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Customer Experience

At Tri-County Health Care, we want you to be able to choose the right provider for you and your family. That is why we provide all the information upfront. We believe transparency is critical. To help you in your search, we have created transparent reporting to patients about our providers. The information provided involves explaining patient satisfaction surveys and the various ways we deliver patient feedback to our providers.

About the surveys

We partner with an independent patient satisfaction company, Press Ganey, to help us measure various aspects of our patients’ experience. For more than 25 years, Press Ganey has been the industry’s recognized leader in healthcare patient satisfaction. Press Ganey works with more than 10,000 healthcare organizations nationwide, including 50% of all U.S. hospitals, to improve clinical and business outcomes.

Who receives the surveys?

Patients treated by Tri-County Health Care physicians and Advanced Practice Providers (such as Nurse Practitioners and Physician Assistants) in our clinics are randomly invited to complete surveys. These surveys are offered by mail or email and allow patients to provide valuable feedback about their experience with the medical provider. Results are shared with departments and individual providers to identify opportunities to improve care.

What questions do we ask?

Patients are invited to complete surveys based upon their outpatient office visit. On behalf of LRH, Press Ganey administers the CAHPS® Surveys, developed by the Agency for Healthcare Research and Quality, for use in hospitals and medical practices across the country. These surveys ask patients or parents 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.

What do we do with the survey responses?

The survey ratings are shared on this website for the benefit of both our patients and providers. Our providers also receive reports with their patient feedback on a regular basis and are asked to continually monitor the responses for improvement opportunities.

How is the provider's patient satisfaction star rating created?

Star ratings are calculated using an average of all survey responses to each of the four questions:

  1. Friendliness/courtesy of the care provider
  2. Concern the care provider showed for questions or worries
  3. Care provider's discussion of any proposed treatment (options, risks, benefits, etc.)
  4. Likelihood of recommending this care provider to others

For each provider, ratings from their patients are averaged together to form a single star rating.

Are all comments posted?

We post both positive and negative comments from the surveys. We do not post comments that are libelous, slanderous, profane, irrelevant, or otherwise inappropriate or may risk the privacy of our patients.

While the comments are posted anonymously, we understand some patients may recognize their comment and desire for it to be removed from the website. Patients may request to remove a comment from their provider’s profile by contacting us.

Why doesn't every provider have patient ratings?

The more ratings a provider receives increases the accuracy and reliability of the results. A provider’s rating will only be posted on the site, providing he/she has a minimum of 30 completed surveys. For example, a provider who primarily treats hospitalized patients and receives only seven surveys over the course of a year will not have a corresponding star rating displayed.

Due to our behavioral health providers’ particularly sensitive nature of care, we have elected not to include ratings or comments from patients for these providers. We also exclude emergency department providers due to the nature of these visits and the likelihood of several providers seeing one patient during the visit.

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

No. Only patients who have received services at Tri-County Health Care may be selected to receive a survey. This way, we can confirm the results are based entirely on patients who have been treated by the provider.

CONTACT US

Toll-Free: 800-631-1811
Phone: 218-631-3510