WhiteCoat

Press Ganey Flunks Own Rating Scale

So I happened to be looking through my blog stats to see which posts are most interesting to you all lately.

One of the stats on the blog is search terms that cause people to end up on my blog. Some of them are amusing, such as “How do I disimpact myself” [ANSWER: You don't] and “Why do hospitals want JCAHO accreditation anyway?” [ANSWER: It beats the heck out of me, too]
I have become one of the de facto resources for people who want to know whether they need antibiotics to treat strep throat and for demonstrating what an infection of lice looks like … which is just wonderful because after I published to the world that my kids just got over lice, the search rank will probably go up even higher and I will soon be known as the Head Louse King.

But I found it most amusing that my blog is the third on the list of Google search terms when someone does a search for “Press Ganey.” The article that pops up is “A Death Knell for Press Ganey” which I wrote in February.

I flipped through the pages of results and happened across a page titled “Press Ganey Reviews.” What the heck, I thought. Let’s see how Press Ganey’s ratings stack up.

According to Press Ganey‘s own ratings scale, it fails. Using ballpark estimates on a 1-5 scale, doctors and hospitals have an average rating of about a 4.3 or so. Drop to the 3.5 range on the 1-5 scale and you’re scraping the bottom of the barrel in the ol’ percentile rankings.

Press Ganey’s rating on a 1-5 scale is a rocking 2.8.

When compared to the scale that Press Ganey uses for hospitals and doctors, Press Ganey’s ratings flunk. And only 33% of employees approve of Press Ganey’s president Robert Rob Draughton. Allegations of nepotism, poor pay, high employee turnover in the comments section of the reviews (.pdf file in case site is removed). One employee stated that “Management does not take feedback.” A company that earns millions of dollars on feedback from other entities doesn’t take feedback on itself?

Wow.

If Press Ganey were a doctor, it would be out on its ear.

I love irony.

12 Responses to “Press Ganey Flunks Own Rating Scale”

  1. Mark says:

    Based on 4 reviews? That was conveniently omitted from your screen capture. Since when can any statistically relevant conclusion be drawn from 4 data points? Press Ganey themselves suggest at least 30 data points before drawing any statistically relevant conclusion.

    Not to mention you are comparing an employee satisfaction score with patient satisfaction scores. Apples and oranges, my friend. When was the last time you thought, “gee, I am quite pleased with my job. I have some spare time; let me seek out a place where I can leave my employer a good score.” It is much more likely these are disgruntled ex-employees looking for a way to burn the company on the way out.

    It is quite clear that you take issue with the notion of patient satisfaction as one of several measures of healthcare quality. Making specious arguments and reveling in “irony” only serve to dilute your argument and undermine your credibility.

    • WhiteCoat says:

      Misstatement #1: “Based on 4 reviews? That was conveniently omitted from your screen capture.”
      “Based on 4 ratings” was clearly visible in the screen capture.

      Misstatement #2: “Press Ganey themselves suggest at least 30 data points before drawing any statistically relevant conclusion.”
      Ahhh, but Press Ganey routinely reports and analyzes data with as few as three reviews on a single physician, doesn’t it? You conveniently omitted that from your statement, didn’t you?

      Ironic Comment #1: “It is much more likely these are disgruntled ex-employees looking for a way to burn the company on the way out.”
      Gee, not unlike disgruntled patients who bash emergency physicians when they don’t get their Vicodin prescriptions or they don’t get ZeePaks for their runny noses. You are saying that reviews shouldn’t include potentially biased information?

      Ironic Comment #2: “It is quite clear that you take issue with the notion of patient satisfaction as one of several measures of healthcare quality.”
      Given the rather large study showing that healthy highly satisfied patients are twice as likely to DIE than patients who are less satisfied, I think you may want to reconsider your correlation between “satisfaction” and “quality”.

      “Making specious arguments and reveling in “irony” only serve to dilute your argument and undermine your credibility.”
      Thank you for making my point — exactly.

  2. Voice of Reason says:

    This is only based on an n of 4. You should know better. Unlike Press Ganey surveys, this is not a random sample with a decent n size.

    • WhiteCoat says:

      Not a random sample? Ditto Nick below. Are you kidding?
      Press Ganey surveys exclude all admitted patients and patients who leave AMA. Press Ganey surveys also exclude repeat visitors. That’s a random sample?

      Press Ganey surveys have a “decent n size”? Have you ever seen the numbers in a Press Ganey report? Do you know what “n” size is required to make a sample statistically significant?

      Have some more Kool Aid, Dr. Ganey.

    • WhiteCoat says:

      I also find it ironic that the IP address from which this comment generated, 98.206.172.8, geolocates to … SOUTH BEND, IN which is the home of … Press Ganey Enterprises.

      Funny how Press Ganey tries to explain away adverse data about itself but how Press Ganey tries to prevent the subjects of its inappropriate surveys from taking the same action.

      Voice of Reason, indeed.

  3. Nick says:

    Are you kidding? Press Ganey is notorious for reviewing doctors based on tiny samplings. See below or google “Press Ganey” and “Sample size” to see the criticisms

    http://www.epmonthly.com/archives/features/are-press-ganey-statistics-reliable/

  4. Someone says:

    My husband was reviewing his Press Ganey scores, and one month he only received 3 surveys but of course was evaluated and ranked in his group based on those three scores. Most of the months, the number of surveys are tickling 5. In fact, his total survey responses for the year are just over 60. By that recommendation per Press Ganey of making a cogent analysis from no less than 30 surveys each, he should have only received 2 summaries of scores, not 12. To qualify, my husband has been in the top 99th percentile most months and 89th percentile over a one year period. And even a 89% is considered average and should be improved, according to the Powers That Be. But with such a small monthly N, are really any of those scores valid? According to Press Ganey, they are not.

    And, to comment on what Mark said: “Not to mention you are comparing an employee satisfaction score with patient satisfaction scores.” Aren’t the physicians in this scenario really the “patients” of Press Ganey? Also, many emergency physicians are independent contractors and therefore business owners working with a group and so they are not employees. I do not agree that it’s comparing “apples to oranges”, but a lateral shift comparing two apples…maybe from a different tree, but apples nonetheless.

  5. Amanda says:

    Press Ganey’s new CEO is way worse than Rob. They already let Rob go. His new CEO is Pat Ryan and since I work there – I can tell you – He should have the worst reviews. He has come in and acted like he cared about us and then he brought his own team from his previous employer. I mean everybody almost – So now the good people at PG are either demoted, terminated, laid off – to make room for his staff. It is a corporate takeover. I wish someone out there could really review Press Ganey for their antics. They would fail fail fail. I hope to be leaving soon so I can write about what they are really doing there. If they don’t respect and take care of their own employees – do you think they are going to take care of you and your data.

  6. Kathy says:

    Press gauntly is nothing but BULL SHIT packaged and sold to hospitals. It is a waste of money that could be much better spent to truly improve hospitals. All it is doing is adding up to more useless dollars being spent in the name of what we call health care. As a manger on a nursing unit I have to subjected my poor hard working nurses to this BS. It is not in any way statistically significant. The pts that answer the calls are the ones who are home because the don’t work and I (and you) are paying for their hospitalization anyway. They are trash most of the time. The normal people don’t have time for BS like Press Ganey. – I’m about ready to quit my job over it. The only reason I stay is because I respect my nurses who work so hard just to be subjected to the white trash shit people who answer insignificant press Ganey scores.

  7. Reg says:

    You should update it because they now have 29 reviews… albeit worse ;-)

  8. JS says:

    Sorry to disagree.
    Press Ganey is the only site where folks get any chance at all to comment on their health care experiences.

    The health care industry would greatly benefit from an easy web-based feedback system.
    Those few system-bending and incompetent docs would soon be recognized.

    What do you think?

  9. tristan vickers says:

    very interesting that a large co., either Moorhead, or Morehouse–some name like that IS NOW owned by PG, and the M co. does hospital employees surveys for “associate satisfaction”. My is this a conflict of interest.

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