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 now post our providers' own patient survey satisfaction ratings and comments on carle.org.
Who receives the survey?
Patients are invited to complete Consumer Assessment of Healthcare Providers and Systems Clinician & Group Survey (CG-CAHPS) surveys based upon their hospital stay or outpatient office visit with their provider. This helps ensure the responses are from patients who have actually been treated by the provider.
Approximately 25 surveys per provider, per month (300 a year) are mailed to randomly selected patients. Additionally, every patient with an active email listed in their MyCarle account receives an electronic survey after every visit.
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. For each provider, ratings from their patients are averaged together to form a single star rating.
Are all comments posted?
We do post both positive and negative comments from the surveys. However, we do not post comments that are considered libelous, profane, irrelevant or otherwise inappropriate, 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 surveys with ratings from the previous 12-month period.
Star ratings and patient comments apply to most Carle physicians, 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.