Sentara first health system to share urgent care center ratings online

Norfolk, Va.-based Sentara Healthcare is pushing the envelope in transparency by becoming the first health system to make aggregate patient survey ratings of its urgent care centers available to the public. 

The system has rolled out ratings online for seven of its eight urgent care centers in Hampton Roads area in Virginia and the process of publishing ratings is underway at the eighth. The ratings, which are now live online, are based on more than 10,000 patient responses to surveys administered by the National Research Corporation. 

The results of these surveys are compiled into an aggregate score using a five-star scale and published online. The urgent care centers rate an average of 4.7 out of 5 stars. Individual physician ratings are not included until that provider has a minimum of 30 completed patient surveys. Sentara said it expects the number of rated providers to increase on an ongoing basis. 

Sentara is also publishing individual comments, both positive and negative, with the exception of those with profane content, detailed private information or commentary on providers, departments or other visits not associated with the urgent care centers. 


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