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Guide to Patient Satisfaction Surveys and Ratings

Arkansas Children’s values the relationships we have with our patients, their families and caregivers.  As part of our commitment to excellence, we now post our providers patient satisfaction ratings online.

We are committed to excellent patient and family-centered care and an exceptional patient experience. 

About Our Survey

Arkansas Children’s is focused to providing an exceptional experience in every care interaction. We measure all aspects of patient satisfaction. In order to ensure that we are holding ourselves to the highest standards, we partnered with an independent, third-party patient satisfaction company.  They provide the technology to complete our survey, display ratings and post comments on our provider's profile pages. All ratings are submitted by verified Arkansas Children’s patients and families.   

Who Receives the Survey?

Patients and families receive the survey via interactive voice recognition phone call, email or text message within a few days following their visit. Patients and families are asked to complete the survey and share their feedback on their experience and provider. We use this feedback to celebrate what we are doing well and look for opportunities to improve.

Who is considered a provider?

The term provider can mean your doctor, nurse practitioner, physician assistant or therapist.  We also ask questions about your interactions with our care team and staff members, including nursing staff. 

Do You Post All Comments?

Arkansas Children’s is committed to transparency. Every provider star rating is published and comments are posted regardless whether they’re positive or negative. However, we do not post comments that are libelous, profane, those that risk the privacy of our patients, those that reference names other than the provider seen or other situations. 

What Questions Do We Ask?

The surveys ask patients and families to evaluate how their experience at Arkansas Children’s was.  Below are some examples of the questions we ask:

  • Did this provider explain things in a way that was easy to understand?
  • Did this provider listen carefully to you?
  • Did this provider give you easy to understand instructions about taking care of these health problems or concerns?
  • Did this provider seem to know the important information about your medical history?
  • Did this provider show respect for what you had to say?

Patients and families will receive different surveys based on where they were seen in the hospital.  Every survey has an open-ended question on it and we truly value the comments from our patients and families. 

Why Don’t We See Patient Ratings and Comments for Every Doctor or Provider?

We share data and information for our outpatient providers (Doctor, nurse practitioner and physician assistant) at this time.  Additionally, we require a minimum of 30 completed patient surveys per provider before we post a provider’s star rating. Over time, with more surveys received on an ongoing basis, the number of rated physicians will increase.

Can anyone complete a survey or post a comment about a provider?

No, only verified patients and families who were seen at Arkansas Children’s will receive a survey.

How is patient information protected?

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