Guide to Provider Information

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, text and interactive voice response (IVR) giving patients an opportunity to provide feedback about their experience with their physician. Each year, over 1 million Mercy Clinic patients respond. Results are shared with care sites and individual physicians to recognize excellent care and to identify opportunities to improve.

Ratings only appear for providers who are part of Mercy Clinic. The ratings are populated by survey data completed by Mercy Clinic patients. Some Mercy Clinic providers may not be showing ratings and comments because they are relatively new to Mercy. More ratings increase the accuracy and reliability of the results, so ratings are only posted after a Mercy Clinic provider has a minimum of 30 completed surveys.

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.

Responses from two survey questions are included:
 

How likely would you be to recommend this facility to your family and friends? (0-10 scale)
 

What else would you like to say about your experience? (open ended question)
 

The Likelihood to recommend score is then used to calculate the stars as follows.
 

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.