Sheppard Pratt Care Experience Surveys

Sheppard Pratt is committed to providing high quality care and services that best meet the needs of our community. As part of that commitment, we administer a brief experience survey to ensure that we are providing the best care to our patients, clients, residents, students, and their families. To ensure confidentiality, care experience surveys are administered by an independent third-party, Press Ganey Associates LLC. Surveys are sent randomly by mail, e-mail, or text message to patients following their care experience.

Sheppard Pratt uses this information to improve our services for you. These care experience surveys offer those we serve an opportunity to rate their experiences and share comments.

Press Ganey surveys examine a variety of care experience elements, including interactions with care providers, coordination of care by staff members, therapeutic programing and activities, meals, cleanliness, discharge planning, and more.

We use the information collected through the Press Ganey surveys to:

  • Enhance our services and identify any gaps in care
  • Improve our culture of safety and communication
  • Bring the voice of the customer to our current initiatives
  • Recognize our staff 

Experience surveys will be administered for the following Sheppard Pratt programs and services:

  • Inpatient hospital programs 
  • The Retreat
  • Day hospitals 
  • Schools 
  • The Sheppard Pratt School and Residential Treatment Center
  • Addictions treatment services
  • Group practice services 
  • Offsite counseling services
  • The OnTrack program
  • Outpatient mental health clinics 

FAQs

Who is Press Ganey?

Working with more than 41,000 healthcare organizations and half of all U.S. hospitals, Press Ganey has been helping to improve the customer experience for nearly 30 years. Founded in 1985 by Dr. Irwin Press, PhD, and Dr. Rod Ganey, PhD, their goal is to improve clinical and business outcomes.

What will the surveys do?

The survey will be texted, e-mailed, or mailed to customers within a few days of their visit. The survey questions aim to gain insight regarding the care experience received. We are interested in drawing meaningful conclusions, so we ask that you please do your best to respond to the survey. Survey responses will be anonymous. 

What questions will I be asked?

Press Ganey surveys examine a variety of care experience elements, including interactions with care providers, coordination of care by staff members, therapeutic programing and activities, meals, cleanliness, discharge planning, and more. Response selections range from very poor to very good, and the survey includes a comment section under each question where you can include additional thoughts or concerns.

How often will I receive the surveys?

Only one survey will be sent within a 90-day period even if you have more visits within that time period. 

Is there a timeframe I need to complete this survey?

The email and text link is only valid for 30 days. If you receive a mail survey, you can complete and submit your feedback within one year. However, we are eager to hear your feedback and would appreciate if you could complete the survey after receiving it!

Is there a separate customer and family member survey? 

No, only one survey will be provided per encounter. A family member, friend, legal guardian, spouse, or other individual may complete the survey on behalf of the customer. However, the survey recipient must first enter the customer’s date of birth as verification before they are able to complete the survey online. 

Will you share or sell my email address?

We take your privacy very seriously. We use your mobile number and email address to contact you about your care, which may include sending a survey about your care experience. For the survey, we use Press Ganey, a third party that is HIPAA compliant.

Will you know the response is from me?

You may remain anonymous. We will only know if you complete the survey if you provide your name at the end of it. 

I do not want a survey. Can the survey not be sent to me?

You do not have to complete the survey, and you are able to unsubscribe from Press Ganey emails and text messages to prevent receiving them in the future. However, we would appreciate your feedback.