About Provider Ratings
Saint Alphonsus is committed to providing you with helpful information so you can make important decisions about your healthcare. One way we do this is by publishing ratings and reviews for Saint Alphonsus providers, because reading and understanding other patients' experiences may help you feel more confident in choosing a provider that's right for you. Please note, we recognize patients may confuse Advanced Practice Providers (Physician Assistants and Nurse Practitioners) with Physicians. Due to the high volume of comments received, we are not able to correct each of these references.
How are ratings and comments obtained?
After each patient visit, a record of the encounter is created. Every day, a list of those patient encounters is sent to Qualtrics. Qualtrics serves as Trinity’s Patient Experience vendor by sending surveys to our patients on our behalf. Survey links are sent via email or text with English & Spanish language options. Once the patient completes the survey, the results are aggregated at Qualtrics and shared with RatingsMD, a web publishing solution partner of Qualtrics that is also contracted with Trinity. RatingsMD then publishes our patients’ comments and ratings on saintalphonsus.org after providers have a chance to review and appeal comments.
Where and when will patient comments and ratings be published?
Survey results will be published within each respective provider bio page on the Saint Alphonsus website every first of the month. Star ratings will be updated as survey responses are received and patient comments will be updated monthly.
How are the ratings calculated?
The star rating score is an average of responses related to the provider's care on the Qualtrics patient satisfaction survey. These scores are then translated to a 5-point scale in order to display results in a 5-star rating, with 5 stars being the highest rating. These questions include:
- How would you rate this provider?
- Did this provider treat you with courtesy and respect?
- Did this provider listen carefully to you?
- Did this provider explain things in a way you understood?
- How would you rate the amount of time this provider spent with you?
Why aren't there patient ratings and comments for every provider?
In order to provide you the most accurate and useful information about our providers, we only post ratings and comments when a provider has received a minimum of 30 survey responses. Additionally, providers who are not employed by Saint Alphonsus do not receive specific provider ratings.
What information will be published?
5‐star average rating of all five questions (see below) related to providers will be published for providers who have a minimum of 30 survey responses & a minimum of 5 patient comments during a rolling 12 months period.
Comments that are positive, negative, and neutral will be published unless otherwise rejected or edited due to:
- PHI – name, date of birth, phone number, email address, SSN or other identifying numbers, or potentially identifying information such as a service animal name or specific diagnosis or condition.
- Profanity, sexual, criminal, discriminatory comments
- Libel – belief of harm or malpractice, claim of medical error or misdiagnosis, mention of abuse, harm, or neglect, claim of sexual or racial misconduct, harassment, or discrimination, threat of a lawsuit, mention of formal grievance, claim of HIPAA violation or non‐compliant practice.
- Unrelated provider or medical facility – comments solely addressing a provider or medical facility that is not related to the listed provider's practice.
- Offensive – addressing provider or staff appearance, clothing, hygiene, accent, ethnicity, etc.
- Complaint about the survey, survey platform, survey modalities.
- Critical of medical decision including COVID and/or COVID related decisions.