Our Customer Survey

Patient Satisfaction Surveys and Star Ratings

Your voice matters. You may receive a survey from our confidential survey provider, Press Ganey, by phone, email or mail after receiving care at Sanford.

  • Patients are randomly selected for this survey and not all patients receive a survey
  • Responses are anonymous and Sanford does not know who receives the survey
  • Sanford receives the results of how patients answered the survey questions only

If you receive a survey, we encourage you to participate. This is your opportunity to tell us what we did well, and how we can do better. Thank you for sharing your experience.

What questions do we ask?

Sanford uses different types of surveys depending on whether the patient was seen in the hospital or in a clinic or other outpatient setting. They also send different surveys for adult and pediatric patients. The surveys ask a variety of questions, such as how well your doctor communicated with you, how well we listened to your concerns, and other aspects that are key to providing a quality patient experience.

What do we do with the survey responses?

We consistently monitor the feedback that our patients provide from the surveys. We then use this data to report to our teams and acknowledge the great work they do, while identifying opportunities for improvement. Many improvement projects at Sanford are driven by the feedback that we receive from these surveys. We also use this data to create our doctor star ratings that appear on the "Find a Doctor" portion of our website.

How is the doctor's patient satisfaction star rating created?

When you search our "Find a Doctor" page, you may notice the star ratings. These star ratings are based on feedback that patients have given the doctor via previous survey responses. The star rating is created from the responses to six of the questions found on our clinic survey.

Do you post all comments?

We are committed to posting positive and negative feedback. However, we do not post comments that are libelous, profane, or those that risk the privacy of our patients. Of all doctor comments received in the last year, 99.5 percent have been posted unedited.

Why don't we see patient ratings and comments for every doctor?

This may be because:

  • The doctor does not have at least 30 received surveys, which is the amount we consider to be significant to provide a true display of patient satisfaction
  • The doctor may not work in a clinic, which means their patients would not receive the correct survey used to calculate this rating

How is patient information protected?

Privacy matters to us. You can opt out of providing your name on any survey. Any parts of reviews that contain private health information or personally identifying information will not be displayed.