Austin Regional Clinic

Austin Regional Clinic

Austin Regional Clinic

Ana Pokorney

Ana G. Pokorney, Health Guide

Healthiness Program

ARC Patient Feedback

Guide to ARC Patient Feedback and Ratings

Austin Regional Clinic (ARC) doctors, staff, and leadership are committed to providing our community with high quality convenient care. One of the ways we demonstrate this priority is through our online transparency.

You can review our provider ratings and comments on our web site with the confidence that they are all based on verified visits. We post all patient feedback relevant to the visit and only refrain from posting comments that are libelous, profane, or those that risk the privacy of our patients.

The below guide provides details about how we collect and share our patient feedback.

Who runs the survey?

ARC partnered with the local Austin company Humm Systems to collect patient feedback about their doctor’s visit. We gather feedback from tablets in our exam rooms and text surveys. Humm is an independent third party customer feedback company that provides the technology to collect the feedback and display ratings and comments on our web site. All ratings are submitted by actual patients and verified by ARC.

How do patients receive the survey?

Patients for whom we have a mobile phone number receive a text survey within two hours of checking in for their visit. Tablets with the feedback survey may be available in the exam room or at the front desk. Patients are asked to complete the survey and provide ratings and comments regarding their experience at different touch points of their visit. We use this feedback to recognize doctors and staff, identify issues we can correct, and enhance our care.

Do you post all positive and negative comments?

ARC posts all positive and negative patient feedback that is relevant to the visit. We refrain from posting comments that are libelous, profane, or those that risk the privacy of our patients.

What questions do we ask?

ARC asks five basic questions that touch on the overall patient experience related to their visit. Anyone seeking detailed information about each question can view the ratings for each specific question on the Reviews tab on the provider bio page on the website. We calculate our provider star ratings based on the responses to question number four below. We calculate our location star ratings based on the responses to all the below questions.

  1. Ease of making appointment
  2. Helpfulness of front desk staff
  3. Helpfulness of medical staff
  4. Did doctor or NP/PA provide you with the care you expected?
  5. How likely is it that you refer a friend or family member to this doctor or NP/PA?

Why don’t all providers display a rating?

Since more recent data provides a more accurate picture, we require a minimum of 30 patient surveys per doctor in the last 12 months before we post a physician’s rating.

Why can I only see comments from the last 30 days?

ARC physicians and staff review all comments and act to rectify issues. Since the purpose of the feedback is to allow us to improve the overall patient experience we display the last 30 days of comments which are the most relevant for the practice.

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

No. Only patients having an outpatient visit by an ARC physician receive a survey. The results are based entirely from patients who have actually been treated by the physician in our clinics.

How is patient information protected?

Patients are anonymous when they fill out the feedback tablets. There is no personally identifiable information displayed at any time.

ARC Far West
📞 512-346-6611📞 512-346-6611

More Info

I grew up playing soccer and have always enjoyed being active. At age 15, I was diagnosed with a chronic illness and had to find a way to manage it. I learned that focusing on my diet and making lifestyle changes helped improve my energy and continue my active lifestyle. As few resource were available to me at that time, I decided I wanted to be a resource for others who want to make lifestyle changes and improve their lives. I believe in empowering others through support, guidance, education, and compassion. I value the patients’ time, thoughts, and concerns, recognizing that each patient is in a different place on their health journey. It is very fulfilling for me to be a trusted resource and guide for them.

Personal Summary

Because her father was in the Air Force, Ana Pokorney lived in several places growing up, including Alaska, Florida, and her “most favorite,” Texas! When she’s not working, Ana enjoys running, playing soccer, being outdoors, and spending time with her family, which includes two young children. She says the family “stays busy with fun activities all over Austin.” Her favorite local spots include Zilker Park for family activity, and Shady Grove to sit under the trees and have a good meal. “And it’s always a great bonus when there is live music, too!”

Services Offered

Joined ARC

2018

Education

B.S. in Nutrition, The University of Texas at Austin, 2015

Certification

Certified Personal Trainer

Comments or Questions?