Provider Survey Scores

New Hanover Regional Medical Center’s commitment to leading our community to outstanding health includes listening to what our patients tell us about their care and using that feedback to continually improve.  We’re also now sharing survey data and comments for our NHRMC Physician Group outpatient practices so consumers can access the information when choosing a healthcare provider.

About the survey

We partner with Press Ganey, an independent company that works with hospitals and physician practices across the county, to administer the Centers for Medicare & Medicaid Services (CMS) Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CGCAHPS) surveys to randomly selected patients shortly after their appointments.   Responses are then shared with National Research Corporation (NRC) to translate the scores to a five-star rating scale for posting on the websites.

Which providers have survey scores and comments

At this time, we are only publishing ratings and comments for providers who see patients in the NHRMC Physician Group practices.  We also wait until they have at least 30 returned surveys so there is an adequate sample size.

Survey questions  

Survey scores and comments are fed from the Physician Communication section of the CGCAHPS Survey. The questions address how well the provider explained things, listened, showed respect, gave easy to understand instructions, spent time, and knew medical history.

Which patient survey comments are published

Both good and bad comments are posted unedited.  However, reviewers will remove comments that:
  • Violate patient confidentiality or privacy
  • Reference the wrong provider
  • Only describe the survey, rather than the care
  • Use offensive, abusive or malicious language

Frequency of updates

Scores and comments are updated monthly.