About Our Process

Our online providers listing includes outpatient patient ratings and comments about our providers.

We survey all patients who have outpatient visits at Brigham Health using an electronic survey from NRC. Patients receive a survey (via text, email or phone call) after their visit to a BWH provider. The patient comments posted online come from the part of the survey that asks about the experience of care by that provider.

We screen our comments for the criteria listed below. We maintain our patient’s confidentiality, and do not otherwise verify or edit the subjective comments for content.

Before patient ratings are posted, a provider must have:

• Ratings from 20 patients in the past 12 months

Ratings will be calculated based on the most recent 12 months of patient responses.

Before patient comments are posted, a provider must have:

• 5 comments from patients in the last 12 months

Comments and ratings will be posted only for 12 months from the date of a visit.

A patient comment will NOT be posted if the comment has:

• Offensive language- profanity, discriminatory language, personal attacks or threats.
• Protected health information (PHI), that is, personal information about a patient.
• Comments unrelated to the patient experience - eg. Comments about the survey.

Comments will not be posted unless clearly related to the care provided or other relevant aspects of the patient’s overall experience at the encounter.

A provider may have no ratings available for one of the following reasons:

• The provider does not have enough returned patient satisfaction surveys. We call for at least 20 completed surveys on an individual provider before the ratings and comments will be turned on.
• The provider does not see patients in the outpatient setting.

A provider may have no comments available for one of the following reasons:

• The provider has not met our minimum number of 5 comments
• The provider has not met our minimum number of 20 ratings
• The provider does not see patients in the outpatient setting