At University of Utah Health, ratings are posted for providers for whom 30 patient-satisfaction surveys have been returned in the past 12 months. Ratings are updated twice a year, in July and December.
Overall star ratings on a five-star scale are based on the survey average. In addition to the overall rating, ratings are published for nine questions:
- Likelihood of recommending care provider
- Care provider spoke using clear language
- Care provider’s explanation of condition/problem
- My confidence in care provider
- Care provider’s effort to include me in decisions
- Wait time at clinic
- Time care provider spent with me
- Care provider’s concern for questions and worries
- Care provider’s friendliness and courtesy
The organization’s policy: “We are committed to posting positive and negative feedback. However, we do not post comments that are libelous, slanderous, profane, or those that risk the privacy of our patients.”
Review process: Comments are distributed weekly. Managers review for comments of potential concern and distribute to faculty. If a provider has a concern with the appropriateness of a comment, he or she can ask for a review by the ambulatory executive committee, composed of the chief medical officer and executive medical directors from all departments. Comments under appeal are not posted online until a final decision from the committee.
Source: University of Utah Health