Increasing attention to and interest in patients’ perceptions of their health care
visits have accelerated the use of consumer satisfaction surveys in health care settings.
Among these, the Press Ganey survey is one of the oldest and most prevalent instruments
intended to capture the voice of the patient. Diverse uses of survey results range
from public-facing star ratings and online testimonials to internal process improvement
and promotions and compensation decisions. A longstanding question remains: do Press
Ganey survey results merit the value and substantial impact ascribed to them?
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