on a 0 – 100 scale based on patient answers of Very Poor, Poor, Fair, Good, and Very Good. The provider ratings use nine of the questions that are specific to the provider/patient interactions. The office ratings use all 34 survey questions. Mean scores on the scale are then divided by 20 to get star ratings on a 0 – 5 scale. Example: Mean score of 94.4 / 20 = 4.72 or 4.7 stars.

Why do some providers or offices not have a star rating or comments?

In order to provide our patients and visitors with the most accurate and beneficial information, we only post comments and star ratings relevant to a specific provider or office once they have received a minimum of 30 surveys within the previous 12 months.

How are visual displays of star ratings determined?

Willamette Dental Group follows rules for display of star ratings based on the Centers for Medicare & Medicaid Services (CMS) standards. Stars are rounded up and down to the nearest full star or half star, based on quarter percentiles. If the star rating is = x.25 the star rating rounds up. For example, because 4.2 is less than 4.25, it rounds down to a 4 star rating. Had the rating been 4.25, the rating would round up to a 4.5 star rating.

Are all patient comments for providers and offices posted online?

Comments posted on the website correspond to the survey section titled “Dentist – Patient Interaction” for providers and the section titled “Overall Assessment” for offices. The comments are displayed on a rolling 12-month period so that they are always relevant and timely to patients. Positive, negative, and neutral comments are displayed.  Excluded are comments that contain:

  • Offensive, abusive or malicious language
  • Names or detailed descriptions that jeopardize patient confidentiality or privacy (as per HIPAA)
  • Comments about other dentists, departments, or offices
  • Comments that are libelous
  • Remarks that relate to the survey tool and are unrelated to the patient’s experience
Who receives the survey?

A survey is emailed to Willamette Dental Group patients who have provided their email address, within a few days of their appointment. Patients who do not provide an email address may receive a survey sent through postal mail. A randomized sample of recipients are chosen. Each year we hear back from over 20,000 patients who receive care in our dental offices.

How else do you use the survey results?

Willamette Dental Group uses the survey results to measure how we’re doing during every part of the patient experience, from making the appointment to making sure that we have answered every question at the end of the office visit. Survey results are used for improvement, and for this reason patient feedback is invaluable.

Our clinical office teams take great pride in what they do and love to hear about a job well done.

Press Ganey Success Story Award Winner

Willamette Dental Group received the 2014 Press Ganey Success Story Award® in recognition of our innovative approach to organizational change in patient experience. The Success Story Award recognizes outstanding health care providers that have demonstrated leadership, implemented organizational change and improved performance. Though the award was from several years ago, our successful changes continue to evolve toward more improvements.

The Press Ganey Success Story Award is a highly regarded symbol of achievement in the health care industry. Willamette Dental Group is one of only fifteen organizations to receive this honor in 2014 and the first dental company to earn the award.