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.

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?

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.

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.

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.

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.

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