• How Do Top Box Ratings Work?

    Patient satisfaction scores for individual Wellmont Medical Associates providers

    At Wellmont Medical Associates, our providers – including doctors, nurse practitioners and physician assistants – are rated on a 10-point scale.

    The Top Box score is a commonly used rating system in the health care world. It refers to the percentage of patients who respond to patient-satisfaction surveys and indicate excellent overall performance for their health care provider.

    To be specific, the patient rated the provider as a 9 or 10 overall (out of 10) across all performance categories.

    What types of questions are on the patient-satisfaction survey?

    Overall rating

    To rate the overall performance of – and your overall satisfaction with – your health care provider, you will be asked:

    Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider?

    This is the question the Top Box score is based on.

    Other questions

    In addition to the overall score, the survey will include questions in categories such as:

    Getting timely appointments

    • If you called to get an appointment for care you needed right away, did you get an appointment as soon as you needed?

    Communication

    • Did this provider explain things in a way that was easy to understand?
    • Did this provider listen carefully to you?
    • Did this provider spend enough time with you?

    Follow-up on tests

    • When this provider ordered a test for you, did someone from this provider’s office follow up to give you those results?

    Helpful, courteous and respectful office staff

    • Were clerks and receptionists at this provider’s office as helpful as you thought they should be?
    • Did clerks and receptionists at this provider’s office treat you with courtesy and respect?

    Though these questions, as well as some additional ones, don't impact the Top Box score, they should give you a sense for other aspects of care and patient satisfaction we evaluate besides the overall provider rating.

    Who gets surveyed?

    After visiting a Wellmont Medical Associates provider, you might be given the opportunity to take a patient satisfaction survey.

    You will be surveyed – even if you are no longer receiving care from the practice, clinic or provider – if you meet the following criteria:

    • Are an adult patient 18 years and older
    • Had at least one visit to the selected provider in the past three months
    • Your visit was in-person, face-to-face with a provider
    • For pediatric patients, a parent or guardian might also receive a survey to complete on behalf of the child

    Bottom line?

    Ultimately, the goal is for our providers to give a high level of service while maintaining the highest levels of care and safety.

    Though Top Box scores are just one piece of the puzzle, we believe these ratings are a good way to measure provider performance over time. And our hope is these scores provide a greater level of transparency and useful information to better help you in choosing a provider.

    No two health care providers are alike. Between two highly rated providers with nearly identical Top Box scores, you might feel more comfortable with one, while a friend might be more comfortable with the other.

    The key thing is to find a provider you trust. If you’re looking for one, we’ll do our best to assist you in finding the right person to help you – whether you are trying to maintain your health or need to heal from an injury or illness.