Patient Satisfaction

Patient Guide to Patient Satisfaction Surveys and Ratings

Houston Methodist Specialty Physician Group (HMSPG) and Houston Methodist Primary Care Group (HMPCG) value the partnerships we have with our patients and their loved ones. We are committed to providing the information you need at your fingertips to make informed decisions about your health care, and about the physicians and other providers who walk the care journey with you. As part of that commitment, we now post our providers’ patient satisfaction ratings online.


To assist patients, family members and those considering appointments with Houston Methodist providers, we’ve developed this guide to help you understand how our patient experience ratings are captured and reported.


About Our Survey

HMSPG and HMPCG focus on providing exceptional experience in every care interaction. All ratings are submitted by actual patients and verified by a leading company in the patient satisfaction industry. We measure all aspects of the patient experience and, to ensure that we are holding ourselves to the highest standards, we partner with an independent patient satisfaction company, Press Ganey.


Who Receives the Survey?

The survey is emailed to patients within a few days following an appointment. Patients are asked to complete the survey and provide comments regarding specific aspects of care. We use this feedback to improve and enhance the care we offer.


Do You Post All Comments?

HMSPG and HMPCG are committed to transparency. This means posting all relevant feedback — whether positive or negative. However, we do not post comments that risk the privacy of our patients and/or could be interpreted as profane, slanderous, libelous or racist. All comments posted are not edited.


What Questions Do We Ask?

HMSPG and HMPCG utilize the Medical Practice Survey, developed by Press Ganey for use in medical practices across the country. The surveys ask patients to evaluate how well their physician communicated, listened and showed courtesy and respect toward them. Results are used to evaluate patients’ overall perceptions of care and identify areas for improvement.


Star ratings are calculated based on responses to questions from the Medical Practice Survey. These questions ask patients about the:

  • Concern the care provider showed for their questions or worries
  • Explanation the care provider gave them about their problem or condition
  • Care provider’s effort to include them in decisions about their care
  • Care provider’s discussion of any proposed treatment (options, risks, benefits, etc.)
  • Likelihood of them recommending this care provider to others


Why Don't We See Patient Ratings and Comments for Every Provider?

Industry best practice is clear that more data provides a more accurate picture. That is why we require a minimum of 30 completed patient surveys per provider before we post a rating. Over time, with more surveys received on an ongoing basis, the number of rated providers will increase.


A provider's rating will only be posted on the site when he or she has a minimum of 30 completed surveys.


Can anyone complete a survey or post a comment about a provider?

No. Only patients having an outpatient visit by a HMSPG and HMPCG provider will receive a survey. The results are based entirely on patients who have were treated by the provider.


How is patient information protected?

Patient names are not displayed in the online ratings and commentary reviews.