About the Survey
Patient Satisfaction Surveys and Star Ratings and Reviews
MaineGeneral Medical Center values the partnerships we have with our patients and their loved ones. We are committed to providing you the information you need at your fingertips to make informed decisions about your health care, and about the physicians and other medical staff who walk the care journey with you. As part of that commitment, we now post our practitioners’ patient satisfaction ratings online, as well as average star ratings of service lines.
You'll see medical staff star ratings on their profiles (under Find a Doctor and in other areas of the website). Reviews of medical staff are also found on their profile web page. Service line pages show the average rating of the medical staff that work in that service.
We have developed this guide to help patients, family members and those considering appointments with MaineGeneral Medical Center clinicians understand how we capture and report our patient experience ratings.
About Our Survey and Displayed Star Ratings and Reviews
MaineGeneral Medical Center is focused on providing an exceptional experience in every care interaction. All ratings are submitted by actual patients and verified by a leading company in the patient satisfaction industry. We measure all aspects of patient satisfaction. To make sure we hold ourselves to the highest standards, we partner with an independent patient satisfaction company. National Research Corporation provides the technology to display ratings and comments on our website.
Who Receives the Survey?
The survey is sent to all patients at MaineGeneral Medical Center survey locations within several days of their visit. Patients are asked to complete the survey and provide comments regarding specific aspects of care. We use this feedback to improve and enhance the care we offer.
Do You Post All Comments?
MaineGeneral Medical Center 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. All provider ratings are published even if comments are not.
What Questions Do We Ask?
We calculate our star ratings based on responses to the survey questions below. The data displayed is from the past 12 months.
Rating Questions
- Did you trust the care team with your care?
- Did the care team give you enough information about your health and treatment?
- Did the care team include you in discussions about your care?
- How likely would you be to recommend this facility to your family and friends?
For our MaineGeneral Express Care surveys, we ask slightly different questions and calculate our star ratings based on responses to those questions. The data displayed is from the past 12 months.
Express Care Rating Questions
- Did you trust the care team with your care?
- Did the care team explain things in a way you could understand?
- Did the care team listen carefully to you?
- How likely would you be to recommend this facility to your family and friends?
Why Don't We See Patient Ratings and Comments for Every Medical Staff Member?
According to best practice in health care, more data provides a more accurate picture. That’s why we require a minimum of 30 completed patient surveys per medical staff member before we post their rating. Over time, with more surveys received on an ongoing basis, the number of rated practitioners will increase.
Additionally, a small number of MaineGeneral departments, such as MaineGeneral Workplace Health, are not surveyed by NRC and therefore are not part of the ratings and reviews.
Can anyone complete a survey or post a comment about a physician?
No. Only patients having an outpatient visit by a MaineGeneral Medical Center medical staff person may be selected to receive a survey. The results are based entirely from patients who have been treated by the practitioner.
How is patient information protected?
Patient names are not displayed through the online ratings and commentary reviews. All personally identifiable information is removed before we display comments and ratings.
