Guide to patient satisfaction surveys and ratings

CityMD values the partnerships we have with our patients and their loved ones. We are committed to providing you with the information you need at your fingertips to make informed decisions about your health care. As part of that commitment, we now post our patient satisfaction ratings online.

To assist you, we’ve developed this guide to help you understand how we capture and report our patient experience ratings.

CityMD 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 provides the technology to display ratings on our location profile pages.

  • The survey is sent to all CityMD patients via SMS within a few days following their visit. 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.

  • CityMD is committed to transparency. That means posting all relevant feedback – whether it’s positive or negative.

  • CityMD utilizes the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Clinician and Group Practice survey, which was developed by the Agency for Healthcare Research and Quality for use in hospitals and 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 question from the survey:  
    How likely would you be to recommend this provider to family and friends?

  • Industry best practice is clear that more data provides a more accurate picture. That’s why we require a minimum of 30 completed patient surveys per location before we post a rating. Over time, with more surveys received on an ongoing basis, the number of rated locations will increase.
    A location rating will only be posted on the site when it has a minimum of 30 completed surveys.

  • No. Only patients who have visited a CityMD location may be selected to receive a survey. The results are based entirely from patients who have actually been treated at a CityMD location.

  • Patient names are not displayed through the online ratings. All personally identifiable information is removed prior to display.