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    Your Patient Experience

    We are a community of caring. Everything we say and do and how we say and do it is reflected in the differential patient experience you will encounter at Springfield Clinic. 

    Simply put, we care about our patients as people! 

    We all live together in the communities we serve.  We build our patient-provider relationships based on trust and communication.  We want everyone to receive the emotional and physical care they expect and deserve from your health care provider. 

    We care about your experience and rely on the voice of our patients to continually improve. Thank you for filling out surveys or our online form and giving us the opportunity to hear your feedback.

    1. Receive a text or email invite to the survey from our patient experience partner, Press Ganey.

    2. Enter your date of birth (so we know we're surveying the right person).

    3. Read the cover letter to see which visit this survey is for. (Your provider's name and visit date are both bolded.)

    Three phones showing process for logging onto surveys

    Our Surveys

    You respond. We listen. 

    Photo collage of Springfield Clinic employees

    These confidential survey invitations help us identify opportunities for ongoing improvement and allow us to recognize our team members and providers who are going above and beyond to deliver an outstanding patient experience.

    If you don't receive a survey invitation, we may not have an accurate email address or mobile phone number listed in our system, so please contact our Patient Advocate Center at 217.391.7086 to update your contact information. 

    For more information on patient surveys, access our FAQs below.

    The Power of Patient Feedback

    We listen to your input and adapt our services to meet your needs.

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    We average more than 110,000 patient experience surveys collected annually. Of the 250+ of our providers who rank in the Top 10%, more than half are recognized even further as serving in the Top 1% for patient experience nationwide. Learn more and check out the full list of Top 10% providers here.

    We know your feedback is valuable, so our Patient Experience team is dedicated to reading EVERY patient comment we receive, every single week!

    When you shout-out a Springfield Clinic team member for a remarkable experience in a survey, they even have a chance to be recognized for their hard work clinic-wide! See the most recent list of our SC Celebrates recipients.

    We've also used patient feedback to improve our registration process, create online scheduling and extend our Patient Advocate Center hours, to name a few.

    Quote that says “I had an amazing experience. The staff made sure I was comfortable and were checking on me every minute. It’s always a pleasure to come to Springfield Clinic. They make you feel like home.”

    Share Your Experience

    Have a great patient story or positive experience to share with the Experience Team?

    Please use the form below to share your experience or story with our team.

    We appreciate the opportunity to recognize our employees and providers, so if you remember the names of those you interacted with, please specify!

    Have an unresolved quality of care or safety concern to share with Quality Management? 

    Contact 217.528.7541 and ask for Extension 1 or fill out our online feedback form.

    One of our compassionate team members from our Quality Management department will listen to your concern right away. 

    Frequently Asked Questions About Patient Experience Surveys

    Patients of Springfield Clinic will receive invitations from our experience partners Press Ganey and/or Podium to provide feedback on their visit. 

    If you receive a Press Ganey invite, prior to entering the survey, you are required to input your date of birth to verify your identity.   

    Patients can also provide their feedback directly to Springfield Clinic via this online form. If you have an urgent need or question, please contact your provider’s office during clinic hours or TeleNurse after hours at 217.528.7541. 

    Yes, our Press Ganey surveys are confidential, and it’s a safe and comfortable place for our patients to let us know what we should keep doing and where our opportunities for improvement may be. We share positive comments with our care teams, providers and employees to recognize those delivering exemplary care and to celebrate what our patients love most about the Springfield Clinic Experience. We review comments that need attention so we can resolve issues and identify how to improve the experience in the future. 

    Yes. Springfield Clinic partners with Press Ganey on surveys for our Surgery Centers, Urgent Care, Urgent Care Plus and other primary and specialty care clinic visits. If we have an accurate mobile number listed for your patient account in our system, you will receive an invitation to complete a Press Ganey survey from the text number 91994.  

    If we don’t have a valid mobile phone number on file or you have not engaged with the text invite in two days, you will receive an email inviting you to either: 1) complete a Press Ganey survey; or, 2) leave a review on Google through Podium.

    In addition, if you do not respond to the initial email, a follow-up email is sent five days after the first email. We want to allow time for you to respond in the format that you prefer along the timeline that is best for you. We value all patient feedback, so please don’t hesitate to share your experience. 

    Our experience partner, Podium, invites patients to leave a verified review on Google. You will receive a text from a standard 11-digit phone number inviting you to provide a review of your Springfield Clinic visit online. If a mobile number is unavailable, you will receive an email address with a link to leave your Google review. 

    Reviews left on Google are visible to the public. Patients can opt-out of these review invites by texting back "STOP" or by clicking "unsubscribe" in the email invitation.

    We appreciate your feedback and are listening to it no matter how you choose to communicate! You can call 217.528.7541 and ask for Quality Management or Patient Experience. Or, you can fill out our online patient experience form. Finally, you can write a letter or card directly to our Patient Experience team at 1025 South 6th Street, Springfield, IL, 62794-9248.

    The subscription list invites for patient experience are distributed and managed by Press Ganey and Podium. They both offer ways to opt-out of texts or email invites for surveys or reviews. Reply “STOP” to text messages or emails, or unsubscribe from the emails using the link in the email.

    Opting out of survey/review invites will not remove you from receiving Springfield Clinic appointment reminders or registration and check-in forms via text or email.   

    Press Ganey sends texts between 12 p.m. - 8 p.m. EST. 

    Email notifications are sent out after text messages. There are no blackout times (times when emails are NOT sent) for sending the email invites, only text message invites. Therefore, you may receive email invites outside of 12 p.m. to 8 p.m. EST.

    Call the Patient Experience team at 217.528.7541 ext. 72221 or contact your doctor's office, and they will contact the Patient Experience team on your behalf. We will need your phone number and email in order to reinstate surveys. 

    Note that if you opt out of Press Ganey surveys for any organization, you are opting out of surveys for ALL organizations, as all Press Ganey surveys in this region come from the same phone number.

    No. Springfield Clinic uses the same vendor as the rest of our local health organizations to send surveys out. Because of this, if you reply "STOP" to survey links coming from the 91994 number, you are opting out of all patient experience surveys that come from that number, which may include surveys from Memorial Health, SIU Medicine, HSHS and OSF.

    Patient Resources

    Patient Experience Resources

    Patient resource guide cover

    Our patient resource guide was developed to help new patients navigate their care. In this virtual booklet you'll find a breakdown of the tools and services available to you as a patient of Springfield Clinic primary and specialty care.

    Click through the digital guide to explore and access phone numbers, links to our website and QR codes to scan on your mobile device. You can request a printed copy of this guide at your provider's office.  

    Text message on a smart phone for pre-registration

    Pre-Registration

    Pre-registration makes check-ins faster and easier. Before your next appointment, look for a text message from 217.960.9045 or an email invitation to verify your information ahead of time. This will allow for more privacy when you arrive and speed up your check-in.

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    Patient Portal

    The patient portal allows you to message your care team, refill prescriptions, view results and read visit notes, all without picking up the phone. Signing up is easy, and we have a dedicated Portal Support team available to help you access the portal as needed.

    Quotes that say “The patient portal really helps with having an avenue to connect without sitting on hold.” “I love having access to my medical information, test results & doctor’s notes.”

    Our team understands what a Community of Caring means. Check out the videos below to learn more about the Springfield Clinic experience.