Our team is dedicated to turning patient feedback into meaningful action. We manage patient experience surveys in partnership with our vendor, Press Ganey to gather insights that reflect the voices of those we serve. These stories and data points help us identify what is working well and where we can improve. From enhancing communication to reducing wait times, we use this information to drive changes that create a better experience for every patient, every time.

This work supports UConn Health’s mission, vision, and values by promoting excellence, teamwork, and innovation in every patient experience.

Patient Experience Surveys

Patients are surveyed, either by mail or email, by Press Ganey. UConn Health surveys patients based on their recent care experience. This can be from a recent hospital stay, an emergency department visit, a medical office visit, or a recent procedure.

Here is the complete list of the surveys we offer:

• Inpatient – Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey
• Inpatient Psychiatry – Psychiatric Inpatient Experience (PIX) Survey
• Emergency Department – ED Targeted Survey
• Medical Practice – Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG CAHPS) Survey
• Outpatient Ambulatory Surgery – Outpatient Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) Survey
• Outpatient Services – Outpatient Targeted Survey
• Outpatient Oncology and Infusion Services – Oncology and Infusion Targeted Survey

Each survey is tailored to the care setting to capture relevant patient feedback. The survey results evaluate patients' overall perception of care experience and help identify areas for patient experience improvement.

PGFusion

PGFusion is Press Ganey’s self-service reporting platform, providing department-level access to dashboards for tracking, trending, and identifying team performance and progress. To access PGFusion login using Press Ganey’s Login.

Access to this platform is typically granted to leadership roles. For PGFusion access, training, or general questions related to PGFusion dashboard interpretation, contact the Office of Patient Experience at opx@uchc.edu.

Already have PGFusion access? Looking for a refresher? Select the applicable course map for your role below to access user-level training created by Press Ganey. Each link covers a different topic, so you may choose a topic that is specific to your need. Or, if you’d like a full refresher, you can go through all the links for a comprehensive overview of PGFusion.

Follow these instructions to access the hyperlinks on the course maps:

• Log into PGFusion
• Select PGConnect in the hamburger icon in the top left corner
• Click on the course maps document to be redirected to course

Course Maps

• PGO Course Map - Data Analyst
• PGO Course Map - Director
• PGO Course Map - Nurse Manager or Other Manager
• PGO Course Map - Physician Provider

To request access to PGFusion, please reach out to opx@uchc.edu.

Solution Starters

Solution Starters provides strategic and tactical ideas to consider when starting an improvement project. The Starter is organized by the standard survey sections and questions. The shift from “what to do” to “how to do it.” These resources enrich the understanding of survey results with Press Ganey best practices and recommendations.

Press Ganey research scientists developed question definitions using published research, comment analysis, patient focus groups, and expert feedback from their Client Advisory Council. The suggestions are based on literature reviews of the industry’s best practices, top-performer experience, and practical fieldwork.

If you need a Solution Starter for your area or guidance on which measures to prioritize for improvement, please email us at opx@uchc.edu.

Looking for improvement ideas beyond the Solution Starters? Explore PG Connect to see how other organizations are driving change—or feel free to send us an email for support.

PGConnect

PG Connect is a dedicated online space for Press Ganey clients to meaningfully contribute, share knowledge, and create connections to reduce patient suffering and supports the delivery of safe, high quality, patient-centered care.

It features:

• Discussions: A place for members to collaborate and engage with each other and Press Ganey.
• A Library: Access to Press Ganey resources (recorded webinars, slide decks, documents, videos, images, etc.).
• Event Management: A space to register for learning events and to view our learning event calendar.
• Blogs: Press Ganey thought leaders will deliver industry-leading insights via blogs, offering interactive opportunities to connect with clients about blog content.
• Networking: PGConnect members connect with each other by role, geographic location, etc.

To access PGConnect, login using Press Ganey’s Login.

To request access or assistance with PGConnect, please reach out to opx@uchc.edu.

Press Ganey Survey Deletion/Alteration Policy

Press Ganey has a commitment to representing “the voice of the patient.” According to the Survey Deletion/Alteration Policy, each respondent who fills out a survey has a right to be heard; that is, to be represented in the client’s data.

Press Ganey does recognize that in rare cases keeping a survey may make the overall data less accurate. They have developed a set of objective criteria that allow us to recommend that particular surveys be removed from our data. The criteria set a “high bar”—the evidence required is based on information communicated directly by the survey respondent.

This criteria is in place so that every client can play by the same rules and that subjective judgment does not enter into these important decisions.

Requesting Survey Deletion or Alteration

Please email opx@uchc.edu  for any survey deletion or alteration requests. Be sure to include the following information:

• Type of modification requested (select one):

• Survey Barcode (typically found in the comments report)
• Copy of the comment in question
• Supporting rationale for the request

Providing as much detail as possible will help us review and process your request efficiently.

Please note: The Office of Patient Experience will submit your request to Press Ganey, who holds the final decision-making authority in this process.

Adding Clinics and Providers for Surveying

To make sure we are accurately surveying our patients, the Office of Patient Experience needs to be informed of any changes within your department. This includes:

• A location opening, closing, or moving
• A provider starting or leaving (for Medical Practice clinics only)

These changes are submitted to Press Ganey and help ensure that patients receive the appropriate survey and that the data is routed to the correct areas.

Please send any updates to opx@uchc.edu so we can make the necessary adjustments.

Star Ratings & Reviews

Star Ratings and Reviews featured on our consumer website are managed by the Health Marketing team. Patient responses to Press Ganey surveys are submitted to NRC, a vendor that converts the feedback into a 1-to-5 star rating—1 being the lowest and 5 the highest.

Comments submitted as part of this process reflect each patient’s personal views. Every comment is reviewed using a defined set of criteria to determine whether it is appropriate for public posting.

Published comments are carefully screened to remove unpublishable content, including protected health information (PHI), profanity or offensive language, potentially defamatory remarks, personal attacks, and service alerts.

If you believe a comment should not be or if you have questions about your StarCard or Ratings and Reviews, please email ratingsandreviews@uchc.edu.

To learn more, visit Ratings & Reviews or contact Health Marketing at ratingsandreviews@uchc.edu.

Public Reporting of Patient Experience Measures

The Centers for Medicare & Medicaid Services (CMS) collaborates with hospitals nationwide to publicly report hospital quality performance on Care Compare at Medicare.gov. Currently, patient experience measures from HCAHPS and OAS CAHPS are reported. Beginning in 2026, PIX Survey measures will also be included.