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Our Dedication to Patient Satisfaction



Willamette Dental Group is determined to exceed patient expectations and create the best patient experience possible. We measure all aspects of the patient experience at our offices by partnering with an independent and nationally recognized healthcare patient satisfaction company, Press Ganey Associates. For more than 30 years, Press Ganey has been the industry's recognized leader in administering patient satisfaction surveys to support the patient experience. If you're interested in more information, click here to learn about Press Ganey.

The results of this professional and thorough survey are available to everyone who visits willamettedental.com, with up-to-date patient ratings and comments for providers at Willamette Dental Group. Click here to search for your nearest dental office.



FREQUENTLY ASKED QUESTIONS


How Are Provider Star Ratings Calculated?

Provider star ratings are calculated from survey scores on a 0 - 100 scale based on patient answers of Very Poor, Poor, Fair, Good, and Very Good to the nine, detailed questions below. Mean scores on the scale are then divided by 20 to get star ratings on a 0 - 5 scale. Example: Mean score of 94.4 / 20 = 4.72 or 4.7 stars.

  1. Wait time at clinic (Section A, Question 6)
  2. Care provider explanation (Section B, Question 1)
  3. Dentist concern for your questions and worries (Section B, Question 3)
  4. Caring shown by the dentist (Section B, Question 4)
  5. Thoroughness of exam and treatment (Section B, Question 5)
  6. Confidence in this dentist (Section B, Question 6)
  7. Doctor spoke using clear language (Section B, Question 7)
  8. Our concern for your comfort (Section E, Question 1)
  9. Likelihood of recommending this dentist (Section G, Question 1)

Why Do Some Providers Not Have a Star Rating or Comments?

In order to provide our patients and visitors with the most accurate and beneficial information, we only post comments and star ratings relevant to a specific provider once they have received a minimum of 30 surveys within the previous 12 months.

How Do You Determine Visual Display of Star Ratings?

Willamette Dental Group follows rules for display of star ratings based on the Centers for Medicare & Medicaid Services (CMS) standards. Stars are rounded up and down to the nearest full star or half star, based on quarter percentiles. If the star rating is = x.25 the star rating rounds up. For example, because 4.2 is less than 4.25, it rounds down to a 4 star rating. Had the rating been 4.25, the rating would round up to a 4.5 star rating. 

Are All Patient Comments Posted Online?

Comments corresponding to survey section B (listed above) are posted on the Willamette Dental Group website. The comments are displayed on a rolling 12-month period so that they are always relevant and timely to patients. Positive, negative, and neutral comments are displayed excluding comments that contain:

  • Offensive, abusive or malicious language
  • Names or detailed descriptions that jeopardize patient confidentiality or privacy (as per HIPAA)
  • Comments about other dentists, departments, or offices
  • Comments that are libelous
  • Remarks that relate to the survey tool and are unrelated to the patient's experience

Who Receives the Survey?

A survey is emailed to Willamette Dental Group patients who have provided their email address, within a few days of their appointment. For patients who do not provide their email address, a survey is sent through postal mail to a randomized sample. Each year we hear back from over 20,000 patients who receive care in our dental offices.

What Questions Do We Ask - Sample of Survey

When you take our patient experience survey you can expect questions that address many aspects of the experience: dentist-patient interaction questions, facility questions, questions involving your personal experience. You can see an example of some of our survey questions, below:

Aside from displaying results online, how else do you use the survey results?

Willamette Dental Group uses the survey results to measure how we're doing during every part of the patient experience, from making the appointment to making sure that we have answered every question at the end of the office visit. Survey results can lead to both small and more significant changes, and for this reason patient feedback is invaluable.

We also use survey results to let us know what we're doing right. Our clinical office teams take great pride in what they do and love to hear about a job well done.

Press Ganey Success Story Award Winner

On November 20, 2014, Willamette Dental Group received the 2014 Press Ganey Success Story Award® in recognition of our innovative approach to organizational change in patient experience. The Success Story Award recognizes outstanding health care providers that have demonstrated leadership, implemented organizational change and improved performance.

The Press Ganey Success Story Award is a highly regarded symbol of achievement in the health care industry. Willamette Dental Group is one of only fifteen organizations to receive this honor in 2014 and the first dental company to earn the award.

Willamette Dental Group pioneered a companywide collaborative program, Advanced Access, to improve patient access in order to meet patient expectations and increase patient satisfaction. As a result of this initiative, wait times for appointments decreased by 75% on average and patient satisfaction mean scores increased by over 10 points to 90 out of 100.

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Headquarters
6950 NE Campus Way
Hillsboro, OR 97124

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