Patient Guide to Patient Satisfaction Surveys and Ratings

Virtua Health values the ongoing relationships we have with our patients and their loved ones. We are committed to providing you the information you need to make informed decisions about your health care, and about the physicians and other clinicians who walk the care journey with you. As part of that commitment, we now post our physicians’ patient satisfaction ratings online.

To assist you, we have developed this guide to help patients, family members, and those considering appointments with Virtua physicians understand how we capture and report our patient experience ratings.

About Our Survey

Virtua 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 conducts our survey and provides the technology to display ratings and comments on our physician profile pages.

Who Receives the Survey?

The survey is given to all Virtua patients within a few days following their outpatient appointments. 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.

Do You Post All Comments?

Virtua is committed to transparency. That means posting all relevant feedback – whether it is positive or negative. However, we do not post comments that are libelous, profane, or those that risk the privacy of our patients. Every clinician rating is published regardless of comment status.

What Questions Do We Ask?

Virtua utilizes the National Research Corporation’s scientifically developed surveying tools and methods, which have been embraced and implemented by health care networks nationwide. The surveys ask patients to evaluate the quality and safety of care provided by the physician, as well as the interpersonal aspects of the experience. Results are used to evaluate patients’ overall perception of care and to identify areas for improvement.

We calculate our star ratings based on responses to the below question from the survey.

Overall Rating Question

  • Using any number from 0 to 10, where 0 is the worst clinician possible and 10 is the best clinician possible, what number would you use to rate this clinician?

Why Don't We See Patient Ratings and Comments for Every Doctor?

More data provides a more accurate picture. That is 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 physician?

No. Only patients having an outpatient visit by a Virtua physician 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.