Guthrie Leading Patient Transparency with Patient Feedback on Website

Patients looking for a Guthrie provider have a new tool to help them choose a health care provider. Guthrie is one of only a small number of health systems nationwide, and the first health care system in the region, to post doctors’ ratings online. Guthrie is now publishing comments from patient follow-up surveys on its website to further inform the public about its providers.

In 2016, Guthrie introduced a new ‘five star’ rating system on each of its provider pages that allows patients to view satisfaction scores for Guthrie providers on a variety of factors, including the likelihood of recommending a provider and patients’ confidence in their provider.  All data is collected and reviewed from patient satisfaction surveys by Press Ganey, an independent national health care performance company. As part of the survey, patients are also invited to provide anonymous comments, and these comments now appear alongside the star ratings.

“Guthrie is committed to providing the best experience for our patients, and we feel that it is a natural step for us to share the patient satisfaction data we receive. Publishing comments on our provider pages is one way that Guthrie hopes to empower our patients to seek out care that best meets their needs,” says Dr. Frederick Bloom, President of Guthrie Medical Group. “We are excited to make this feature available to all of our patients and to continue to provide open, transparent communication with our community.”

“Our physicians and advanced practitioners are often the most visible face of Guthrie with our patients, and therefore it is critical to our success that these providers offer truly patient-centric care. We have great confidence in our team, but by offering our patients feedback based on real patient ratings gathered from an independent source, we can be completely transparent about the experiences our patients receive.” 

Guthrie encourages its patients to fill in the anonymous survey that they receive via letter or email a few weeks after every appointment. The information from this survey directly informs its provider star ratings, and gives patients a chance to share their own personal feedback. Negative comments are not removed or filtered, as they help provide real feedback, and ensures that the organization is presenting a fair, equitable picture of the services it provides.

In order to create a fair and statistically accurate ranking, providers who have received less than 30 customer satisfaction reports will not have any stars or comments that appear. These may include providers who do not have a direct, patient facing role, or providers who only see patients briefly before transferring their care.

To review the ratings and comments for individual Guthrie providers, simply click on their provider page on www.Guthrie.org. 

About Press Ganey

Press Ganey is a leading provider of patient experience measurement, performance analytics and strategic advisory solutions for health care organizations across the continuum of care. Press Ganey is recognized as a pioneer and thought leader in patient experience measurement and performance improvement solutions. The company’s mission is to help health care organizations reduce patient suffering and enhance caregiver resilience to improve the safety, quality and experience of care.

About Guthrie

Guthrie is a non-profit integrated health system located in north central Pennsylvania and Upstate New York, serving patients from an 11-county service area. Guthrie is a member of the Mayo Clinic Care Network, and is the first health system based in Pennsylvania and New York to join this network. Guthrie is comprised of a research institute, home care/hospice, hospitals in Sayre, Pa., Corning, N.Y., Towanda, Pa., and Troy, Pa., as well as a multi-specialty group practice of more than 300 physicians and 190 mid-level providers in a regional office network encompassing sub-specialty and primary care sites in 22 communities throughout Pennsylvania and New York.  Guthrie offers a wide range of services and programs designed to enhance the health and well-being of those it serves.