Patient Experience

Outpatient Office Visit Survey

Keeping patients at the center of all that Cleveland Clinic does is critical. Patients First is the guiding principle at Cleveland Clinic. Patients First is safe care, high-quality care, in the context of patient satisfaction, and high value. Ultimately, caregivers have the power to impact every touch point of a patient’s journey, including their clinical, physical, and emotional experience.

Cleveland Clinic recognizes that patient experience goes well beyond patient satisfaction surveys. Nonetheless, sharing the survey results with caregivers and the public affords opportunities to improve how Cleveland Clinic delivers exceptional care.

CG-CAHPS Assessmentᵃ

2017 – 2018

Source: Press Ganey, a national hospital survey vendor, 2019

ᵃIn 2013, Cleveland Clinic began administering the Clinician and Group Practice Consumer Assessment of Healthcare Providers and Systems surveys (CG-CAHPS), standardized instruments developed by the Agency for Healthcare Research and Quality (AHRQ) and supported by the Centers for Medicare & Medicaid Services for use in the physician office setting to measure patients’ perspectives of outpatient care.
ᵇExcept for “Appointment Access”, based on results submitted to the AHRQ CG-CAHPS database from 2829 practices in 2015
ᶜResponse options: Very good, good, fair, poor, very poor
ᵈResponse options: Yes, definitely; Yes, somewhat; No
ᵉResponse options: Yes, No
ᶠResponse options: 1-10 scale, 9-10 being best