Customer Experience
Astera Health values the partnerships we have with our patients and their loved ones. We are committed to providing you the information you need at your fingertips to make informed decisions about your health care, and about the physicians and other providers 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 Astera Health physicians understand how we capture and report our patient experience ratings.
About Our Survey
Astera Health 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. NRC Health provides the technology to display ratings and comments on our physician profile pages.
The survey is emailed to randomly selected Astera Health 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.
Astera Health utilizes patient experience surveys. The surveys ask patients to evaluate how well their healthcare team 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 Provider’s star ratings based on responses to the below questions from the survey.
Survey Questions
- Did you trust this provider with your care?
- Did this provider listen carefully to you?
- Did this provider give you enough information about your health and treatment?
- Did this provider seem to know your medical history?
- Did everyone treat you as a unique person?
Overall Rating Question
- Using any number from 0 to 10, where 0 is not likely at all, and 10 is extremely likely. How likely would you be to recommend this provide to your family and friends?
Astera Health 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 provider rating is published regardless of comment status.
Industry best practice is clear that 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.
No. Only patients having an outpatient visit by an Astera Health physician may be selected to receive a survey. The results are based entirely from patients who have actually been treated by the physician.
Patient names are not displayed through the online ratings and commentary reviews. All personally identifiable information is removed prior to display.