Learn About Our Survey

UNC Health cares about you and your experience as a patient within our system. We use our patient experience survey results, provided by an independent patient experience company named Press Ganey, to learn how we can improve your health care experience.

Who receives the survey?

Patients who are seen at a UNC Health outpatient provider office or participate in a telemedicine (video or phone) visit are randomly selected to receive a survey. Surveys are sent via text, email or mail shortly after appointments.

How are star ratings calculated?

Star ratings are calculated from six, provider-focused questions on the patient experience survey. This includes five questions from the Care Provider section and, for in-person office visits, one question about Wait Time. A provider’s star rating is the average of responses to the six questions based on all his/her patients’ surveys.

Questions used to calculate star ratings:
Question

Very Poor

Poor

Fair

Good

Very Good

1 2 3 4 5
Concern the care provider showed for your questions or worries o o o o o
Explanations the care provider gave you about your problem or condition o o o o o
Care provider's efforts to include you in decisions about your care o o o o o
Care provider's discussion of any proposed treatment (options, risks, benefits, etc.) o o o o o
Likelihood of your recommending this care provider to others o o o o o
Wait time at clinic (from arriving to leaving) o o o o o

What is a care provider?

A care provider may be a physician (primary care physicians and specialists) or an Advanced Practice Provider such as a nurse practitioner, midwife, physician assistant or audiologist. 

Are all comments posted?

We collect comments from the Care Provider section of the Press Ganey survey and post them weekly.

We post all comments unless it meets the following exclusion criteria:

  • Contains protected health information and other confidential data that may risk patient privacy
  • Contains obscenities or other inappropriate details
  • Contains libelous language
  • Contains inappropriate reference to other providers
  • Contains information that does not pertain to patient care

Why don’t we see patient rating and comments for every doctor?

Currently, we are publishing ratings and comments for providers who see patients in select UNC Health outpatient clinics, participate in our patient experience survey process and have at least 30 returned surveys in a 12-month period.

How will patient privacy be protected in these comments?

Comments are published as written by the patient. Any comment that risks patient privacy (e.g. unique diagnoses, unique procedures or complications) will not be posted.  If patient names and/or visit dates are included in a comment, we remove this information prior to publishing.