About Our Patient Satisfaction Surveys and Ratings
ONLINE TRANSPARENCY AND PATIENT EXPERIENCE SURVEYS VIA NRC HEALTH
At Boulder Community Health, we want to provide you with the information
you need to make informed decisions about your health care and about the
physicians and other providers who can care for you. As part of this commitment,
we post online patient satisfaction ratings and comments for our physicians
and providers who are directly employed by BCH.
About our survey
To ensure we are holding ourselves to the highest standards, we partner with
NRC Health -- formerly National Research Corporation -- a leading independent research
organization that specializes in health care. Using NRC Health allows
us to measure multiple aspects of patient satisfaction and verify that
all ratings are submitted by actual patients. NRC Health also provides
the technology to display ratings and comments on the profile pages of
our BCH-employed providers. These ratings are reported from one to five
stars, with five being the best.
Who receives the survey?
The survey is emailed or mailed to Boulder Community Health outpatients
within a few days following their first appointment with a BCH provider.
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?
BCH is committed to transparency. That means posting all relevant feedback
– both positive and negative. However, we do not post comments that
are libelous, profane or risk violating the privacy of our patients. Every
provider rating is published whether patients have elected to offer a
comment or not.
What questions do we ask?
Boulder Community Health 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, knew their medical history, 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 questions listed below.
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
Why don’t we see patient ratings and comments for every provider?
Industry best practice clearly states that more data provides a more accurate
picture. That’s why we require a minimum of 30 completed patient
surveys for a specific provider before we will post that provider’s
ratings. Surveys are completed on an ongoing basis, so the number of rated
physicians will increase over time.
Also, NRC Health ratings are only available for providers who are directly
employed by BCH. The majority of providers caring for patients at BCH
facilities are independent practitioners.
Can anyone complete a survey or post a comment about a physician?
No. Only patients who have had an outpatient visit with a BCH-employed
physician or provider will receive a survey. This ensures that survey
results are based on feedback from patients who have actually been treated
by that physician or provider.
How is patient information protected?
Patient names are not displayed in the online ratings and comments. Any
information that could identify a patient is removed prior to display.
Why post patient comments about the providers?
We want our patients to be empowered with a range of information, including
ratings and credentials, to choose the best provider for their needs.
If you have any further questions about our patient experience survey,
please email us at firstname.lastname@example.org.