Patient Family Ratings and Reviews Process

All ratings and reviews on our providers come from patient families at Phoenix Children’s. We use an independent company called National Research Corporation (NRC) to send a survey to families after a patient visit. By using an external vendor, we ensure the information you see is not biased. 

Families answer the question, “How would you rate this provider?” on a scale of zero to 10, with 10 being the best. Provider ratings are based on this question and converted to a five-point star rating, which updates on the Phoenix Children’s website nightly. 

For reviews, families have the option to submit a written comment about their provider. We manually review each comment to confirm it is appropriate to publish.

A provider’s rating will not show on their profile if: 

• They have fewer than 30 ratings in the last 24 months. 
• Their average rating is less than four stars. 

Ratings and reviews are collected for providers employed or contracted by Phoenix Children’s, who perform outpatient clinic services. Former employees and contractors who remain affiliated with Phoenix Children’s may retain their published ratings and reviews within these criteria and guidelines. We do not publish ratings and reviews for emergency medicine, urgent care, inpatient or surgical services.

Ratings for Phoenix Children’s Pediatrics providers were included as of January 2024. 

We manually review all patient family comments to determine if they meet eligibility guidelines to be posted on provider profiles. We only publish positive reviews. We do not modify any comments but may not post a comment if:

• It includes personal identifiable information (PII) or protected health information (PHI). 
• It is not directly related to the provider or visit. 
• It includes disrespectful or offensive language.
• It is not in English and NRC cannot systemically translate it to English.

Our published provider reviews include clinic visits starting in April 2024. Reviews will include the past 24 months, starting in April 2026.

Protecting patient health information is a top priority. We store all survey responses in our secure, password-protected server. Our published ratings and reviews do not include patient or family names. We also don’t post reviews with health details that could identify the patient.

Patient families receive standardized patient experience surveys after their clinic visits at Phoenix Children’s. When patient families receive surveys depends on their visit type and how often they visit.