At St. Peter's Health, our vision is to serve every patient, every person, every time with exceptional hospitality, compassionate care and high-quality clinical outcomes. Surveying our patients helps us gauge how we are doing in this regard.
To help you make informed decisions about your care, we share the patient experience ratings and comments from these surveys on our website. All ratings are submitted by actual patients and collected through a standardized survey administered by NRC Health, an independent patient satisfaction company. This page explains how our patient experience surveys work and how star ratings are calculated.
Where do these ratings come from?
All star ratings and comments are submitted by actual patients who have received care from our physicians and clinicians. Surveys are administered and verified by NRC Health, which provides the technology used to display ratings and comments on our website.
Who receives a survey?
Surveys are sent to patients following an outpatient visit or a hospital stay. Patients are invited to share feedback about their experience, including how well physicians and clinicians communicated, listened, and explained care. Responses are used to recognize our teams and continuously improve the care we deliver.
How are star ratings calculated?
Star ratings reflect patient responses to a standardized survey question about their overall experience with a physician or clinician. Individual responses are averaged to create a single star rating.
Why don’t all physicians and clinicians have ratings?
To ensure ratings are meaningful and reliable, we require a minimum of 30 completed patient surveys before displaying a physician or clinician's star rating. Physicians and clinicians who have not yet met this threshold will not have a published rating. Additionally, some physicians and clinicians operate as part of a larger care team (hospitalists, emergency care, etc.) and surveys are conducted for the care team as opposed to the individual physician or clinician.
Do you post all comments?
We are committed to sharing relevant feedback, both positive and negative. Comments that are profane, libelous, risk patient privacy, or are not relevant to the actual care provided by the physician, clinician or St. Peter's Health staff are not published. Star ratings are displayed regardless of whether a comment is posted.
How is patient privacy protected?
Patient names are never displayed with ratings or comments. All personally identifiable information is removed prior to publication.
What other resources are available to help me choose a physician or clinician?
In addition to the star ratings provided on our website, we encourage you to visit the Centers for Medicare & Medicaid Services (CMS) Care Compare website. Patients and families can review publicly reported information about hospitals and healthcare providers, including patient experience measures based on surveys of Medicare patients. We encourage you to use this information, along with conversations with your healthcare team and other resources, to make informed decisions about your care.
If you have questions about the surveys we administer or any questions or concerns related to the quality of care you've received at St. Peter's Health, please contact our Quality Department.