Guide to Patient Experience Surveys and Ratings

The Saint Alphonsus Health System values the partnerships we have with our patients and their loved ones. We are committed to providing you the information you need at your fingertips to make informed decisions about your health care. As part of that commitment, we now post our physicians’ patient experience ratings online.

More information is provided below so the Saint Alphonsus Health System patients and family members understand how we capture and report our patient experience ratings.

About Our Survey

The Saint Alphonsus Health System is focused on providing an exceptional experience in every care interaction. All ratings are submitted by actual patients and verified by a leading patient experience survey vendor. We measure all aspects of the patient experience. To ensure that we are holding ourselves to the highest standards, we partner with an independent patient experience measurement company named Qualtrics and Ratings MD.

Who Receives the Survey?

The survey is sent to our patients either by text message, email, or a phone call to Saint Alphonsus Health System patients following their appointment. Patients are asked to complete the survey and provide comments regarding specific aspects of care. We use this feedback to improve and enhance the care we offer.

Do You Post All Comments?

The Saint Alphonsus Health System is committed to transparency. That means posting all relevant feedback – whether it’s positive or negative. However, we do not post comments that are libelous, profane, or those that risk the privacy of our patients. Every patient rating is published regardless of comment status.

What Questions Do We Ask?

Saint Alphonsus Health System includes questions from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey, which was developed by the Agency for Healthcare Research and Quality for use in hospitals and medical practices across the country. The surveys ask patients to evaluate how well their physician communicated, listened, and showed courtesy and respect toward them. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement.

The star ratings are calculated by averaging the numerical responses to the following questions:

• Did this provider know your medical history?
• Did this provider listen carefully to you?
• During your most recent visit, did the care providers explain things in a way that was easy to understand?
• Did this provider give you enough information about your health and treatment?
• Did you trust this provider with your care?
• How likely would you be to recommend this provider to your family and friends?

Can Anyone Complete a Survey or Post a Comment?

No. Only patients that have an experience provided by a Saint Alphonsus Health System service may be selected to receive a survey. The results are based entirely from patients who have actually received care from the Saint Alphonsus Health System.

How is Patient Information Protected?

Patient names are not displayed through the online ratings and commentary reviews. All personally identifiable information is removed prior to display.