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How we collect ratings and reviews and where that information is shared

FAQ

At Quincy Medical Group we are committed to providing the information you need to make important decisions about your healthcare. One way we are doing this is by publishing star ratings and reviews, which are curated through comment forms, on our doctors’ profile pages. We know the patient-doctor relationship is a critical element for achieving trust, satisfaction, and positive outcomes and hope that by transparently sharing feedback from prior patients we can help you feel more confident in choosing the right provider.

What survey is used?

Quincy Medical Group measures many aspects of our patients’ experiences. The ratings and reviews on the doctor profiles are gathered from the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Clinician and Group Survey, developed by the Agency for Healthcare Research and Quality for use in medical practices across the country. On behalf of Quincy Medical Group, an independent patient satisfaction organization administers the survey to patients who see our doctors in an outpatient clinic office.

Who receives the survey?

Patients treated by Quincy Medical Group doctors, nurse practitioners, and physician assistants are randomly invited to complete our patient experience surveys. Surveys are sent by mail or email and give patients an opportunity to provide feedback about their experience with their doctor. Each year we send about 80,000 surveys to Quincy Medical Group patients who offer feedback about their experience on the CAHPS Clinician and Group Survey.

Can anyone complete a survey or post a comment?

Only patients having an outpatient visit with a Quincy Medical Group doctor, nurse practitioner, or physician assistant may be selected to receive a survey. This way we can assure you the ratings and comments are only from patients who have actually been treated by that doctor.

What do we do with the survey responses?

We continually look at patients’ feedback and ratings to evaluate patients’ overall perception of care. We use this information to recognize the exceptional care provided by our doctors and staff and to improve the quality of care that we provide to you, your family, friends, and neighbors.

How is the patient satisfaction star rating created?

  • Star ratings are based on patient responses to nine measures about care from their doctor.
  • Overall rating of the provider
  • Friendliness/courtesy of the care provider
  • Explanations the care provider gave you about your problem or condition
  • Concern the care provider showed for your questions or worries
  • Instructions the care provider gave you about follow-up care (if any)
  • The degree to which care provider talked with you using words you could understand
  • Amount of time the care provider spent with you
  • Your confidence in this care provider
  • Likelihood of recommending this care provider to others

For each doctor, ratings from their patients are averaged together to form a single star rating. Responses are converted to a 5-point rating system and applied consistently to all providers.

Are all the comments posted?

We are committed to posting both positive and negative comments from the surveys. However, we do not post comments that are offensive, libelous, slanderous, profane, irrelevant or may risk the privacy of our patients. If you do not see your survey comments and would like to know more about our comment screening process or if you recognize your comments and wish for them to be removed from the website, please contact us at aedwards@quincymedgroup.com.

Why aren’t patient satisfaction ratings and comments showing for every doctor?

Star ratings are only displayed for doctors who have 30 or more survey responses to ensure the ratings we share are statistically valid. Some of our providers are new or they split their time between patient care and administrative duties and therefore may have limited survey responses.

In addition, ratings are not included currently included for patients who:

  • Were only seen by our providers in a hospital setting
  • Were seen in the emergency department
  • Were seen by the nurse or technician only