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Patient Experience

Patient experience includes everything that happens from the moment a person walks into a health care provider’s office until the end of the appointment. It also includes all phone calls or other contact a person has with the office before or after appointments.

Care you should expect to receive - The best quality care happens when health care providers (including doctors, nurse practitioners, physician assistants, other clinicians, and office staff) work as partners with patients, family members, and caregivers. These partnerships mean that:

  • Appointments, care and information are available when you need it
  • Providers listen and explain things to you in a way you understand
  • Polite and helpful office staff treat you with courtesy and respect
  • You have an overall positive experience

Minnesota and patient experience - MN HealthScores calculates and reports averages in four categories that reflect patient experience statewide. We calculate these averages by using the most positive survey responses for each of four categories. The most positive averages are important because they allow a clinic to measure their performance against all other participating clinics. They also show how well Minnesota providers have performed in providing a positive experience for their patients. 

Most positive averages by category of all reporting clinics (based on September 1, 2012 to November 30, 2012 data)

  • Access to care average: 60% 
  • Provider-patient communication average: 90% 
  • Courteous and helpful office staff average: 91% 
  • Patients who rated their provider a 9 or 10: 78% 

Who provides care? Many people receive health care from professionals other than doctors. Examples include nurse practitioners (NPs), physician assistants (PAs), and other clinical staff. We often use the terms “health care provider” or “provider” on MN HealthScores because our reports include information from a variety of health care professionals in addition to doctors.

How will this data help me? By asking patients about their experiences, we can learn how well health care providers in Minnesota and neighboring states partner with patients. We know that strong, positive partnerships are an important part of quality care. Patients who have good experiences with their health care providers are more likely to come back for tests, take medications as prescribed, and better manage their care.

Because quality health care matters a lot to both patients and health care providers, MN HealthScores developed a collection of resources called Better Care. Visit the Better Care section for helpful tools, videos, information and advice.


“Most positive” means the percent of patients who gave the most positive rating possible in a category. For example, a rating of 80% means that eight out of 10 adult patients answered the questions with the most positive response possible.

The Data:

The charts and percentages below will tell you how successful Minnesota health care providers are in achieving positive feedback from patients after an office visit. Our patient experience report shares ratings in four categories that show different aspects of patient experience.

The list of clinic results is ordered from highest to lowest, using the average of individual clinic scores for each category. Categories with not enough data are not used to calculate the individual clinic score average.

How to find results - You can quickly search for clinics in this patient experience section by clinic name, location (ZIP code, city or county), and by specialty area. We also have patient experience data for hospitals in a different section of MN HealthScores.

You can change the number of clinics listed in your search results by combining any or all of the search options. Using more search options will create a shorter list of clinics, while using fewer search categories will return a larger list. We encourage you to explore the results you get by using different combinations of search categories.

What’s a “specialty” area? Many of the clinics listed in the patient experience section specialize in one area of care, such as family medicine or dermatology. Now you can easily search patient experience reports for single specialties. If your clinic has departments that offer care in more than one specialty area or you don’t see your clinic listed under a specialty area, try leaving the specialty category blank, or searching by clinic name or geography. 

How to understand the ratings for each category - Each clinic can display up to four scores, based on the four patient experience categories. Within each category, a clinic will have an individual score and a rating that compares the clinic to the most positive average of all clinics. If a clinic had too few survey responses to publicly report in a category, the result will say “not enough data”.

In all categories, the individual clinic score is the percent of patients who answered the questions with the most positive response possible. “Most positive” is a way to describe the highest response where the answers may include: “Always” or “Definitely yes” or a top rating of 9 or 10 out of 10 possible points.

A clinic's performance is compared to a most positive average of all the clinics that report in a category. The most positive average is shown as a black line inside the box. Clinics are also rated as being either significantly above average (shown as green shading), or average or significantly below average for all responses (shown as yellow shading). The amount of color in a box is a way to compare a clinic’s performance with the most positive average for all reporting clinics.

High numbers can be a sign of high patient satisfaction. Your clinic may have received a higher or lower rating depending on how many patients reported a good experience during a visit. Differences in percentages between clinics in the same category don’t always reflect the experience you might have as a patient. One suggestion is for you to talk with your provider if you have questions or concerns.

About Our Report - This report is based on patient responses to the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS®) Visit 2.0 survey. The survey asks patients about aspects of their health care experiences that are closely linked to quality.

The CG-CAHPS® Visit 2.0 survey was mailed to a random sample of adult patients ages 18 and over who visited their provider between September 1, 2012 and November 30, 2012. There may be several reasons why a clinic is not listed in our report. Some common examples are that the clinic did not qualify based on having too few patients during that time or receiving too few survey responses to report the data reliably. 



These topics include:

  • Getting care when needed – How often patients got appointments for care as soon as needed, timely answers to questions when they called the office, and how often they saw the provider within 15 minutes of their appointment time?
  • How well providers communicate –Did a patient’s provider know their medical history, explain things clearly, listen carefully, show respect, provide easy to understand instructions, and spend enough time with the patient?
  • Courteous and helpful office staff – Was the office staff was helpful and did they treat patients with courtesy and respect?
  • Providers with a most positive rating – How many patients would give their provider a 9 or 10 after being asked to rate their provider on a scale of 0 to 10, with 0 being worst and 10 being best?
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Getting care
when needed

 
How well providers communicate

 
Courteous and helpful office staff

 
Providers with a most positive rating
 
Most positive average = 60%
Most positive average = 90%
Most positive average = 91%
Most positive average = 78%
Allina Health Specialties - Minneapolis Heart Institute - Baxter

79%

95%

96%

89%
St. Mary's Innovis Health Clinic - Frazee

79%

97%
Not Enough Data


90%
CentraCare River Campus-Nephrology

77%

95%

95%

88%
Minnesota Oncology - Fridley

76%

94%

97%

87%
HealthEast Cancer Care-St. John's Hospital

80%

94%

95%

83%
Lakewood Health System - Pillager Clinic

64%

96%

98%

93%
Advancements in Allergy and Asthma Care, Ltd.

73%

95%

94%

89%
Allina Health - Mercy General Surgery Clinic

83%

90%

96%

82%
CentraCare River Campus-Rheumatology

71%

94%

96%

88%
University of Minnesota Physicians - Mill City Clinic

67%

95%

97%

90%
HealthEast Downtown St. Paul Clinic

71%

94%

96%

88%
Minnesota Oncology - Minneapolis

68%

95%

95%

90%
Midwest Plastic Surgery

79%

91%

95%

83%
Minnesota Oncology - Burnsville

75%

92%

95%

84%
Parkview Medical Clinic

76%

93%

93%

85%
St. Cloud Hospital - Coborn Cancer Center

74%

92%

96%

84%
Minnesota Gynecology & Surgery

74%

90%

96%

87%
University of Minnesota Physicians - Masonic Cancer Clinic

70%

96%

93%

86%
Allina Health - Eagan Women's Health

66%

95%

94%

91%
Fairview Rogers Clinic

70%

95%

95%

85%
Essentia Health - Graceville Clinic

77%

94%

94%

80%
HealthPartners - Parkway Clinic

73%

92%

95%

86%
Essentia Health - Baxter Women's Specialty Clinic

75%

92%

97%

81%
Essentia Health - Duluth Clinic

74%

92%

94%

85%
St Luke's Clinics-Endocrinology Associates

72%

93%

94%

86%
Western OB/GYN - Chaska

74%

92%

94%

84%
St Luke's Clinics-Oncology/Hematology

75%

93%

94%

82%
Entira Family Clinics - Highland (formerly Family HealthServices Minnesota - Highland Family Physicians)

71%

94%

93%

86%
Quello Clinic - Savage

71%

93%

92%

87%
Allina Health - Mercy Women's Health

63%

97%

95%

89%
St Paul Cancer Center

70%

93%

94%

86%
Minnesota Oncology - Coon Rapids

75%

92%

91%

85%
CentraCare River Campus-Surgery

72%

91%

96%

83%
St Luke's Clinics-Internal Medicine Associates

69%

93%

96%

85%
Affiliated Community Medical Centers - Willmar Skylark Center

78%

91%

93%

80%
Sanford Health Parkers Prairie Clinic

72%

93%

96%

81%
Allina Health Specialties - Metropolitan Heart & Vascular Inst. Coon Rapids

72%

93%

96%

82%
St. Cloud Hospital - Rehabilitation Medicine Physicians

60%

96%

98%

89%
CentraCare River Campus-CentraCare Heart & Vascular Center

72%

93%

93%

84%
CentraCare Clinic - St. Joseph

71%

93%

95%

83%
Ridgeview Excelsior Clinic

68%

94%

91%

88%
Paul Larson OB/GYN Clinic, PA

70%

93%

96%

82%
University of Minnesota Physicians Gynecological Cancer Clinic

66%

93%

97%

86%
Park Nicollet Clinic - Shakopee 2

68%

93%

96%

83%
Sanford New York Mills Clinic

67%

94%

96%

83%
Park Nicollet Clinic - Prairie Center

65%

93%

93%

88%
CentraCare Health Plaza-Obstetrics and Women's Clinic

59%

95%

95%

91%
Mayo Clinic - Northwest

65%

94%

95%

85%
Essentia Health - Lisbon

70%

94%

97%

78%
Minnesota Oncology - Edina

67%

94%

93%

85%

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