Guide to Patient Satisfaction Ratings

We believe that providing information about our providers leads to engaging our patients in their own care and results in the best clinical outcomes and patient satisfaction. Being able to read reliable reviews and comments of our providers will help you choose the caregiver that is right for you, and help you feel confident in the care you will receive.


We use patient experience and satisfaction surveys to gather the reviews and ratings you will find on our websites. We rely on questions from the U.S. Agency for Healthcare Research and Quality Survey CAHPS Clinician & Group Survey (CG-CAHPS), which is designed to attribute actual patient experiences to an individual provider. Survey responses are then converted to star ratings to make them visual and easy to understand. These ratings are published for a provider once he or she has a minimum of 30 completed surveys.


Below are some of the questions we receive about our survey and process. If you have additional questions, please contact the the Center Administrator.


Who receives the survey?

Patients who are treated by our providers are randomly invited to complete surveys. Surveys are offered by mail and give patients an opportunity to provide feedback about their experience with their provider on specific aspects of care. Each year, over 45,000 outpatient surveys are returned. The results of the surveys are shared with clinical departments and individual providers to identify opportunities to improve and enhance the care we offer.


What questions do we ask?

On behalf of Conviva Care Centers, National Research Corporation administers a patient experience and net promoter score survey, with many questions 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 specific aspects of their experience and care. Results are used to evaluate our patient’s overall perception of care and to identify areas for improvement. Our survey is comprised of five quantitative questions, with the final question used to generate provider star rating: 


  1. Did the care team listen carefully to you?
  2. Did you trust this provider with your care?
  3. Did the care providers give you enough information about your health and treatment?
  4. Did this provider and members of the care team answer all your questions?
  5. How likely would you be to recommend this practice to family and friends?

Are all comments posted?

We post both positive and negative comments which are gathered from our surveys with the following exceptions:


  1. Comments which are not specific to the individual provider or department.
  2. Comments which risk the privacy and confidentiality of the patient.
  3. Comments that include profanity or offensive language.
  4. Comments that include potential libelous or defamatory content or personal attacks.

While comments are posted in an anonymous manner, we understand some patients may recognize their comment and wish for it to be removed from our website. Patients may request to remove a comment from their doctor's profile by contacting the Center Administrator.


Why aren’t patient ratings and comments available for every provider?

You can expect the highest level of care and service from our providers, but not all may have star ratings and reviews online. A provider's rating will only be posted on the site after he or she has received a minimum of 30 completed surveys. This minimum increases the accuracy and reliability of the ratings you will see.


Can anyone complete a survey or post a comment about a provider?

No. While we send surveys by random selectionto patients, the star ratings posted on our website reflect comments submitted by those who have outpatient visits. This allows us to confirm that results are based entirely from patients who have been treated by the provider.



Why would you post comments about providers?

We understand that patients want to be involved in their care. We also know that the provider-patient relationship is critical in achieving the best possible care and engaging patients in their care plan. To meet that need, we provide information that allows patients to select the best provider to meet their needs and build a level of trust and satisfaction. For these reasons, we offer meaningful and reliable feedback from prior patients.




How many patients respond to these surveys?

Each year, over 45,000 patient surveys are returned.