About Our Survey
At Providence Health & Services, we’re dedicated to providing quality, personalized health care to our patients. We are constantly striving to make your experience with us the best it can be.
As part of ensuring you have a great experience with us, our online provider directory now includes star ratings and patient comments for select providers. If you’ve searched for a provider in our provider directory or through a web search, you may have noticed them. Maybe you’ve wondered how the ratings are calculated and how the comments are collected.
How are star ratings calculated?
At the end of an office visit, we ask patients to complete a short survey. The survey consists of a handful of standardized questions about their experience with our providers and staff. We ask them to rate things like overall experience, wait time and a provider’s communication style. These ratings are assigned a point value and then aggregated to establish the 0-5 star rating.
Patients also have the opportunity to provide custom comments and feedback. To protect patient privacy, Providence strips all identifying information from comments before posting them to the provider’s profile. If you have any questions about the comments posted, please contact us.
Why don’t all providers have a star rating?
If you see a provider without a star rating, that’s because we haven’t collected enough survey results yet. We wait until a provider has received 30 sets of survey results before we calculate a star rating. Why? We want to make sure the sample size is large enough to give an accurate representation of results.
Is the information credible?
In a word: yes. Providence worked with two prestigious organizations – the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) and the US Agency for Healthcare Research and Quality (AHRQ) – to develop our survey and rating system. We followed strict scientific principles in design and development. The survey’s design allows us to assess data from large samples of patient experiences across a variety of health care settings – all in an effort to improve your health care experience.
Why is this important?
It’s all about you. As your partner in your health, we believe this added provider information will help you to make informed decisions about your care. And, we plan to use your feedback and comments to continually improve and provide the highest quality of care possible.