About our Rating Process
We survey patients who have had an outpatient visit within the Mass General Brigham system. We use a survey vendor called NRC Health. After an outpatient visit, patients receive a survey invitation by email, text message, or phone call. Patients may not get a survey invitation if they have recently completed a survey for another outpatient visit.
In the survey, patients are asked to provide comments about their experience with the provider. The patient comments posted online come from this question. Comments on provider profiles reflect experiences at any location within the Mass General Brigham system.
We review patient comments for certain criteria. For example, sometimes comments may not be posted if there is inappropriate language (like profanity). We also remove references to personal information.
We do not otherwise verify or edit the comments for content. The patient comments posted online should be interpreted as written.
Comments will not be posted unless they clearly relate to the care provided or other relevant aspects of the patient’s experience during the outpatient visit with the provider.
Before patient ratings and comments are posted, a provider must have surveys from at least 30 patients in the previous 12 months.
Comments and ratings will only be posted for 12 months from the date of a visit. The provider ratings are calculated based on the most recent 12 months of patient responses.
A provider may have no ratings or comments available for the following reasons:
- The provider does not have enough returned patient experience surveys (at least 30 surveys in the prior 12 months).
- The provider does not see patients in the outpatient setting.
We appreciate the feedback that we receive through our survey process. Patient comments help us to improve so that we may provide the best possible care experiences.