ComplaintsforPress Ganey Associates

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am a veteran patient at the ************************************************************************* in *********, **. I have informed both the VA and Press Ganey that I am an identity theft victim and requested Press Ganey stop sending me surveys. In May 2024, I called and followed up with a letter with return/receipt certification to Press **************************** VA ******** to stop sending surveys. The VA e-mailed me and confirmed they will have Press Ganey stop, but the surveys continue. I have requested to meet with both the VA & a rep from Press Ganey and have not heard back.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Receiving multiple calls from this agency... have already asked to be remove from calling list do to being uninterested. Calls still persist.

  Business response

  05/09/2024

  We apologize. We did not find a previous request; however, we have placed you on our DNC list. We recommend that you reach out to your plan and/or provider to make a request as well. The purpose of the calls/communications is to administer a survey on behalf of healthcare providers or health plans as a tool for quality initiatives. We are a certified vendor for the administration of the Consumer Assessment of Healthcare Providers & Systems (*****) surveys, a program developed and implemented by the Center for ******** and ******** Services (CMS). The survey is a tool for collecting standardized information on enrollees' and patients' experiences with private, state, and federal health plans and healthcare services. Survey results can be used to support consumers in assessing the performance of healthcare providers and health plans, choosing the providers/plans that best meet their needs, and to identify the strengths and weaknesses of providers and health plans, targeting areas for improvement and the development of quality initiatives. The survey includes various touchpoints such as customer service, patient satisfaction, claims, online tools, Explanation of Benefits, health coaching, care, etc. The ***** surveys are also a regulatory requirement for healthcare providers and health plans.
  
  Since the survey is the national standard for measuring and reporting on the experiences of consumers with their providers and health plans, we also administer surveys on behalf of, and at the direction of, providers and health plans for quality related initiatives outside of the ***** program. 

  Thank you. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They send me endless letters in the mail, call me everyday even late in the evenings.They say its an optional survey but never ask you if you want to take it they just start asking questions.I thought never responding to the letters would be a hint but no, the endless calls so i answered and he goes right into questions. Then tells me when i question it that its optional, i told him thats not what it seems with the endless calls and letters. He argued with me and was very rude. Nonetheless this is harassment and not honest and forthcoming, and seems to be no option to not receive endless letter and calls

  Business response

  12/12/2023

  We apologize for the inconvenience. We have added you to our do not contact list. Please note that we are not telemarketers. 

  The purpose of the calls/communications is to administer a survey on behalf of healthcare providers or health plans as a tool for quality initiatives. We are a certified vendor for the administration of the Consumer Assessment of Healthcare Providers &Systems (*****) surveys, a program developed and implemented by the Center for ******** and ******** Services (CMS). The survey is a tool for collecting standardized information on enrollees' and patients' experiences with private, state, and federal health plans and healthcare services.Survey results can be used to support consumers in assessing the performance of healthcare providers and health plans, choosing the providers/plans that best meet their needs, and to identify the strengths and weaknesses of providers and health plans, targeting areas for improvement and the development of quality initiatives. The survey includes various touchpoints such as customer service, patient satisfaction, claims, online tools, Explanation of Benefits, health coaching, care, etc. The ***** surveys are also a regulatory requirement for healthcare providers and health plans.
  
  Since the survey is the national standard for measuring and reporting on the experiences of consumers with their providers and health plans, we also administer surveys on behalf of, and at the direction of, providers and health plans for quality related initiatives outside of the ***** program. 

  Again, we apologize for the inconvenience and your experience with our agent. 

  Customer response

  12/12/2023

   I am rejecting this response because:
  
  Their response reads like a pre-written response that they have prepared to send all people being harassed.

  It's definitely not genuine and any response that is pre planned and not genuine means this type of behavior is mostlikly going to continue and have other victims. 

  The many letters sent to my house that were shredded with no response to any business should be enough response that we are not interested and opt out of the survey. 

  But along comes phone calls somethings multiple a day.  

  finally i answer and it goes straight into questions never telling me it is Voluntary.

  When i asked the person on the phone because hostile and even more hostile when i asked the name of the business and location of the business.

  Which he would not tell me until i asked 4 or 5 times in a row and told him i was going to contact my attorney general.

  So no i do not except this tragically poor response 

  Business response

  12/19/2023

  The response is not automated. I review all complaints and personally respond. All I can do is offer what our role is on behalf of providers and health plans. 

  Customer response

  12/19/2023

   I am rejecting this response because:
  
  I really don't care what they say, it sounds like an automated, automatic, quick reply.

  I can only imagine the thousands or more people who have received 20 letters in the mail and "volitaired" to not respond, and then received the Daily phone calls to only pick up and never be told you have an option to decline and the person goes straight into questioning. 

  Thennn. When asked what the name of the business is and where its based out of, i had to ask ************** and the question was ignored. This would make Anyone nervous especially this day and age.

  Finally with an attitude the person came forward with the name of the company and where they were  from, still rudely.

  I can only imagine the amount of people just this one person harassed or the amount of elderly people who may have not wanted to answer questions but were dooped into it and never given the notion tha this was an "optional" survey. 

  Nothing seemed optional about it, if anything the letters and especially the person on the phone seemed quite aggressive.

  I do not have time to keep saying this, i Do Not Except their excuses or believe them and i wont tomorrow, next week or next year!

  This type of "optional" overwhelming harassment needs to stop.

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