Austin Regional Clinic (ARC) is dedicated to providing exceptional and convenient healthcare services to our community. A key aspect of this commitment is our transparent approach to patient feedback. We believe in openly sharing patient experiences to foster trust and continuously improve our services. On our website, you can explore verified patient ratings and comments for all our providers, gaining valuable insights into the care provided by Arc Southwest Doctors.
This guide will walk you through how we collect and utilize patient feedback, ensuring you understand the reliability and purpose of our online ratings system.
The Process Behind Patient Feedback Collection
To ensure authentic and insightful feedback, ARC partners with Press Ganey, a reputable third-party customer feedback company. Press Ganey manages the collection of patient feedback through text surveys sent shortly after your appointment. This independent approach guarantees unbiased data collection and reporting of ratings and comments on our website. Every rating you see is from a real ARC patient and has been verified by ARC.
How Patients Share Their Experiences
Within two hours of checking in for your appointment, patients with a mobile phone number on file will receive a text survey. This survey invites you to rate and comment on various aspects of your visit experience. Your feedback is invaluable to us. It allows us to recognize outstanding doctors and staff, address areas needing improvement, and ultimately enhance the overall care experience at ARC southwest doctors locations.
Transparency in Feedback: What We Publish
ARC is committed to transparency and posts both positive and negative patient feedback that is relevant to the entire visit experience. We believe in providing a comprehensive view of patient experiences. However, to maintain ethical standards and protect individuals, we do not publish comments that are libelous, profane, or compromise patient privacy. This ensures a respectful and informative platform for patient feedback regarding ARC southwest doctors.
Understanding the Survey Questions
Our survey questions are designed to capture the holistic patient experience. While detailed question-specific ratings are available on each provider’s bio page under the “Reviews” tab, our star ratings are calculated based on specific questions. Provider star ratings are primarily derived from responses to question six, while location star ratings consider responses to all questions, including:
- Ease of appointment scheduling.
- Helpfulness of front-desk staff.
- Helpfulness of the doctor’s nurse or medical assistant (MA).
- Whether the healthcare provider met your care expectations.
- Likelihood of recommending the doctor to friends or family.
- Open-ended feedback on what you liked or disliked about the office visit.
Rating Visibility: Ensuring Data Accuracy
To ensure ratings are based on sufficient data and reflect current performance, we require a minimum of 30 patient surveys per doctor within the last 12 months before publishing a physician’s rating. This approach ensures that displayed ratings for ARC southwest doctors are statistically relevant and provide a reliable representation of patient experiences.
Comment Display: Focusing on Relevant Insights
Patient feedback is most valuable when it is timely and relevant. To ensure we are addressing current patient concerns and continuously improving, we display comments from the last 90 days. This timeframe allows ARC physicians and staff to review feedback and implement improvements based on the most recent patient experiences. This focus on recent feedback helps us to proactively enhance the patient journey with ARC southwest doctors.
Authenticity of Feedback: Verified Patient Experiences
It’s important to understand that only patients who have had an outpatient visit with an ARC physician receive a survey. This ensures that all feedback and comments are from verified patients who have direct experience with our care. This system guarantees the authenticity and reliability of the patient feedback you see for ARC southwest doctors.
Patient Privacy: Protecting Your Information
Protecting patient information is paramount. Before any comment is published on our website, it undergoes a review and approval process. Any personally identifiable information is removed to safeguard patient privacy. This rigorous process ensures that patient feedback is shared responsibly and ethically, maintaining the trust patients place in ARC southwest doctors.
