How we collect ratings and reviews and where that information is shared
At The James Cancer Hospital and Solove Research Institute, we are committed to providing the information you need to make important decisions about your health care. One important way we are doing this is by publishing star ratings and reviews, which are curated through comment forms, on our providers’ profile pages. We know the patient-provider relationship is a critical element for achieving trust, satisfaction and positive outcomes and hope that by transparently sharing feedback from prior patients we can help you feel more confident in choosing the right provider.
What survey is used?
The James measures many aspects of our patients' experiences. The ratings and reviews on the provider profiles are gathered from the Outpatient Oncology survey, developed by Press Ganey Associates for use in oncology clinics across the country. On behalf of The James, Press Ganey administers the survey to patients who see our providers in an outpatient clinic office.
Who receives the survey?
Patients treated by providers at The James are randomly invited to complete our patient experience surveys. Surveys are sent by mail or email and give patients an opportunity to provide feedback about their experience with their provider. Each year over 12,000 patients who receive a survey offer feedback about their experience on the Outpatient Oncology survey.
Can anyone complete a survey or post a comment?
No. Only patients having an outpatient visit with a provider may be selected to receive a survey. This way we can assure you the ratings and comments are only from patients who have actually been treated by that provider.
What do we do with the survey responses?
At The James we continually look at patients' feedback and ratings to evaluate patients' overall perception of care. We use this information to recognize exceptional care provided by our doctors and staff and to improve the quality of care that we provide to you, your family, friends and neighbors.
How is the patient satisfaction star rating created?
Star ratings are based on patient responses to up to five questions about care from their provider.
- How well your doctor kept you informed about your condition and treatment
- Amount of time doctor spent with you
- Doctor’s concern for your questions and issues*
- Skill and knowledge of doctor*
- Overall quality of care received from the doctor
*Not included in Department of Radiation Oncology Outpatient Oncology Survey
For each provider, ratings from their patients are averaged together to form a single star rating. Responses are converted to a 5-point rating system and applied consistently to all providers.
Are all comments posted?
We are committed to posting both positive and negative comments from the surveys. However, we do not post comments that are offensive, libelous, slanderous, profane, irrelevant or may risk the privacy of our patients. If you do not see your survey comments and would like to know more about our comment screening process or if you recognize your comments and wish for them to be removed from the website, please contact us at OSUCareConnection@osumc.edu.
Why aren’t patient satisfaction ratings and comments showing for every provider?
Star ratings are only displayed for providers who have 30 or more survey responses to ensure the ratings we share are statistically valid. As an academic medical center, some of our providers split time between seeing patients, conducting research, teaching and administrative functions and therefore may have limited survey responses.
In addition, ratings are not currently included for patients who:
- Were discharged from the hospital
- Have undergone a procedure
- Received care at an urgent care clinic
- Were seen in the emergency department