About Our Survey

Patient Guide to Patient Satisfaction Surveys and Ratings

Aspirus values the partnerships we have with our patients and their loved ones. We are committed to providing you the information you need at your fingertips to make informed decisions about your health care, and about the physicians and Advanced Practice Clinicians (APCs) who walk the care journey with you. As part of that commitment, we now post our physicians’ patient satisfaction ratings online.

To assist you, we’ve developed this guide to help patients, family members and those considering appointments with Aspirus physicians and APCs understand how we capture and report our patient experience ratings.

About Our Survey

Aspirus is focused on providing an exceptional experience in every care interaction. All ratings are submitted by actual patients and verified by a leading company in the patient satisfaction industry. We measure all aspects of patient satisfaction. To ensure that we are holding ourselves to the highest standards, we partner with an independent patient satisfaction company.

Who Receives the Survey?

The survey is conducted over the phone with randomly-selected Aspirus patients within a few days following their appointments. Patients are asked to complete the survey and provide comments regarding specific aspects of care. We use this feedback to improve and enhance the care we offer. 

Do You Post All Comments?

Aspirus is committed to transparency. That means posting all relevant feedback – whether it’s positive or negative. However, we do not post comments that are libelous, profane, or those that risk the privacy of our patients. Every provider rating is published regardless of comment status.

What Questions Do We Ask?

Aspirus utilizes the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Clinician and Group Practice survey, which was developed for Healthcare Research and Quality for use in hospitals and medical practices across the country. The surveys ask patients to evaluate how well their physician communicated, listened, and showed courtesy and respect toward them. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement.

We calculate our star ratings based on responses to the below questions from the CG-CAHPS survey: 

  • How would you rate this provider on involving you in decisions about your care?
  • How would you rate this provider on explaining your medical condition and treatment?
  • How would you rate this provider on his/her courtesy and friendliness?
  • Did this provider spend enough time with you?
  • Did this provider seem to know the important information about your medical history?
  • Did this provider explain things in a way that was easy to understand?

Why Don't We See Patient Ratings and Comments for Every Doctor?

Industry best practice is clear that more data provides a more accurate picture. That’s why we require a minimum of 30 completed patient surveys per doctor before we post a physician’s rating. Over time, with more surveys received on an ongoing basis, the number of rated physicians will increase.

A physician’s rating will only be posted on the site when he/she has a minimum of 30 completed surveys.

Also, only physicians and APCs who see patients in a setting where patients can actively make appointments will have ratings associated with their profiles.

Can anyone complete a survey or post a comment about a physician?

No. Only patients having an outpatient visit by an Aspirus Network physician may be selected to receive a survey. The results are based entirely from patients who have actually been treated by the physician.

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.

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