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Novant Health implements five-star provider ratings

WINSTON-SALEM, N.C. – Research shows that 72 percent of internet users have conducted searches for health information within the past year and 56 percent of them consider online reviews of providers to be important when deciding who to trust for their health care. To meet this consumer demand for information, Novant Health is launching online reviews of Novant Health Medical Group physicians based on data collected through patient experience surveys.

“Providing safe, high-quality care and a remarkable patient experience are our top priorities,” said Dr. Tom Jenike, senior vice president and chief human experience officer, Novant Health. “We know that part of that remarkable patient experience is giving our patients a voice and an opportunity to share their feedback with our organization and with others. These reviews will help guide Novant Health forward as we continue to strive toward delivering the best care for our patients.”

Five-star ratings are calculated based on patient responses to 10 questions on a survey focused on provider communication. Responses are converted to a five-point rating system and applied consistently to all providers for the 10 measures. Ratings and comments from patients are posted for providers who have at least 30 responses in a 12-month period.                                                                              

“The evolving role of patients as consumers requires us as care providers to offer information that goes beyond credentials, specialty and location,” said Sean Keyser, patient experience officer, Novant Health. “As with other products and services, patients are searching for easily accessible information that concisely and reliably offers ratings and comments from other patients. By having access to ratings and comments, patients today are more empowered to make informed decisions about the providers who partner with them in their health.”

Surveys are distributed by Press Ganey, an independent patient satisfaction organization, to patients who visit a Novant Health provider in an outpatient clinic office. Surveys are distributed two ways – by mail to a random sampling of patients or by email to every patient who provides a valid email address. Each year, Novant Health receives feedback from more than 150,000 patients about their experience in Novant Health clinics. Thus far, 93 percent of Novant Health providers who have been reviewed have rated at 4.5 stars or above for one question that asks about a patient’s likelihood to recommend their provider.

Five-star ratings will be posted on NovantHealth.org/doctor as well as on individual Novant Health clinic websites. 

Posted on Monday, December 11, 2017