Patient Experience Ratings & Reviews FAQs

Survey by Medallia

In order to monitor our patients’ satisfaction with their healthcare experience, we partner with Medallia to collect feedback from patients. Medallia leads the market in understanding and managing experience for customers and employees across various industries. Northwestern Medicine engages Medallia to survey our patients and to provide comparative data to enable us to identify opportunities to improve. Patient satisfaction is an indicator of quality health care and a higher score may indicate that a hospital provides a higher level of patient care.

Which providers are eligible to have star ratings and comments on nm.org?

All Northwestern Medicine physicians whose patients are surveyed using the Medallia Ambulatory and Ambulatory-Telehealth surveys.

What questions are included in the Medallia survey and are used in the rating calculation?

The Medallia survey has a “Likelihood to Recommend Provider” question with a 0 to 10 scale (0 – Not At All Likely to 10 – Extremely Likely) that contributes to a provider’s overall star rating. Star ratings are calculated using the following scale:

0 = 0 Star

1,2 = 1 Star

3,4 = 2 Star

5,6 = 3 Star

7,8 = 4 Star

9,10 = 5 Star

Why doesn’t my physician have patient ratings and comments available?

Patient ratings and comments are posted for physicians who see patients in the outpatient setting and have received at least 30 patient experience surveys. A physician will not have ratings or comments available until the minimum number of surveys is received from patients. Physicians will also not be included if their hospital, practice or department is not yet participating in Medallia surveys.

Will all patient comments be posted for participating physicians who have met the minimum number of returned surveys?

Patient comments from Medallia surveys are being posted to physicians’ profile pages. Only comments related to the physician’s bedside manner will be posted.

Comments will not be posted if they are not related to the bedside manner of the physician or care given at the visit, or if they include commentary on technical aspects of care that others could construe as medical advice. Offensive language, potentially slanderous material and personal information about the patient are also deleted from comments before they are posted.

Comments and star ratings are refreshed on a rolling two-year basis from Medallia therefore, comments from more than two years ago and from past survey vendors will not appear on the website.