Ratings and Reviews: Frequently Asked Questions

 

Why did we switch patient experience vendors?

  • Beaumont Health began a vendor search process in mid-2019 to ensure that our organization was receiving the appropriate level of support, service and efficiencies.
  • There has been a strong desire among the patient experience leadership team to explore meaningful ways to capture our patients’ experience and to provide all patients with the ability to share their experiences.
  • Additionally, we always want to ensure that our costs are in-line with our expectations and that we are truly providing value to Beaumont.

 

How are we surveying patients?

  • Real-time surveys will be sent via email, Interactive Voice Response (IVR) phone call and text.
  • HCAHPS/Inpatient Adult surveys will be sent via two-wave mail to meet CMS requirements.

nrc_faq


What languages is the survey in?

English and Spanish are used for both real-time and HCAHPS/Inpatient Adult surveys. Arabic will be added for IVR phone outreach for BMG in mid-2020.

 

What questions are on the BMG medical practice survey?

  • Beaumont will be using NRC Health’s recommended questions for real-time outreach.
  • The 9-question survey is significantly shorter than Press Ganey’s survey.

 

NRC Medical Practice Question Pod – Beaumont Medical Group

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  • Star Rating Question:
    • How likely would you be to recommend this provider to your family and friends?
  • Comment Question:
    • What else would you like to say about your experience?
  • HCAHPS/Inpatient Adult: Beaumont will be using the standard HCAHPS survey with three additional questions to meet patient and family-centered care needs. One PFCC question is focused on doctor/nurse consistency when providing the patient information and care and two questions focus on inclusion of family in care discussions and being allowed to be with the patient.  

 

Will we have percentile rankings?

While health care loyalty is best measured at the individual level (n=1), it is also valuable to understand customer feedback at the organizational level, and to compare against other like organizations. To meet this need, NRC Health provides robust and reliable comparative benchmarking information for questions used by at least 30 other locations. Benchmarks are available by service line, age group, sub-specialty, classification and location type.

 

Because NRC has a different set of clients than Press Ganey and the surveys are different for everything but HCAHPS questions, percentile rankings may look very different than they have previously.

 

Which BMG physicians are eligible for the program?
All BMG physicians with an ambulatory practice who participate in the CG-CAHPS survey process are already part of the Ratings and Reviews program. Once physicians receive more than 30 completed surveys within the past two years, their ratings and reviews will automatically be included in the Ratings and Reviews program. BMG physicians who do not have an ambulatory practice (i.e., pathologists, hospitalists, etc.) are not eligible for Ratings and Reviews.

 

Where are ratings and reviews posted?
Ratings and reviews are posted on your Find a Doctor profile as well as in search results your profile appears in on Beaumont’s website. Your star rating appears prominently underneath your portrait, name and specialty.

 

Will Physician Ratings and Reviews change on Find A Doctor?

Star ratings and patient comments will look the same to visitors on Beaumont.org. The only change is that ratings and reviews prior to Dec. 31, 2019 are from the Press Ganey integrated survey and starting Jan. 1, 2020 are from NRC’s Real-Time survey for BMG.

 

When can I expect to see NRC comments on my profile?
BMG physicians with sufficient sample (30+ ratings) will see their NRC comments appear on their Find a Doctor profile starting June 1, 2020.

Affiliated physicians who opt in to the program will see their ratings and reviews appear once they’ve received 30 or more completed surveys. Please note: there may be a lag between when a survey is submitted and the ratings and reviews show up on your profile.

How is the star rating now calculated?

Star ratings are calculated on a consistent method approved by Beaumont Market Research Department based on research best practices. Specifically, the Star Rating question (0 – 10-point scale) will be converted to the 5-star rating for physician profiles on Find a Doctor.

 

How long will a patient’s ratings and reviews be on my profile?
Ratings and reviews from the last two years will show up on your profile, shown in descending order by date.

Has the comment review process changed?

NRC reviews comments within five business days after receiving the surveys. Comments that pass NRC’s review are moved to the scheduled queue and will be held for two weeks to allow time for physician review. Unless a comment is appealed, the comment will be published on the first of each month.

  • Example 1: Comment is reviewed by NRC and it moved to the Scheduled queue on May 20. The comment will not publish on June 1, because the comment would not have been held for the 17-day minimum. The comment will go out on the June 15 Provider Scorecard, then publish on July 1.
  • Example 2: Comment is reviewed by NRC and is moved to the Scheduled queue on May 2. The comment will appear on the May 15 Provider Scorecard and publish on June 1.

 

Will patient feedback be reviewed before showing up on my profile?

All comments (positive and negative) will be reviewed and published with the exception of comments that are libelous, slanderous, profane or those that risk patient privacy. Comments are reviewed twice by NRC, and are either moved to the scheduled queue to be published or flagged for Beaumont’s review. All flagged comments are further reviewed by Beaumont’s Transparency Team before they are rejected or moved to the schedule queue.

Where can I review comments that will be published to my profile?

Comments can be included in the NRC Provider Scorecard that is emailed to participating physicians on the 15th of each month. The email comes from subscriptions@nationalresearch.com. Comments can be found in the Scheduled Comments section of the scorecard. Click here for a quick guide to help streamline the review process. Click here for a detailed description of the NRC Provider Scorecard. 

 

Why are there so many comments in the May 15 NRC Provider Scorecard?

The May 15 Provider Scorecard will include considerably more comments to review than usual. As we made the transition from Press Ganey to NRC at the end of 2019, some comments did not go through our standard process.

 

Typically, your scorecards will reflect comments from one month. You can expect that your June scorecard will have a more manageable number of comments to consider. Thank you for your patience while working through this transition.

How do I appeal comments?

Comment appeals need to be submitted through the NRC Comment Appeals Form. Once submitted, the comment will be reviewed by the Beaumont Ratings and Reviews Appeals Committee.

 

Any comment that is not submitted through the NRC Comment Appeal Form will be published the first of each month.

 

What happens after a comment is appealed?

The comment will be held from publishing until it has been reviewed by the Ratings & Review Appeals Committee.

  • If an appeal is upheld, the comment will not be published, and archived. 
  • If the appeal is declined, the comment will be published.

 

In both cases, you will be notified via email of the status of the comment. If the appeal is declined, you are given an opportunity to make a second appeal to the Appeals Committee. If the appeal is again denied, the comment will be published by the first of the next month.

 

Ratings & Review Appeals Committee members:

  • Mike Barnes, M.D., Medical Director, Service, Beaumont Medical Group
  • Abrar Founas, VP, Physician Services, Beaumont Medical Group
  • Joan Phillips, RN, Chief Nursing Officer, Beaumont Medical Group
  • Kirsten Kelly, Business Manager, Medical Administration
  • Brian Vargo, Director, Marketing Data Analytics
  • Lawrence Wu, Director, Market Research and Consumer Insights
  • Melissa Ozdych, Manager, Market Research and Consumer Insights

 

Why are negative comments shown on Find a Doc?
Though it may seem counterintuitive, publishing negative reviews along with positive reviews helps establish trust and authenticity. Consumer research has shown that consumers seek, but do not blindly give credence to, negative reviews. Consumers use reviews to help make more informed decisions but understand that the information reflects subjective opinions and perceptions.

 

Do affiliated physicians have to participate?
No. Physician ratings and reviews is completely voluntary for affiliated/independent physicians. Affiliated physicians can also opt-out at any time. Ratings and reviews will not influence the sort order on the Find a Doctor website.

How and when can affiliated physicians sign up?
As an affiliated Beaumont physician, you have the opportunity to opt into this program by contracting with NRC Health to facilitate patient experience feedback and ratings and reviews aggregation and publication. You can get started today by contacting NRC Health directly.

What will the cost be to affiliated physicians?
Your cost will depend on the number of physicians in your practice, and if you need patient experience data collected. For more information, please contact NRC Health or you can also email transparency@beaumont.org with questions.

Why do I (affiliated physicians) have to pay for ratings and reviews?
To remain compliant with Federal regulations such as the Stark Law and Anti-Kickback Statute, Beaumont Health cannot subsidize independent physicians’ participation in patient experience feedback and the ratings and reviews program.

 

If you have additional questions, please email transparency@beaumont.org.

 


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