Patient Guide to Patient Satisfaction Surveys and Ratings


At King Faisal Specialist Hospital and Research Center one of our main values is transparency. We believe that providing our patients and their family members with all necessary information is critical. For that reason, we’ve compiled this guide to help patients, family members and those who may be considering appointments at King Faisal Specialist Hospital and Research Center understand what is and how we capture the patient experience.

Patient experience encompasses the range of interactions that patients have with the health care system, including their care from healthcare providers, nurses, and staff in the hospital.

As an integral component of health care quality, patient experience includes several aspects of health care delivery that patients value highly when they seek and receive care, such as getting timely appointments, easy access to information, and good communication with health care providers.

Understanding patient experience is a key component in moving toward patient-centered care.


About the surveys

At King Faisal Specialist Hospital and Research Center we are adamant to hold ourselves to the highest standards and therefore have partnered with an independent patient satisfaction company, Press Ganey to help us improve our critical and business outcomes by measuring our patients’ experience through administering the CAHPS® Hospital Survey and PG surveys such as: Medical Practice, Ambulatory Surgery, Dental, Emergency, Outpatient Oncology and Pediatric Inpatient in the various domains and range of interactions.


Who receives the survey?

Patients treated by King Faisal Specialist Hospital and Research Center are invited to complete surveys based upon their hospital stay or outpatient office visit with their physician. Surveys are offered through an SMS or via a telephone call allowing patients an opportunity to provide feedback about their experience with their journey and physician. Results are shared with departments and individual physicians to identify opportunities to improve care.


What questions are asked?

The surveys ask patients, parents or family members to evaluate how well their physician communicated, listened, showed courtesy and respect toward them. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement.


What do we do with the survey responses?

For the benefit of both our patients and physicians the survey ratings are shared on our Website and Sehaty Application. Likewise, our physicians and departments also receive their patient rating and are asked to continually monitor their patients’ feedback and ratings.


How is the physician’s patient satisfaction star rating calculated?

Physician rating is based on patient responses to several questions about their care, such as:


  • Friendliness and courtesy of the physician
  • Explanation the physician gave you about your problem or condition
  • Concerns the physician showed for your questions or worries
  • Physician efforts to include you in decisions.
  • Likelihood of you recommending the physician to others
  • Overall rating


For each physician, their patients’ ratings are averaged together to form a summary, single star rating.


Why don’t we see patient ratings for every physician?

Star ratings are based on the Medical Practice "Outpatient Survey Results". The more ratings a physician receives increases the accuracy and reliability of the results. A physician’s rating will only be posted on the site providing he/she has a minimum of 30 completed surveys.

For example, a doctor who primarily treats hospitalized patients and receives only seven surveys over the course of a year will not have a corresponding star rating displayed.

As per the best practice of Press Ganey, Inpatient, Intensivist, Dental, Mental health and DEM physicians are not rated nor displayed, due to the nature of the particular journey and the various interactions associate with it.


Can anyone complete a survey?

Only patients who have had an outpatient visit or hospitalized will receive a survey.


How is patient information protected?

Patient names and identity are not displayed through the on-line ratings and commentary reviews. All patient identifiers are protected with strict confidentiality.


Patient Experience Reports: