Frequently Asked Questions:

Why do we send patient surveys and what is the benefit of them?

The relationship we have with our patients is the heart of our practice. Patient surveys provide a unique insight into the patient's perception of the care we have provided.  Results and comments offer us the opportunity to build meaningful patient/provider relationships, establish effective and constructive communication, and provide experiences that are patient-centered, empathetic, and compassionate.

Transparency of patient survey results online provides consumers with the information needed to choose medical practices and providers based on ratings and personal experiences of existing patients.  Patient comments tell a story about a provider or practice that a consumer can identify with in making healthcare decisions. 

How and when does a patient receive a survey?

A total of three attempts are made to ask a patient to complete a survey.  Patient surveys are sent out via text message 1-2 days after a completed visit with a physician, nurse practitioner, physician assistant, or other designated specialist.  If the patient has not responded to the text message after two days, an email survey will be sent.  If not responded to within three days, a reminder email will then be sent. 

How often will a patient receive a survey for a provider?

There is a 90-day window between visits for each provider.  If a patient sees a patient today and has a follow-up visit in two weeks, only one survey will be sent at the initial visit.  However, if the follow-up visit is 90 days or more in the future, another survey will be generated. 

Who sends surveys to our patients?

In June of 2020, Press Ganey was contracted to send patient surveys on behalf of UT Health Physicians.  As a strategic business partner to more than 41,000 healthcare facilities, Press Ganey leads the industry helping organizations transform the care experience, drive innovation, and deliver continuous, sustainable improvement.

What is the Patient Experience Champion Program?

The Patient Experience Champion Program consists of at least one member from each clinic or department. Champions serve as patient experience ambassadors and act as a liaison between UT Health leadership and their respective clinic or department regarding patient experience matters. 

Established in 2017, the purpose of the Patient Experience Champion Program is to assist in consistently providing patient-centered care by partnering with all team members to exceed the expectations of patients and families. The Patient Experience Champion Team serves as an advisory resource for critical patient experience initiatives across UT Health Physicians.

If you have questions or would like to learn more about patient experience, contact JoAnn Rios.