When patients complete an appointment (including telemedicine), a procedure or an inpatient stay, they may receive a survey asking for feedback on their experience.
The survey includes questions about the facility, interactions with staff, communication with the provider and their overall feedback about the experience. Depending on the survey (whether it is inpatient or outpatient/telemedicine), they will be asked about “overall rating of care” or “willingness to recommend” the facility.
U-M Health leadership wants to recognize those units and clinics that score above the 75th percentile for “Overall Rating of Care” or “Likelihood to Recommend.”
The percentile ranking is based on patient experience surveys conducted by Press Ganey, our survey vendor, across other national facilities for patient visits in the past 12 months ending in December 2022. Achieving a top quartile ranking means that the unit/clinic is nationally ranked in the 75th percentile or higher for providing the similar type of care/service.
For FY23, David Miller, M.D. outlined new priorities under the strategic framework, B.A.S.E.
Under the “Experience” category, the goal is for at least 45% of U-M Health units and clinics to achieve the 75th percentile for the patient experience metric of “Likelihood to recommend” or “overall rating of care” based on service. Those units and clinics identified in this article are exceeding requirements.
Top quartile achievers
Adult Hospital inpatient units
Children’s and Women’s inpatient units
Ambulatory Surgery Clinics
Telemedicine Services
Outpatient Services – includes
- Physical Therapy, Occupational Therapy, Speech Language Pathology (PM&R)
- Cardiology
- Radiology
- Infusion Centers
- Electroconvulsive Therapy (ECT)
- Ambulatory Diagnostic and Treatment Unit (ADTU)
- Partial Home Hospitalization Program (PHP)
Congratulations to the entire multidisciplinary team in the units and clinics that have achieved top quartile performance. Your patients and families feedback rates you amongst the best in the nation. Thank you for providing compassionate, connected care. You are appreciated!