Guide to Our Patient Experience Survey and Star Ratings
At Gundersen Health System, we value the partnership we have with you, our patients and your loved ones. We are committed to providing you the information you need at your fingertips to make informed decisions about your healthcare, and about the physicians and other providers who walk the care journey with you. As part of that commitment, we now post our clinicians' patient experience ratings online.
To assist you, we've developed this guide to help patients, family members and those considering appointments with Gundersen Health System understand how we capture and report our patient experience ratings.
About our survey
Gundersen Health System 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 experience industry. We measure all aspects of patient experience. To ensure that we are holding ourselves to the highest standards, we partner with an independent patient experience company. National Research Corporation provides the technology to display ratings and comments on our physician profile pages.
Who receives the survey?
Gundersen Health System patients may receive a survey about their care experience following an appointment or discharge. The survey is sent by email, text, phone or mail. We use this feedback to improve the care we provide.
Do you post all comments?
Gundersen Health System is 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. All clinician ratings are published regardless of whether a comment is posted.
How do you calculate star ratings?
Star ratings are calculated based on your response to the survey question, "How likely would you be to recommend this provider to your family and friends?"
Why don't we see patient ratings and comments for every clinician?
Industry best practice is clear that more data provides a more accurate picture of the patient experience. That's why Gundersen Health System requires a minimum of 30 completed patient surveys in a 12-month period, for each clinician, before posting a clinician's rating.
Can anyone complete a survey or post a comment about a clinician?
No. Only patients having an outpatient visit by a Gundersen Health System clinician may be selected to receive a survey. The results are based entirely from patients who have actually been treated by the clinician.
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.
Who can I contact with questions or concerns?
If you have questions or concerns about the patient experience star ratings and comments you can contact our patient representatives at (608) 775-7676.