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About Our Survey

About Our Survey

A Patient Guide to Patient Satisfaction Surveys and Ratings

Bryan Health values 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 post patient satisfaction ratings online for providers with Bryan Physician Network, Bryan Heart, Crete Area Medical Center Physician Clinic and Wilber Medical Clinic.

Here is information about how we capture and report our patient experience ratings.

About Our Survey

Bryan Health is focused on providing an exceptional experience in every care interaction. All ratings are submitted by actual patients and verified by a leading company in the patient satisfaction industry. We measure all aspects of patient satisfaction. To ensure that we are holding ourselves to the highest standards, we partner with an independent patient satisfaction company. National Research Corporation provides the technology to display ratings on our provider profile pages.

Who receives the survey?

Randomly selected patients who have had an appointment with providers in the practices listed above receive a survey. 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. 

Bryan Physician Network, Crete Area Medical Center Physician Clinic and Wilber Medical Clinic

These practices use the Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) Clinician and Group Practice survey. This survey was developed by the Agency for Healthcare Research and Quality for use in hospitals and medical practices across the country. The survey asks randomly selected patients to evaluate how well their provider communicated, listened, and showed courtesy and respect toward them. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement.

Randomly selected patients are mailed a survey within a few days following their appointment.

Bryan Heart

This practice uses the Connect Experience survey. This CG-CAHPS aligned survey was developed by National Research Corporation for use in hospitals and medical practices across the country. The survey asks patients to evaluate how well their doctor communicated, listened, and showed courtesy and respect toward them. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement.

Randomly selected patients receiving care at a Bryan Heart office receive a survey one time per year by phone or email. Bryan Heart does not send surveys by mail.

What questions do we ask?

National Research Corporation calculates star ratings based on responses to the following questions from the CG-CAHPS and Connect Experience surveys.

  • 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?
  • Using any number from zero to 10, where zero is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider?

Why don't I see patient ratings for every doctor?

The patient satisfaction surveys that lead to star ratings on our website are sent to patients who see a provider in Bryan Health affiliated practices. Each provider must have a minimum of 30 patient ratings before a rating is statistically significant for publication. The Bryan Health website physician directory includes doctors and providers who are part of the Bryan Medical Staff. Many of these doctors and providers are with independent practices.

Can anyone complete a survey or post a comment about a provider?

Only patients having an outpatient visit with a Bryan Heart, Bryan Physician Network, Crete Area Medical Center Physician Clinic or Wilber Medical Clinic provider may be selected to receive a survey. The results are based entirely from patients who have actually been seen by the provider.

How is patient information protected?

Patient names or other identifiable information are not displayed with the online ratings and comments.

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