Choosing the Right Provider
University of Michigan Health-West 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 UM Health-West 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 University of Michigan Health-West, Press Ganey distributes surveys to patients who visit a UM Health-West provider in an outpatient clinic office or who had a virtual visit. For patients with a phone or email address on record, a survey will be sent as long as you have not completed a survey for that provider within the last 90 days.
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:
- You already completed a survey for that provider in the last 90 days. To prevent survey fatigue, we only invite patients to complete a survey on a provider every 90 days.
- UM Health-West does not have the correct phone number and/or email address to reach you. You can confirm your information during registration.
- You previously unsubscribed from Press Ganey survey invitations.
- The patient is between the ages of 13-17. At this time, we do not survey this age group.
How Are Star Ratings Calculated?
The star ratings are based on patient responses to the communication questions within the survey.
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 providers within UM Health-West’s sampling and 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 Does University of Michigan Health-West 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 University of Michigan Health-West provider, we encourage you to share your feedback when you receive your survey. Thank you for your willingness to help us continuously improve the care received by our patients.