community practice division

Geisinger hires an outside group — Press Ganey Associates, Inc. — to conduct surveys of patients throughout the year. With the results compiled, Press Ganey then uses a mathematical tool called the percentile to compare patient satisfaction scores at Geisinger facilities with similarly-sized hospitals and providers.

A percentile score of 100 would mean that Geisinger’s patient satisfaction scores are better than every single comparable provider in the U.S.

A percentile score of 50 would mean that Geisinger’s patient satisfaction scores are better than exactly half of the comparable providers in the U.S.

Percentiles appear in graphs on the left side of this page. The figures on the right trend the scores in three-month periods from 2010 to first-quarter 2012. Geisinger’s 40 community practice sites are grouped with providers with 100 or more physicians. The quarterly mean score trend line extends into June 2012 and while incomplete owing to a lower sample size, indicates the direction of the next quarter's scores.

 Community Practice Service Line Satisfaction scores

Likelihood of recommending - quarterly mean score trend