Page Header

About Us

A A

A Guide to Patient Satisfaction Surveys and Provider Ratings

Sampson Regional Professional Services values the partnerships we have with our patients and their loved ones.  We are committed to providing you with the information you need to make informed decisions about your healthcare and about the physicians and other providers who walk the care journey with you.  As part of that commitment, we now post our practice providers' patient satisfaction ratings online.  To assist you, we've developed this guide to help patients, family members, and those considering appointments with Sampson Regional Professional Services providers understand how we capture and report our patient experience ratings.

About Our Survey

Sampson Regional Professional Services is focused on providing an exceptional experience in every care interaction.  All ratings are submitted by actual patients and verified by a leading company in the patient satisfaction industry.  We measure all aspects of patient satisfaction.  To ensure that we are holding ourselves to the highest standards, we partner with an independent patient satisfaction company.  National Research Corporation provides the technology to display ratings and comments on our provider profile pages.

Who receives the survey?

The survey is mailed to randomly selected patients of Sampson Regional Professional Services within a few days following their appointments.  Patients are asked to complete the survey and provide comments regarding specific aspects of care.  We use this feedback to improve and enhance the care we offer.

Do you post all comments?

Sampson Regional Professional Services is committed to transparency.  That means posting all relevant feedback--whether it's positive or negative.  However, we do not post comments that are libelous, profane, or those that risk the privacy of our patients.  Every provider rating is published regardless of comment status.

What questions do you ask?

Sampson Regional Professional Services utilizes the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Clinical and Group Practice survey, which was developed by the Agency for Healthcare Research and Quality for use in hospitals and medical practices across the country. The survey asks patients to evaluate how well their physician communicated, listened, and showed courtesy and respect toward them.  Results are used to evaluate patients' overall perception of care and to identify areas for improvement.

We calculate our star ratings based on responses to the below questions from the CG-CAHPS survey.

Physician Communication Questions

  • Physician Communication Questions
  • 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?
  • Did this provider spend enough time with you?

Overall Rating Question

  • 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?

Why don't we see patient ratings and comments for every doctor?

Industry best practice is clear that more data provides a more accurate picture.  That's why we require a minimum of 30 completed patient surveys per doctor before we post a physician's rating.  Over time, with more surveys received on an ongoing basis, the number of rated physicians will increase.  A physician's rating will only be posted on the site when he/she has a minimum of 30 completed surveys.  

Ratings are only delivered for providers on Sampson Regional Medical Center's site who are employed physicians through Sampson Regional Professional Services.  This includes:

  • Carolina Pain Center
  • Clinton Urgent Care
  • Sampson Medical Group
  • Sampson Surgical Services
  • Sampson Women's Center

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

No. Only patients having an outpatient visit by a Sampson Regional Professional Services provider may be selected to receive a survey. The results are based entirely from patients who have actually been treated by the provider.

How is patient information protected?

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