Patient experience surveys

We partner with a leading third-party patient experience survey vendor, Press Ganey to collect feedback from our patients. The survey is sent to our patients either by text message or email following a visit with our physicians. Personally identifiable information is removed from the responses before including it on our website so patients can feel comfortable providing open and honest feedback.

Star ratings are derived from the patient experience surveys following visits with our physicians. Survey results, collected on a 0–10 satisfaction scale, are converted to an average rating using a 5-star scale for simplicity. The ratings reflect real patient opinions from the previous 12 months and are updated daily.

Star ratings are displayed for physicians who provide outpatient care and meet the minimum of 30 survey responses within a rolling 12-month period. Physicians and providers in certain inpatient-only specialties or those serving sensitive patient populations may not have star ratings. Additionally, if a provider does not meet the minimum number of 30 survey responses in a given 12-month period, their ratings will not appear until the threshold is reached, even if they previously met that threshold in past periods.

1. Insufficient data – We only display results for physicians who have at least 30 survey responses over the past 12 months. This helps to ensure that the data is truly representative and is not skewed by a handful of results.

2. The physician is not employed by Roper St. Francis Healthcare – We only have data available for our employed physicians.

3. Patients rate the facility instead of the physicians – In some settings, such as Emergency Departments or inpatient floors, patients choose a facility rather than a specific physician or provider. In other cases, such as Lab and Imaging, patients don’t have direct interaction with the physician or provider. In these settings, we survey patients about their experience at the facility, rather than with a specific physician or provider. Therefore, physicians or providers such as hospitalists, pathologists, radiologists and emergency medicine providers typically will not have individual ratings.