About Our Survey
Patient Guide to Patient Satisfaction Surveys and Ratings
El Centro Regional Medical Center 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 other providers 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 El Centro Regional Medical
Center physicians understand how we capture and report our patient experience ratings.
About Our Survey
El Centro Regional Medical Center 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. National Research Corporation
provides the technology to display ratings and comments on our physician
profile pages.
Who Receives the Survey?
The survey is mailed to randomly selected El Centro Regional Medical Center
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?
El Centro Regional Medical Center 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?
El Centro Regional Medical Center utilizes the Consumer Assessment of Healthcare
Providers and Systems (CAHPS) Clinician and Group Practice survey, which
was developed by the Agency 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.
Physician Communication 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?
Overall Rating Question
- 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?
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.
Can anyone complete a survey or post a comment about a physician?
No. Only patients having an outpatient visit by a El Centro Regional Medical
Center 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.