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Covenant Health is an innovative, Catholic regional delivery network and a leader in values based, not-for-profit health and elder care. We sponsor hospitals, nursing homes, assisted living residences and other health and elder care organizations throughout New England.
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Helping patients make informed decisions

Healthcare consumers considering a provider here at St. Joseph Hospital now have an additional tool to help with their decision – online access to individual provider’s patient satisfaction scores.

The provider patient satisfaction score is an average of all responses received on care delivered by our providers through our nationally-recognized Avatar patient satisfaction survey.

The rankings are based on more than 25 returned patient surveys and evaluate providers on a total of 37 questions.

Patient satisfaction surveys are randomly sent out to patients within a few days of their appointment and not every patient seen by our providers receives one.

We use the feedback we receive to improve all aspects of the patient/provider experience.

What do the ratings mean?

Responses are measured on a scale of 1 to 5 with 5 being the best score.

  • 90th percentile or higher = 5 stars
  • 80-89th percentile = 4+ stars
  • 70-79th percentile = 3 stars
  • 60-69th percentile = 2 stars
  • 59th percentile and below = 1 star

What questions are asked on the survey?

In addition to generic questions about how long one has seen the provider and how many visits and phone calls or other contacts were made in the previous 12 months, each patient surveyed is asked to answer specific questions about the care they have received.  Here is a sampling of questions the survey asks about the patient's most recent visit:

  • Did you see the provider within 15 minutes of your appointment time?
  • During your most recent visit, did the provider explain things in a way that was easy to understand?
  • Did this provider listen carefully to you?
  • Did the provider seem to know important information about your medical history
  • Did the provider show respect for what you had to say?
  • Were clerks and receptionists at the providers office as helpful as you thought they should be?
  • Did clerks and receptionists at the provider's office treat you with courtesy and respect?
  • Would you recommend the provider's office to family and friends?

 

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