About reviews

Learn how our patient experience ratings and reviews are collected, measured and reported.

Patient experience surveys and ratings

The people of ProHealth Care value the relationships they have with our patients and their families. We are committed to providing the information you need to make informed decisions about your health, and about the physicians and other providers who are part of your care team. As part of that commitment, we share our providers’ patient experience ratings and comments online.

Below is information on the process we use to measure and report our patient experience ratings.

About our survey
ProHealth Care is focused on making every patient interaction a positive experience. All ratings are submitted by actual patients. We track a number of aspects of the patient experience. To ensure that we hold ourselves to the highest standards, we partner with an independent company to collect the data. A second organization provides the technology required to display ratings and comments on our provider profile pages.

Who receives the survey?
The survey is sent to ProHealth patients within a few days of their appointments. Patients are asked to complete the survey and provide comments regarding specific aspects of their care. We use this feedback to improve the care we offer. 

Do you post all comments?
ProHealth 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.

What questions do we ask?
ProHealth uses the Consumer Assessment of Healthcare Providers and Systems Clinician and Group Practice (CGCAHPS) survey, which was developed by the Agency for Healthcare Research and Quality. The survey is used by physician offices across the country. The survey asks patients to evaluate how well their provider 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 following CGCAHPS survey questions: 

  • Did this provider explain things in a way that was easy to understand?
  • Did this provider listen carefully to you?
  • Did this provider give you easy to understand instructions about taking care of these health problems or concerns?
  • Did this provider seem to know the important information about your medical history?
  • Did this provider show respect for what you had to say?
  • Did this provider spend enough time with you?
  • Would you recommend this provider’s office to your family and friends?

Why aren't there patient ratings and comments for every provider?
We require a minimum of 30 completed patient surveys per provider before we post a physician's rating. Each month, we update the star rating and add new comments to reflect the most recent responses. When a provider has reached a minimum of 30 completed surveys, the star ratings and comments will appear on the profile.

At this time, only survey results for ProHealth Medical Group providers are published.

Can anyone complete a survey or post a comment about provider?
No. Only patients of ProHealth Medical Group providers are selected to receive a survey. The results we share come from actual patients who have been treated by the provider.

How is patient information protected?
All personally identifiable information is removed from comments before they are posted to a provider’s profile.

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