CHRISTUS Trinity Mother Frances Health System Debuts Provider Star Ratings - CHRISTUS Trinity Mother Frances Health System

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Published on September 21, 2018

CHRISTUS Trinity Mother Frances Health System Debuts Provider Star Ratings

Ratings sourced directly from anonymous patient surveys

(Tyler, Texas) – Patients have a quick and direct resource to help them choose a provider at CHRISTUS Trinity Mother Frances Health System as the system debuted their brand-new provider star ratings system on September 1, 2018, at CHRISTUSTMF.org.

"Providing effective health care means more than just helping someone when they are sick; it means providing the best possible experience for our patients whenever they visit a CHRISTUS Trinity Clinic location or provider," said Scott Smith, M.D., SVP CHRISTUS® NETX, Institute Chair – Primary Care and Vice President of Primary Care Operations, CHRISTUS® Latin America. "Getting feedback from the people we serve is a key to understanding how we can get better and improve that experience."

The ratings are drawn from surveys gathered by Press Ganey, an independent third party, and provided by patients of each physician and advanced practice provider (such as nurse practitioners). They will be available on the CHRISTUSTMF.org website for CHRISTUS Trinity Clinic providers that have been seeing patients for at least 3 months. Ratings will also be visible in Google. Ratings will first be available for physicians in Tyler, Winnsboro and Jacksonville, with physicians located in Palestine, Longview, Texarkana and Sulphur Springs areas to follow soon after.

The questions used in the survey are aimed at measuring provider-patient interactions and improving each patient’s experience when they visit a provider in the clinic or hospital setting. The answers given by patients are aggregated to produce a star rating, from 1-5 (best), for each provider. The questions referenced for the ratings address: an overall doctor rating, friendliness and courtesy of the provider, the concern shown for a patient’s questions/worries, the effort made to include the patient in treatment decisions, the amount of time the provider spends with the patient and the explanations they provide about a patient’s problem or condition, among others. The results are fed directly to the CHRISTUSTMF.org website and updated for each provider monthly. Comments provided by patients will also appear for each provider.

"Hearing from our patients is just so incredibly important to us," said Annamari Dietrichson, Regional Director of Patient Experience for CHRISTUS Health Northeast Texas. "This is a digital age, and patients are used to looking up reviews on everything from restaurants to hair salons with just a few clicks. Patients want to know about their health care providers too – and this is a wonderful opportunity for us to provide that information to them from a direct, unbiased source, and also for us to learn from what they’re saying. CHRISTUS Trinity Mother Frances Health System was just recognized with the Outstanding Patient Experience Award by HealthGrades. However, it is critically important that we build on these successes as we move forward in the ever-changing health care landscape."

Through the new online provider star ratings, CHRISTUS Trinity Clinic aims to provide patients with transparent, easy-to-access data to help them choose the health care provider that best suits their needs.

"The mission of CHRISTUS Health is to extend the healing ministry of Jesus Christ, and that goes beyond simply seeing patients, ordering tests and writing prescriptions," said Steven Keuer, M.D., President of CHRISTUS Trinity Clinic. "We want to treat the whole individual, and that means communicating with our patients and listening to what they have to say in order to improve every aspect of our care and how we can best serve the communities we call home."

Reviewed by WK on September 21, 2018