Patient guide to patient satisfaction surveys and ratings

Encompass Health values the partnerships we have with our patients and their loved ones. We understand the importance of making informed decisions about your healthcare. As part of our commitment to transparency we now share our hospitals’ patient satisfaction ratings online. Who you choose to walk the care journey with is no easy task, but we are here to share our expertise and experiences so you are comfortable when the time comes to make a decision.  
 
This guide will help you understand how we capture and report our patient experience ratings so you can make the best decision based on real, relevant feedback from our patients and their caregivers.  
 
About Our Survey
Encompass Health is focused on providing exceptional patient care. All ratings are submitted by actual patients, and to ensure we are holding ourselves to the highest standards, we’ve partnered with a third-party company that is a leader in the patient satisfaction industry, National Research Corp. National Research Corp. verifies ratings and provides the technology to display ratings and comments on our hospital websites. 
 
Who Receives the Survey?
The patient satisfaction survey is mailed to eligible Encompass Health hospital patients a few days after their stay. Patients who receive the survey are asked to provide comments and ratings regarding specific aspects of care. We use this feedback to improve and enhance the care we offer and share comments and ratings to the appropriate hospital website in a timely manner.  
 
Do You Post All Comments?
Encompass Health 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. 
 
What Questions Do We Ask? 
Encompass Health uses the most nationally recognized inpatient rehabilitation hospital survey. The survey asks patients to evaluate how well the rehabilitation hospital 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.
 
Similar to consumer reviews, responses to standardized questions within the survey are used to formulate easy-to-understand star ratings. We calculate our star ratings based on responses to the below questions from the patient satisfaction survey.  
 
  • Overall rating of care you received during your stay?
  • Likelihood of your recommending our facility to others?
 
Can anyone complete a survey or post a comment about a hospital?
No. Only Encompass Health hospital patients having an inpatient stay may be selected to receive a survey. The results are based entirely from patients who have actually been treated in our rehabilitation hospitals.
 
How is patient information protected?
Patient names are not displayed through the online ratings and commentary reviews. All personally identifiable information is removed prior to display.