Provider Ratings & Reviews
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How are ratings and comments obtained?
The ratings and reviews seen on provider profiles are gathered from patient surveys, which are sent by text, email or mail. The surveys are conducted by an independent patient satisfaction organization called Press Ganey. This trusted vendor is used by hospitals and government agencies throughout the U.S. and ensures the information we provide is not biased.
How can I fill out a patient survey and contribute to a provider’s star rating?
On behalf of Overlake Medical Center & Clinics, Press Ganey distributes medical practice surveys to patients who visit a provider in an outpatient clinic..
Surveys are distributed two ways:
- By mail to a random sampling of patients.
- By email to every patient who provides an email address.
- By text to every patient who provides a cell phone number.
How are star ratings calculated?
The star ratings are based on patient responses to the care provider section of the survey consisting of five questions. Responses are converted to a five-point rating system and applied consistently to all providers.
Why doesn’t a provider have a star rating?
Star ratings are only displayed for surveyed providers who have accumulated 30 or more survey responses in outpatient clinical settings.
There are a couple of reasons why you may not see comments, or ratings, posted on a provider profile page:
- The provider is not an Overlake Medical Center & Clinics employed physician, but rather one of our trusted independent, private practice partner physicians.
- Only providers with 30 returned ratings will have comments and ratings displayed on their online profile. We do this to ensure there is a significant number of experience responses for that provider. This ensures you receive feedback from a well-rounded number of confirmed patients.
Are all reviews posted?
The reviews that appear on provider profiles are taken directly from the Press Ganey surveys. If you submitted your comment recently, it may be included in future updates. In addition, patients must be sure to complete the entire survey for their comments to appear on a provider’s profile. While we are committed to publishing both positive and negative comments, we also maintain a rigorous process to review and remove comments that are profane, libelous, unrelated to the provider, or violate patient privacy.
How does Overlake Medical Center & Clinics protect patient information?
All patient survey responses are stored on a password-protected server. Patient names are not displayed and comments that contain personal, identifiable information are not published.
Share your feedback
If you have received treatment from an Overlake Medical Center & Clinics provider, we encourage you to share your feedback when you receive your survey.
Google reviews
You may get a text or email request from us to leave a Google review and rating following your visit. This is different from the survey described above, as this is a request to share your experience on Google. This feedback is another way to help us improve our care delivery and recognize staff for their great work. Reviews also help others make confident decisions about their care.