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About Our Survey

Patient Satisfaction Surveys and Ratings on CincinnatiChildrens.org

We believe patients and families are our partners in care and that sharing complete and accurate feedback is important. As part of our efforts, we post providers’ ratings and comments online. This transparency helps keep everyone informed so that parents can choose the best possible care for their child.

These star ratings and comments come from patient surveys administered by NRC Health, an independent company that specializes in health care research. To assist you, we’ve developed this guide to help understand how we capture and report our patient experience ratings.

About Our Survey

After a visit with a Cincinnati Children’s provider, patients may receive a survey via text, phone call, or email asking them about their visit. Patients or their parents share thoughts and experiences with a third-party survey partner company, NRC. Comments and ratings displayed for each provider come directly from patients’ responses in the survey.

Who Receives the Survey?
The survey is sent by email, phone call or text message to Cincinnati Children's patients within a few days following their 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.

Cincinnati Children’s utilizes NRC’s Medical Practice survey which is used in medical practices across the country. The surveys ask patients to evaluate how well their physician 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.

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

  • Did this provider explain things about your child’s health in a way that was easy to understand?
  • Did this provider listen carefully to you?
  • Did this provider show respect for what you had to say?
  • Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider?
  • Would you recommend this provider’s office to your family and friends?
Ratings and comments displayed on our site come from verified patients. In other ratings platforms, anyone can submit information that sometimes results in skewed information that is not verified. Cincinnati Children’s ratings come directly from patients we confirm have received care at one of our locations.
 
In order to ensure the trust of our patients, families, and colleagues we publish all comments relevant to the provider themselves – both positive and negative. However, we do not post comments that are libelous, profane, or those that risk the privacy of our patients. We also do not share responses about other staff members, locations or procedures will not be shared. Please note that comments are posted online anonymously.

Industry best practice is clear that more data provides a more accurate picture. That is why we require a minimum of 20 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 20 completed surveys.

No. Only patients having an outpatient visit by a Cincinnati Children's provider may receive a survey. The results are based entirely from patients who have actually been treated by the provider.
 
Patient names are not displayed through the online ratings and commentary reviews. All personally identifiable information is removed prior to display.
Please email us at centerforpfe@cchmc.org with any questions or for more information.
 
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