About Patient Satisfaction Surveys and Ratings
At Carle, our mission is to serve people through high quality care, medical research and education. We're working every day to be the healthcare provider of choice in east central Illinois. Because we believe that transparency is crucial to effectively inform a patient's choice, we share our providers' own patient survey satisfaction ratings and comments on carle.org. Providing this transparency at your fingertips is important to ensure all community members can make informed decisions about their healthcare.
Who receives the survey?
Patients may complete patient experience surveys based upon their hospital stay or outpatient office visit with their provider. Surveys will be sent via mail or phone calls may be made from our vendor. Some patients may also receive a paper survey through the email. Those only occur for some patients/families who have had a recent hospital stay or receive services through Home Care or Hospice. These surveys are required by the Center for Medicare and Medicaid.
How is the provider’s patient satisfaction star rating created?
While Carle measures many aspects of our patients’ experience, only the survey questions specific to each provider are used to calculate their star rating. The surveys asks patients to evaluate their physicians in areas like communication, listening skills and respect. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement. For each provider, ratings from their patients are averaged together to form a single star rating.
Are all comments posted?
Carle is committed to offering all relevant feedback about providers – both positive and negative. We do not post comments that are considered libelous, profane, or may risk the privacy of our patients.
Why don’t we see patient ratings and comments for every provider?
This can be for several reasons. The more ratings a provider receives increases the accuracy and reliability of the results. A provider’s rating will only be posted on the site providing he/she has a minimum of 30 completed patient surveys.
Star ratings and patient comments apply to most Carle providers, but some providers practice in a specialty or office without direct patient interaction or one that does not use the specified surveys used for these ratings.
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. In addition, access to patient survey responses is secured and limited to select personnel.
Who can I contact with questions?
All patients and community members with questions about patient satisfaction surveys and provider star ratings can contact Carle.Experience@carle.com.