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To learn more, visit www. We also believe that transparency is critical. We want to help our patients and their families see how we capture the patient experience at UPMC. We work with an independent patient satisfaction company, Press Ganey , to distribute our surveys. For more than 25 years, Press Ganey has been the industry's recognized leader in health care patient satisfaction.
Who gets the survey? Patients treated by UPMC physicians and advanced care providers are randomly chosen to fill out our patient satisfaction surveys. Surveys are sent by email and mail to offer patients a chance to provide feedback about their experience with their provider.
Each year, almost , of UPMC's patients respond. Results are shared with departments and individuals for continuous opportunities to improve care. What questions do we ask? The survey is based on outpatient office visits with the patient's physician and advanced practice providers. Press Ganey also sends surveys to our other services such as hospital stays for our adult and pediatric patients, but these results are not yet shared online. The surveys ask our patients to measure how well their provider communicated, listened, and showed courtesy and respect toward them.
Results are used to evaluate patients' overall perception of care and help us find areas we can improve or recognize our physicians and advanced practice providers. What does UPMC do with the survey responses? Survey ratings and patient comments are shared on this website for the benefit of our patients, physicians, and advanced practice providers. At UPMC, we continually look at patients' feedback and ratings to evaluate patients' overall perception of care and help us identify areas we need to improve, or recognize excellent care provided by our providers and staff.
How is an individual's patient satisfaction star rating created? Star ratings are based on patient responses to six questions about interactions with the provider. Are all comments posted? We post all comments from the surveys except for comments that are libelous, slanderous, profane, do not refer to a provider interaction or that may risk the privacy of a patient.