Patient Experience

Patient experience refers to everything that happens to patients from the moment they walk into the doctor's office until the end of the appointment. It also includes all phone calls or other contact a patient has with the doctor's office before or after appointments.

Care You Should Expect to Receive - High quality care includes positive interactions between patients, doctors and office staff:

Availability of appointments, care and information when needed.
Doctors who listen and explain care instructions in a way that patients understand.
Polite and helpful office staff. For example, a receptionist that treats patients with courtesy and respect.
An overall positive experience after which patients are likely to recommend their doctor to others.

How Will This Help Me? By asking patients about their office visit experiences, doctors and their office staff can learn how well they are interacting with their patients and how they can improve. Patient experience is broadly recognized as a core element of health care quality.

The Data:

The charts and percentages below will tell you how successful Minnesota physicians and other health care providers are in achieving positive feedback from patients after a recent office visit. Our patient experience report offers information across four topics, representing different aspects of patient experience.

The Numbers – The average provider rating is different for each category. In all categories, the score represents the number of patients surveyed who answered “yes” or “always”, or gave a high rating when asked questions about the topic.

Access to Care statewide average: 58%
Doctor-Patient Communication statewide average: 89%
Courteous and Helpful Office Staff statewide average: 90%
Patients Who Rated Doctor’s Office a 9 or 10: 72%

An average provider rating statewide of 80% means that eight out of 10 adult patients answered “yes” or “always”, or gave a high rating when asked questions about a topic (such as Getting Care When Needed, they saw the doctor within 15 minutes of their appointment time). The percentages and bar charts below represent ratings for care received in individual clinics.

High numbers signify high quality care. Your provider may have received a higher or lower rating depending on how many of their patients reported have a good experience during a recent visit to their doctor’s office. It is important to know that small differences in these percentages don’t necessarily reflect the quality of care you will receive. It is important to look at the larger differences and 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®) survey. This survey asks patients about aspects of their health care experience that are closely linked to quality.

The CG-CAHPS® survey was mailed to a random sample of patients ages 18 and over who visited their doctor between April 1, 2010, and June 30, 2010. Clinic participation in the survey (whether or not they chose to send surveys to patients) was voluntary. If your clinic is not listed in our report, it means they either elected not to survey their patients, patients were surveyed but the clinic elected not to publicly report the results, or that patients were surveyed and there weren’t enough responses to reliably report the information.

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These topics include:

Access to Care – 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 doctor within 15 minutes of their appointment time?
Doctor-Patient Communication – Did a patient’s doctor 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?
Patients’ Rating of the Doctor – How many patients would give their doctor a 9 or 10 after being asked to rate their doctor on a scale of 0 to 10, with 0 being worst and 10 being best?

Above Average =		Ratings are significantly higher than average
At or Below Average =		Ratings are in the middle or significantly lower than average
Not Enough Data =	Not enough survey responses to reliably report the information

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	Getting Care When Needed	How Well Doctors Communicate	Courteous and Helpful Office Staff	Doctors with an Exceptional Rating
	Average = 58%	Average = 89%	Average = 90%	Average = 72%
Fairview Farmington Clinic	Not Enough Data	Not Enough Data	96%	Not Enough Data
HealthEast Hugo Clinic	73%	93%	97%	75%
Fairview Riverside Primary Care Clinic	67%	92%	97%	81%
Mille Lacs Health System - Isle	69%	91%	94%	77%
HealthPartners - Parkway Clinic	76%	90%	91%	71%
Hutchinson Area Health Care - Orthopaedic & Fracture Clinic	74%	Not Enough Data	90%	Not Enough Data
Essentia Health - Duluth Clinic Main	67%	92%	94%	74%
HealthEast Vadnais Heights Clinic	58%	93%	93%	80%
HealthEast Downtown St. Paul Clinic	63%	92%	91%	79%
Fairview Jonathan Clinic	63%	92%	93%	76%
Mille Lacs Health System - Onamia	64%	91%	90%	79%
HealthPartners - Lino Lakes	63%	93%	92%	74%
HealthPartners - Hlth Ctr for Women	59%	92%	96%	75%
HealthEast Midway Clinic	57%	92%	93%	80%
HealthPartners - Como	61%	90%	93%	76%
HealthEast Roselawn Clinic	54%	93%	90%	83%
HealthPartners - Apple Valley	65%	90%	91%	75%
HealthEast Grand Avenue Clinic	63%	91%	92%	74%
United Hospital District Clinic	62%	91%	94%	74%
HealthPartners - Woodbury	63%	92%	89%	76%
Fairview Bass Lake Clinic	66%	Not Enough Data	93%	Not Enough Data
Burnsville Family Physicians	61%	90%	93%	75%
North Memorial Clinic - Elk River Physicians	63%	Not Enough Data	95%	Not Enough Data
HealthPartners - Arden Hills	60%	91%	90%	75%
HealthPartners - Specialty Center 435	71%	87%	90%	67%
HealthPartners - Roseville	54%	92%	91%	77%
HealthPartners - White Bear Lake	59%	89%	93%	71%
Fairview Uptown Clinic	53%	91%	90%	79%
North Memorial Clinic - Maple Grove	62%	89%	85%	77%
Range Regional Health Services dba Fairview Mesaba Clinic - Mountain Iron	66%	Not Enough Data	90%	Not Enough Data
HealthEast Cottage Grove Clinic	61%	89%	93%	69%
Fairview North Branch Clinic	55%	94%	87%	76%
HealthPartners - Brooklyn Center	60%	88%	88%	76%
HealthEast Woodbury Clinic	54%	89%	94%	74%
HealthPartners - West	56%	90%	90%	75%
HealthPartners - Riverside	56%	88%	92%	75%
Fairview Rush City Clinic	53%	92%	91%	74%
Hennepin County Medical Center (HCMC) Clinics - Richfield Clinic	57%	89%	88%	76%
Fairview Maple Grove Medical Center	66%	89%	88%	67%
HealthPartners - Coon Rapids	62%	88%	89%	71%
Glencoe Regional Health Services - Glencoe	47%	92%	88%	81%
Stillwater Medical Group - Lakeview Campus	62%	Not Enough Data	92%	Not Enough Data
HealthPartners - Anoka	58%	89%	91%	70%
HealthPartners - Bloomington	60%	89%	89%	70%
Fairview Princeton Clinic	54%	90%	89%	74%
Fairview Northeast Clinic	51%	92%	88%	76%
Hennepin County Medical Center (HCMC) Clinics - Downtown Medicine Clinic	51%	90%	88%	78%
HealthPartners - Inver Grove Heights	65%	86%	93%	62%
HealthEast Oakdale	50%	90%	94%	71%
HealthPartners - St Paul	60%	86%	87%	72%

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