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Patient Guide to Patient Experience Surveys and Ratings

Temple 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. As part of that commitment, we now post our providers’ patient experience ratings online.

More information is provided below for Temple Health patients and family members to better understand how we capture and report our patient experience ratings.

About Our Survey

Temple Health is focused on providing an exceptional experience in every care interaction. We’ve partnered with Qualtrics to ensure the patient voice is captured across a variety of care settings. The feedback provided from patients helps to inform what’s going well and identify areas we can improve our care delivery.

All ratings are submitted by actual patients and verified by a leading patient experience survey vendor. We measure all aspects of the patient experience. To ensure that we are holding ourselves to the highest standards, we partner with an independent patient experience measurement company named Qualtrics. Their team of experts work with providers, payers, and life sciences organizations around the world to help them design and optimize staff and patient experiences that drive quality improvement and enable empathy at scale.

Who Receives the Survey?

The survey is sent either by text message or email to Temple Health patients following their appointment or inpatient stay. 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.

Do You Post All Comments?

Temple Health is committed to transparency. That means posting all relevant feedback – whether it’s positive or negative. However, we do not post comments that are libelous, profane, or those that risk the privacy of our patients. Every patient rating is published regardless of comment status.

What Questions Do We Ask?

Temple Health includes questions from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) 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 provider 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.

The star ratings are calculated by averaging the numerical responses to the following questions:

  • Did this provider treat you with courtesy and respect?
  • Did this provider listen carefully to you?
  • Did this provider explain things in a way that was easy to understand?
  • Did this provider spend enough time with you?
  • How would you rate the overall care you received?

Can Anyone Complete a Survey or Post a Comment?

No. Only patients that have an experience provided by a Temple Health service may be selected to receive a survey. The results are based entirely from patients who have actually received care from a Temple Health provider or hospital location.

How is Patient Information Protected?

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