At Mercy Health we believe that you have a right to your choice in health care provider. To make sure that you are confident in your choice of provider, we are now including patient satisfaction star ratings and comments on our providers’ profile pages. We believe that being transparent about the care that we provide is core to our values of integrity, service and compassion.

Where do star ratings and comments on providers’ profiles come from?

Mercy Health has partnered with Press Ganey to collect feedback through patient experience surveys. Press Ganey is a trusted and independent patient satisfaction survey company dedicated to improving patient experiences in health care facilities nation-wide.

Mercy Health receives over 260,000 patient surveys per year.

How can I provide feedback on my patient experience with a provider?

Press Ganey sends out surveys on behalf of Mercy Health called the Medical Practice Targeted tool to all patient who have visited their doctor or advance practice clinician.

This survey is sent to all patients who have provided a valid email address to their health care provider.

Surveys are not sent to non-patients except for parents/guardians of pediatrics patients.

How are star ratings calculated?

The patient satisfaction star rating is based on patients' responses to the question “Likelihood of your recommending this care provider to others” on the survey.

Why do some providers not have a star rating?

A provider may not have star ratings or comments included on their profile because they may not have enough responses to get accurate results. Only providers with 30 or more completed surveys will have the results posted on their profile page.

Are all comments posted?

To build trust and transparency with our patients and providers, we post both negative and positive comments onto providers’ profiles. Patient comments help others in choosing a provider that best fits their needs, which goes beyond being able to treat a certain condition. A patient-provider relationship founded on trust is just as important in the healing process.

Some comments may not appear on a provider’s profile because they do not meet certain criteria, such as they have been deemed libelous, profane or include private information.

How does Mercy Health protect patient information?

All personal patient information is removed from online ratings and comments by Press Ganey prior to posting. In addition, all survey responses are stored on a protected server within Mercy Health.