Guide to Care Provider Surveys and Ratings

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. 

Who receives the survey?

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.

Why don’t I see ratings and comments about every provider?

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.

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

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.

What questions does Mercy ask?

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.

What do we do with survey responses?

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.

How is the physician’s online star rating created?

Star ratings are based on patient responses to six questions about care from their physician:

  1. How would you rate this physician on giving clear instructions about what you should do following the appointment?
  2. How would you rate this physician on involving you in decisions about your care?
  3. How would you rate this physician on spending enough time with you and not seeming rushed?
  4. How would you rate this physician on the thoroughness of the examination and treatment?
  5. How would you rate this physician on his or her listening skills?
  6. What is the likelihood that you would recommend Mercy to friends and relatives?

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.

Are all comments posted?

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.

How is patient information protected?

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.