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At UPMC, our vision is to place our patients, health plan members, employees, and community at the center of all we do. To do this, we give the right care, in the right way, at the right time, every time.
We also believe that transparency is vital. We want to help you and your family see how we capture people's experiences at UPMC.
UPMC measures many aspects of our members' experiences. We work with an independent research company, Press Ganey, to give out our surveys.
For more than 25 years, Press Ganey has been an industry leader in health care satisfaction. Press Ganey works with more than 10,000 health care organizations in the U.S. to improve clinical and business results. This includes 50% of all U.S. hospitals.
People treated by UPMC doctors, advanced care providers, and other clinical providers fill out our surveys across many of our service lines. Surveys go out at random by email and mail.
Each year, UPMC gets more than 800,000 of these surveys from people who want to give feedback. We share these results with our departments so they can keep learning how to improve care.
Each survey has questions designed to meet the needs of certain service lines. In some cases, like adult inpatient, UPMC sends surveys designed by Centers for Medicare and Medicaid Services.
This way, all hospitals can compare their data “apples to apples” across the country. For other service lines, UPMC works with Press Ganey to choose the right survey questions to capture the correct experience.
UPMC shares survey ratings and comments from health practice visits on this website. This helps the people we care for, doctors, and advanced practice doctors.
Other service lines use their survey response data and comments to learn more about how people experience their care. This helps them to improve and to recognize excellent care.
UPMC bases star ratings on survey responses to 6 questions about interactions during office or telemedicine visits.
We post all comments from our surveys except for those that are libelous, slanderous, or profane. We also never refer to an interaction that may risk a person's privacy.
Some doctors may not have ratings or comments because:
You must have had a health practice visit (in the office or telemedicine) with a UPMC provider to get a survey. This ensures the results are only from people whom the doctor has treated.
Our online ratings and comments don't display names. We also don't display comments with personal details online.
