Guide to Patient Satisfaction Surveys & Ratings
At OU Health, we value the partnerships we have with our patients and their loved ones. We are committed to providing you the information you need at your fingertips to make informed decisions about your health care, and about the physicians and other providers who walk the care journey with you. As part of that commitment, we now post our physicians’ patient experience ratings and comments regarding their experience online.
To assist you, we’ve developed this guide to help patients, family members and those considering appointments with OU Health understand how we capture and report our patient experience ratings.
About Our Survey
OU Health is focused on providing exceptional patient experience during every visit and interaction. All ratings are submitted by actual patients and are verified by a leading independent patient satisfaction company, National Research Corporation. National Research Corporation provides the technology to display ratings and comments on our provider profiles and practice pages.
Who Receives the Survey?
The survey is mailed to randomly selected OU Health and OU Health Physicians patients within a few days following their appointments. Surveys are sent to patients via text message and email. 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 and service provided to our patients and families.
Do You Post All Comments?
At OU Health, we are very 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 those that risk the privacy of our patients. Every provider rating is published regardless of comment status. We value diversity and creating an inclusive environment and comments that potentially reflect bias due to immutable factors like race, gender, country of origin, etc., are not publicized.
What Questions Do We Ask?
OU Health utilizes the NRC Health Real-Time patient survey that bring clarity, immediacy, and depth to understanding our patient's experience. Our patient surveys are comprised of 10 brief questions that allow for open-ended feedback. Surveys are sent to patients using multiple modes of outreach including IVR (Interactive Voice Response), SMS and email, all designed to increase immediacy of feedback.
The surveys ask patients to evaluate access to care, courtesy and respect of the care team, and how well their physician communicated and listened to them. All patient survey results are used to evaluate patients’ overall perception of care and likelihood of recommending OU Physicians and to identify areas for improvement.
Overall Rating Question
OU Health utilizes one specific question to determine the on-line rating for OU Physician providers, the Net Promoter Score (NPS). The NPS is a single and easy indicator of patient loyalty and overall experience of care.
"On a scale from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, how likely would you be to recommend this facility/provider, to your family and friends?"
Why Don't I See Ratings and Comments for Every 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 Provider?
No. Only patients having an outpatient clinic visit with an OU Physicians provider may be selected to receive a survey. The results are based entirely from 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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