At Mercy, listening to those we serve is one of our core values. To ensure patients are able to provide comments confidentially, we partner with an independent organization, Professional Research Consultants (PRC), to survey patients after they receive care. We then use the feedback to improve clinical and business outcomes.
We invite patients treated by Mercy Clinic physicians and advanced care providers to complete surveys. Surveys used for the provider “star ratings” website are sent by email, giving patients an opportunity to provide feedback about their experience with their physician. Each year, nearly 200,000 Mercy Clinic patients respond. Results are shared with care sites and individual physicians to recognize excellent care and to identify opportunities to improve.
More ratings increase the accuracy and reliability of the results. A physician’s rating will only be posted on the site once he/she has a minimum of 30 completed surveys.
For example, a new doctor or one who primarily treats hospitalized patients may not have enough surveys to have a corresponding star rating displayed.
No. Only patients who are seen by a Mercy Clinic provider receive a survey. This way we can confirm that the ratings are based entirely on reviews from patients who actually have been treated by the care provider.
The questions summarized on this site ask patients or parents/guardians to evaluate how well their care provider communicated, listened to and cared for the patient, as well as whether they would recommend that care provider to others.
Results are used to evaluate patients’ overall perception of care and to identify areas for improvement. Care providers receive survey feedback from their patients regularly, and are asked to continually monitor both the ratings and suggestions for improvement. We also share survey ratings and patient comments on this website to help consumers select new care providers.
Star ratings are based on patient responses to six questions about care from their physician:
For each care provider, ratings from their patients are averaged together to form a single overall star rating as well as ratings based on responses to individual questions.
We post both positive and negative comments from the surveys. We do not post comments that are libelous, defamatory, profane, are not about the care provider or that would risk the privacy of our patients or staff members.
While the comments are posted in a way to protect the patient’s anonymity, we understand some patients may recognize their comment and want it removed from the website. To ask that your comment be removed from your doctor’s profile, please copy the comment and send it, along with your name and your provider’s name, to MercyPhysicianOnlineRatings@Mercy.Net.
Patient names and any personally identifiable information such as telephone numbers are not displayed. In addition, all patient survey responses are stored securely with access limited to select Mercy personnel.