Breaking the Press Ganey Patient Satisfaction Survey Code

Several leading patient satisfaction assessment tools have emerged, one of the most common surveys is conducted by Press Ganey. The use of patient satisfaction surveys has been controversial with correlation inconsistencies with outcomes, accuracy, and bias.

We seek to review changes in the patient satisfaction scores over time as measured through Press Ganey® surveys. Some changes include increasing access to care, improving scheduling, decreasing wait times, improving communication between patient and staff, increased staffing, and conducting team building activities.

The overall standard mean score through the entire study period was 88.6 (range, 77-94.3, SD 3.4). After the implemented changes, plotting the quarterly scores over the study period demonstrated a steady improvement over time with a linear trend line demonstrating a R² value of 0.3052.