eSurvey Adjustments
1 This
PowerPoint is specific to those Press Ganey services with an
adjustment. Not all services are currently adjusted. Please reach out to
your account team for the most updated list.
What We’ll Cover Today
 Survey process
 eSurvey adjustment
 eSurvey Impact on reporting:
 Adjusted data
 Unadjusted data
© 2014 Press Ganey Associates, Inc.
2
Survey Process
© 2014 Press Ganey Associates, Inc.
Overview of the Process
Patient
schedules
visit
Scheduler enters patient email
address in system. If email is
already in system, confirm email
with patient
Patient name and
email sent to Press
Ganey after visit
Press Ganey sends
survey to patient
At patient visit, front desk
confirms email address
(collects email for walk-in
patients)
Patient
completes
experience
Survey results added
to database
Survey results are compiled
and tabulated
© 2014 Press Ganey Associates, Inc.
4
Reports are available in
online tool
eSurvey Invitation Email
From: <Organization Name> ([email protected])
Subject: <Organization Name> would like your feedback!
Dear {FirstName}
You recently visited <organization name> and we need your feedback. Please take a few minutes to answer a brief
survey and share your thoughts about your recent visit. Your input will help us to understand what we do well and what
we can do better. If you have received this email regarding a minor child’s visit, please complete the survey on their
behalf.
To ensure confidentiality, this survey is administered by an independent third-party, Press Ganey Associates, Inc. Your
participation will help us to improve the quality of care that we provide to you, your family, friends, and neighbors.
{{Url}}
If clicking the above link does not take you to the survey or a verification screen, please copy and paste the entire link
into your web browser. You can also go to https://esurvey.pressganey.com and enter the following PIN: {{PIN}}
Thank you for your feedback.
Sincerely,
John Smith
CEO
This is an unmonitored email box, please do not reply to this email. If you have specific questions for your healthcare provider, please contact
them directly.
To unsubscribe from future Press Ganey online patient satisfaction survey notices, click here.
© 2014 Press Ganey Associates, Inc.
eSurveys are “As Easy As 1-2-3”
Enter your date of birth
© 2014 Press Ganey Associates, Inc.
Read the letter and click
“Start Survey”
6
Take the Survey in 5-10 Minutes!
 Available for patients
to take via:
 Computer
 Tablet
 Smart Phone
© 2014 Press Ganey Associates, Inc.
Calculating the eSurvey Adjustment
© 2014 Press Ganey Associates, Inc.
Why the Adjustment
The Press Ganey eSurvey Adjustment Creates Balance
People take a paper survey
in the same way they take an
email survey.
© 2014 Press Ganey Associates, Inc.
However, the demographics
of the survey respondents
may differ.
9
Calculating the Adjustment
How the eSurvey Client Specific Adjustment is calculated:
1.
2.
3.
Press Ganey reviews the demographic patterns of your patients once 300
esurveys and 300 paper surveys are returned.
A subset of esurveys are systematically and randomly selected to get a mix
similar to your paper data
All paper returns + this subset of esurveys = adjusted sample
Unadjusted Responses- Response
Percentages Differ by Mode
Adjusted Sample- Response
Percentages Conform by Mode
Females: 65+
Females: 65+
Males: 65+
Males: 65+
Females: 50-64
Females: 50-64
Males: 50-64
Males: 50-64
Females: 35-49
Females: 35-49
Males: 35-49
Paper
Females: 18-34
esurvey
Males: 35-49
Females: 18-34
Males: 18-34
Males: 18-34
Females: 0-17
Females: 0-17
Males: 0-17
Males: 0-17
0%
5%
10%
15%
20%
25%
Percentage of total responses by mode
30%
paper
esurvey
0%
10
5%
10%
15%
20%
25%
Percentage of total responses by mode
30%
So, if Press Ganey adjusts my data when I
get 300 esurvey returns and 300 paper
survey returns…
© 2014 Press Ganey Associates, Inc.
What Happens Until I Reach 300/300?
 Your data will be adjusted by using a
Regional or National adjustment.
 If there are enough organizations in
your AHA Region that use esurvey,
a regional adjustment is used.
 If there are not enough
organizations in your AHA Region
that use esurvey, the national
adjustment is used.
– Both adjustments are recalculated on a quarterly basis.
 300 paper and 300 esurvey returns
trigger your organization specific
adjustment.
 This adjustment is re-calculated
monthly.
© 2014 Press Ganey Associates, Inc.
12
So How Do We Define Adjusted and Unadjusted?
What is the unadjusted sample?
 All paper returns + all esurvey returns = Unadjusted (Total) Sample
What is the adjusted sample?
 All paper returns + subset of esurveys = Adjusted sample
© 2014 Press Ganey Associates, Inc.
13
Where Can I Find My Adjusted and
Unadjusted Data?
© 2014 Press Ganey Associates, Inc.
Adjustment Reporting Guide
Adjusted
Data
Unadjusted
Data
Improvement Portal Performance
Summary Quick Report
Improvement Portal Quick Reports



Improvement Portal Performance
Scorecard
Improvement Portal Satisfaction
Dashboard
Press Ganey Online Flash Reports




Press Ganey Online InfoEDGE



Monthly CAHPS Summary Reports
Press Ganey Database Reports

(PaGER)
Note: All percentile ranks are based on adjusted data
© 2014 Press Ganey Associates, Inc.
15

Improvement Portal Reporting
Adjusted
 Percentile Ranks, Mean
Scores and Top Box
Scores in the
Improvement Portal
Performance Summary
Quick Report, and
Performance Satisfaction
Dashboard are adjusted.
Adjusted
© 2014 Press Ganey Associates, Inc.
16
Improvement Portal Reporting
 Your adjusted or
unadjusted data can be
selected in the Trend or
Comparison Quick
Reports. To make your
selection, just choose
“Adjusted” or “Unadjusted”
in the Adjustment
settings box.
 The default is adjusted
(mean or top box) score
© 2014 Press Ganey Associates, Inc.
17
Improvement Portal Reporting
 Your adjusted or unadjusted
data can be selected in
Performance Scorecard. To
make your selection, choose
“Adjusted” or “Unadjusted”
under Sample Type within the
Score Types section of
Preferences.
 The default is
adjusted (mean or
top box) score
© 2014 Press Ganey Associates, Inc.
18
Press Ganey Online Reporting
Flash Reports
 To select from the adjusted or unadjusted sample, just toggle the
radio button within the Sample Type heading to “Adjusted” or
“Total” depending on the data you want to review.
© 2014 Press Ganey Associates, Inc.
19
Press Ganey Online Reporting
InfoEDGE
 To only review your adjusted sample, check the box next to
“Included” within the Adjusted Sample Filter.
 To review your unadjusted sample, you do not need to select
anything here.
© 2014 Press Ganey Associates, Inc.
20
Don’t Forget About These Reports!
Unadjusted
 Monthly CAHPS
Summary Reports
– the top box score
is unadjusted, but
the rank is
adjusted.
Adjusted
Adjusted
 Press Ganey
Database Reports
– the mean score is
adjusted, and the
rank is too!
© 2014 Press Ganey Associates, Inc.
Adjusted
21
Which Do I Use?
 Use your unadjusted sample when you want to:
 Review all patient responses included regardless of mode
 Focus on improvement & action planning
 Use your adjusted sample when you want to:
 Continue trending that started when you only had paper survey
returns
 Compare your organization to other organizations
 Track performance against goals set when you only had paper
survey returns (scorecards, official reports to your board, etc.)
© 2014 Press Ganey Associates, Inc.
22
Don’t Forget to Use Your Quick Guide!
 Defines adjusted and
unadjusted.
 Provides a brief table
indicating where you can find
each data type.
 Includes screenshots
illustrating how to make
selections in Press Ganey’s
Online tools.
© 2014 Press Ganey Associates, Inc.
23
Thank You!
Please reach out to your Press
Ganey Account team if you have
any questions.