Measure Description
This measure represents the percent of patients served within the 13 primary care clinics within the San Francisco Health Network (SFHN) who rate their provider as a 9 or 10.
After each visit, patients complete a survey where they are asked, “Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider?”
Patient rating of a provider is influenced by a number of factors, including the amount of time providers spend with patients, continuity of care with provider and/or care team, and ease of appointment making.
Why this Measure is Important
Facilities that offer positive patient experiences and successful patient-provider relationships increase their chances of achieving a loyal and satisfied customer base.
The interactive chart below presents the percent of patients served at an SFHN primary care clinic who rate their provider with a 9 or 10.
The chart’s legend is below:
- Y-axis: Percent of patients within the SFHN who rate their provider with a 9 or 10
- X-axis: Calendar year
Primary Care Patient Satisfaction in the SFHN
How Performance is Measured
The number displayed on the scorecard page represents a fiscal year average of the values in the chart above.
DPH is piloting a program to determine if providing patients with the survey by email and text message immediately after an appointment and departure from the clinic will increase response rates. The pilot program is an attempt to understand how to best capture the experiences of patients without a stable address or who prefer non-paper surveys.
Data Notes and Sources
Patient satisfaction data is gathered through a survey known as the “Clinician and Group—Consumer Assessment of Healthcare Providers and Systems,” or CG-CAHPS. The survey is mailed to patients on a rolling basis. Each practice can expect to have at least 300 completed surveys by year’s end, and is able to review at least 30 surveys per quarter. Each data point represents a 3-month rolling average.
Data lag time: One month
Visit DataSF to access the scorecard data.
Additional Information
- Learn more about SFHN Primary Care Clinics
- Learn more about Consumer Assessment of Healthcare Providers and Systems
City Performance Scorecards
This page is part of the City Performance Scorecards.
Return to the Public Health Scorecard.
Return to the City Performance Scorecards Home Page.