About patient reviews and comments

At OrthoIndy, we know how important it is to find a health care provider you trust. That’s why we are committed to providing the highest level of orthopedic care to the patients we serve. To help you make an informed decision about your orthopedic provider, each physician has a star rating based on the responses collected from our patient feedback survey. The following information will help you understand how our patient feedback is converted into a star rating.

About the survey

OrthoIndy has partnered with NRC Health to provide each patient with a survey after their recent visit to OrthoIndy. NRC Health administers the survey via text message and email to all new patients/per physician/per year.

NRC integrates survey feedback into a star rating for each physician, location and specialty. The star ratings are shared on the physician’s individual profile page, the individual location pages and specialty pages.

What questions are asked on the survey?

We ask the same questions on each patient survey.

  1. Were you seen by this provider in a timely manner?
  2. Did this provider listen carefully to you?
  3. Did office staff at this provider's office treat you with courtesy and respect?
  4. If you spoke with the office by phone, was the person you spoke with helpful?
  5. How likely would you be to recommend this provider to your family and friends?
  6. How likely would you be to recommend this facility to your family and friends?
  7. What else would you like to say about your experience?

Are all comments posted?

We value transparency, which is why we post both positive and negative comments, which the following exceptions:

  • Offensive, slanderous, libelous or profane language
  • Names or detailed descriptions that jeopardize patient privacy/confidentiality
  • Comments about other providers, departments or instances of care

Comments are posted on the fifth of every month.

Which physicians are included in the ratings?

Only OrthoIndy orthopedic surgeons, physiatrist or non-operative pain management specialists are includes as those physicians who have made a commitment to transparency for potential patients.

Why don’t I see ratings and comments for everyone?

Industry best practice is clear that more data provides a more accurate picture. That’s why we require a minimum of 30 completed patient surveys per provider before we post a provider’s rating. Over time, with more surveys received on an ongoing basis, the number of rated providers will increase.

A physician’s rating will only be posted on the site when he/she has a minimum of 30 completed surveys.

How do you calculate star ratings for physicians?

OrthoIndy utilizes the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Clinician and Group Practice survey, which was developed by the Agency for Healthcare Research and Quality for use in hospitals and medical practices across the country. The surveys ask patients to evaluate how well their physician 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.

We calculate our star ratings based on responses to the below questions from the CG-CAHPS survey. 

  1. How likely would you be to recommend this provider to your family and friends?

Can anyone complete a survey or post a comment about a provider?

No. Only new patients visiting an OrthoIndy clinic or urgent care facility will receive a survey.  

How are specialty and location ratings calculated?

These ratings are calculated by averaging the individual ratings of the providers who practice at that location or practice significantly in that subspecialty. Each location will then display the star rating of that practice location.