The survey was conducted by CAP/MPT, Dr. Hanson’s malpractice carrier. CAP/MPT is a major malpractice insurance company in the state of California.
The patient satisfaction survey consists of thirteen questions, shown by research to be related to communication, patient satisfaction, compliance, and/or judgments of the quality of care. The questions can be grouped into two broad categories: the physician and the staff.
For each question, the patient responses were given numerical values on a scale from 0 to 100, and an average score was provided.
| RESPONSE NUMBER | RESPONSE LABEL | NUMERICAL SCORE |
| 5 | Strongly Agree | 100 |
| 4 | Agree | 75 |
| 3 | Neither Agree nor Disagree | 50 |
| 2 | Disagree | 25 |
| 1 | Strongly Disagree | 0 |
| Not Applicable |
Using this scoring system, the maximum possible score is 100. A score of 70 would signify that your average score on that question was 70 points out of a possible 100, or 70% of the maximum score possible.
| QUESTION: | NUMBER OF PATIENTS | OUR SCORE | REFERENCE GROUP SCORE |
| 1. My doctor asked me to talk about my current health concerns. | 78 | 98 | 94 |
| 2. I was at ease telling my doctor about my health concerns. | 77 | 99 | 94 |
| 3. My doctor listened to what I had to say. | 77 | 99 | 94 |
| 4. My doctor included me in decisions about my medical care. | 78 | 98 | 93 |
| 5. My doctor gave me enough time to ask all my questions about my health concerns. | 79 | 98 | 98 |
| 6. I am happy with how much information my doctor gave me today. | 77 | 99 | 93 |
| 7. I got done what I wanted to at my doctor visit today. | 77 | 97 | 94 |
| 8. I was satisfied with the amount of time I had to wait to see this doctor today. | 76 | 89 | 89 |
| 9. The staff at this doctor’s office was friendly. | 78 | 98 | 94 |
| 10. From what I saw at my visit today, my doctor, and the office staff seemed to get along. | 74 | 98 | 94 |
| 11. I can schedule an appointment within an acceptable timeframe. | 77 | 96 | 93 |
| 12. I can reach someone in this office and get information when I have a question or concern. | 73 | 95 | 91 |
| 13. I would recommend this doctor to a friend or family member. | 78 | 100 | 95 |
Dr. Hanson’s Hospital-Based Patient Satisfaction Survey (Press-Ganey)
Press Ganey is a company that surveys patients and healthcare workers in the continuum of healthcare experiences. They have the nation’s largest database in this field, and Sharp HealthCare is a part of their system. Using the PG benchmarking, Sharp HealthCare is able to provide feedback to caretakers in the system on how they are viewed by their patients.
The inpatient database places a percentile ranking for the patient satisfaction surveys on their physicians, with 99th being the highest. The table below is Dr. Hanson’s complete data set from their system based on the surveys of patients discharged from Grossmont Hospital.
| DR. PETER HANSON | ALL RESPONDENTS | MEDIUM – LARGE HOSPITALS NATIONALLY | ALL CALIFORNIA HOSPITALS | ||
| MEAN | NUMBER OF PATIENTS | PRESS-GANEY PERCENTILE RANK | 450-599 BED GROUP %ILE RANK |
REGIONAL COMPARISON %ILE RANK |
|
| Physician Overall | 95.0 | 96 | |||
| QUESTION: | |||||
| Time Physician spent with you | 89.1 | 96 | 99 | 99 | 99 |
| Physician concern questions/worries | 94.5 | 96 | 99 | 99 | 99 |
| Physician kept you informed | 95.0 | 95 | 99 | 99 | 99 |
| Friendliness/Courtesy of Physician | 97.1 | 96 | 99 | 99 | 99 |
| Skill of Physician | 99.5 | 95 | 99 | 99 | 99 |