Patient Satisfaction

Patients are asked if their experience was Excellent; Very Good; Good; Fair; or Poor.

A high score is good. Check/uncheck the legend icons to view/hide data.

A high score is good. Check/uncheck the legend icons to view/hide data.

This graph illustrates the percentage of patients who would likely recommend, or not recommend, Mayo Clinic to a family member or friend.

Check/uncheck the legend icons to view/hide data.

How We Measure Patient Satisfaction

Mayo Clinic randomly surveys patients every week to understand our patients' experiences, and to learn about opportunities to improve our care. Patients are contacted by telephone shortly after a visit and are asked to rate their experience and provide suggestions on how to improve. A variety of questions are asked, including questions about the overall quality of care and their likelihood to recommend Mayo Clinic to a family member or friend. On average, the survey takes less than ten minutes to complete.

The surveys are conducted by telephone by Professional Research Consultants (PRC), nearly every day of the year. Results are immediately available to staff in our online system once completed. Standard reports are available to staff on a quarterly basis.

Efforts to Improve Satisfaction

Mayo Clinic takes patient satisfaction very seriously and has ongoing efforts to ensure that. All Mayo Clinic sites have a Communication in Healthcare program to improve physician communication with patients. There also is a Mayo Service Excellence Committee that meets every two weeks to coordinate system wide service initiatives.

Arizona has a Service To Achieve Results (STAR) team dedicated to service improvement

In Rochester, P.L.E.A.S.E. C.A.R.E. is an acronym describing how each person at Mayo Clinic can help patients experience the "ideal patient visit."

Mayo Clinic in Jacksonville has implemented a comprehensive "Communications in Health Care" program aimed at providing relationship-centered care. All physicians, physicians in training, and allied health personnel participate in communications courses designed to enhance individual communication skills. One of the fundamental skills taught is relationship building through the use of a concept called PEARLS or Partnership, Empathy, Apology, Respect, Legitimization and Support. This learning improves the service provided to our patients, their families and our own colleagues.

Individual departments and divisions explore and implement opportunities to improve their patient's service experience by focusing on factors identified as most important by patients who are surveyed (Key Drivers).