How Are Ratings Calculated

Neighborhood Health Center (NHC) is committed to patient-centered care and a patient-first experience. To improve our processes, our service, and your outcomes, we partner with a leading independent patient satisfaction company, Crossroads Group Inc, to facilitate follow-up surveys to our patients.

About the Patient Survey

The ratings on this page come from an after-appointment patient satisfaction survey conducted by Crossroads. The ratings and reviews are submitted to Crossroads by NHC patients and then shared with NHC each quarter for improvement purposes.

Crossroads contacts randomly select patients by phone and text within a few days following their appointment. Patients are then asked to complete the survey and provide comments regarding specific aspects of care.

Patient Provider Ratings

Provider ratings are tallied using patient responses to survey question #19. “Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider?”

Patient Comments

NHC believes in transparency. Patients completing the survey are asked if they’d like to leave comments along with their provider score. NHC will share all comments tied to those questions ratings – whether positive or negative — unless they fall into one of the categories below. These comments will not be shared:

  • Comments using vulgar or inappropriate language, slurs, or insults.
  • Comments reviews the provider on a personal level (e.g., appearance).
  • Comments from an identified relative or staff member of the provider.
  • Comments that include personal protected information in the review.
  • Comments that include racist, homophobic, ageist, ableist, or otherwise harmful views.
  • Comments that regard something other than the provider (e.g., clinic, facilities, fees, or other staff).
  • Comments that can be proven to be untrue.

Provider ratings will be still included in the providers rating average, even if a comment is excluded for the reasons lisetd above.

Our Provider Review Committee decides whether a comment meets the simple guidelines above and tracks all comments that are removed.

Calculating NHC Providers' Average Ratings

The responses to survey question #19 (on a scale from 0 to 10) will be recalculated to a 5-star rating using this chart. The provider’s overall rating can be calculated as an average of an existing 1-5 rating, and the new 1-10 quarterly rating.

Data under the provider’s rating is updated each quarter to show the number of reviews used to calculate the provider's average rating. (e.g. 4.8 out of 5 (267 ratings)

How is patient information protected?

Patient names are not displayed in online ratings or reviews. All personally identifiable information is removed.

Why don't I see ratings and comments for every provider?

New provider ratings and comments are not published until there are at least 24 completed surveys or least six months of data.

Can anyone post a rating or comment for a provider?

No. Only patients having an outpatient visit by one of our providers may be selected to receive a survey. That means you can be assured these ratings and reviews are based entirely on the opinions of actual patients treated by the provider.

Why don't I see my comments on my provider's page?

If you completed a Crossroads patient survey, are a few reasons you might not see your comment or review on your provider page. The most likely reason is that the survey is a long one with lots of opportunities to share input about your experience. For consistent measurement, we only post comments related to question #19 — “How would you rate your provider?”

Questions about this process? Email info@NHCOregon.org.