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Patient Satisfaction at CMH

Citizens Memorial Hospital values the relationships we have with our patients and their loved ones. We post our physicians’ patient satisfaction ratings online as part of our commitment to you.

Guide to Patient Satisfaction Surveys and Ratings

This guide will help patients and family members understand how we capture and report our patient experience ratings.

About The National Research Corporation (NRC) Survey

CMH is focused on providing an exceptional experience in every care interaction. We measure all aspects of patient satisfaction. To hold ourselves to the highest standards, we partnered with National Research Corporation (NRC), an independent, third-party patient satisfaction company. NRC provides the technology to display ratings and comments on our physician profile pages. All ratings are submitted by actual patients and verified by NRC.

Who receives the survey?

The survey is mailed to randomly selected CMH 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?

CMH 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 risk the privacy of our patients. Every provider rating is published regardless of comment status.

What Questions Do We Ask?

CMH utilizes the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Clinician and Group Practice survey. The Agency for Healthcare Research and Quality developed the survey for use in hospitals and medical practices. 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 identify improvement areas.

We calculate 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

  • Use 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 or provider?

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 CMH physician may be selected to receive a survey. The results are based entirely on 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.

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