How our new star-rating system can help you make healthcare decisions
July 9, 2019 / in News & events / by UK HealthCare
Here at UK HealthCare, we are so grateful that you trust us with your care. That's why we're committed to providing information you need to make important decisions about your healthcare. To help you in your decision-making process, we publish star ratings and reviews for our providers who care for patients. When other patients share their healthcare experiences, it can be a valuable tool to help you feel more confident in choosing the right provider.
How we collect ratings & reviews
The star ratings and reviews seen on our provider profiles are gathered from patient surveys, which are conducted by an independent patient satisfaction organization called Press Ganey. This trusted vendor is used by hospitals and government agencies throughout the nation and ensures the information we provide is not biased.
How you can contribute to a provider’s star rating
Press Ganey distributes the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) surveys on behalf of UK HealthCare to patients who visit one of our providers in an outpatient clinic office.
Surveys are sent to patients soon after their visit; you may get one if you have not already filled one out in the last 90 days. If you would like to receive a survey, provide your email address to your provider. If you get a survey in the mail, please fill it out and return it.
Surveys are distributed two ways:
- By mail to a random sampling of patients.
- By email to every patient who provides an email address.
How star ratings are calculated
The star ratings are based on patient responses to the overall provider rating question from the patient survey. The question reads:
- Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider?
Responses are converted to a 5-point rating system and applied consistently to all providers.
Why some providers don’t have a star rating
Star ratings are only displayed for providers who have accumulated 10 or more survey responses during a 12-month rolling period. This ensures statistically valid data.
In addition, we do not include ratings on the UK HealthCare website for patients who:
- were discharged from the hospital.
- have undergone a procedure.
- received care at an urgent care clinic.
- were seen in the emergency department.
How reviews are posted
The reviews that appear on provider profiles are taken directly from the Press Ganey surveys. UK HealthCare displays reviews over a 12-month rolling period. If you submitted a rating recently, there may be a time lag before it appears. Also, for your comments to appear on a provider’s profile, be sure to complete the entire survey. We maintain a rigorous process to review and remove comments that are profane, libelous, unrelated to the provider or violate patient privacy. Published comments are not edited in any way.
How UK HealthCare protects patient information
All patient survey responses are stored on a password protected server. Patient names are not displayed and comments that contain personal, identifiable information are not published.
Please share your feedback
If you have received treatment at UK HealthCare, we encourage you to share your feedback when you receive your survey.
If you are happy with the care provided, please rate our performance and leave a comment online. Visit our review page for information and quick links.
If you have any questions or concerns, we urge patients and families to speak up.
Need care? Find a UK HealthCare doctor or provider who can meet your unique needs.
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