Austin Regional Clinic

Austin Regional Clinic

Austin Regional Clinic

Kay Nelson

Kay L. Nelson, MD

Family Medicine

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 install feedback tablets in our exam rooms to collect patient feedback at the time of the doctor’s visit. 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?

Tablets are either available in the exam room or at the front desk. All patients can provide feedback on the tablets at any time during or after their visit. 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 Feedback tab on the provider bio page on the website. We calculate our star ratings based on responses to 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.

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.

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.

Dr. Nelson is currently accepting new patients.
ARC Kelly Lane
📞 737-220-7200📞 737-220-7200

More Info

I went into medicine because I was once treated badly by a physician, and I knew I could use my communication skills and natural empathy for people to provide a gentler experience for my patients. I use my education and general knowledge of medicine to partner with my patients and help them navigate through the options on their healthcare journey.

Personal Summary

Dr. Nelson’s father was in the Air Force, so she grew up all over the world. When she is not at work, Dr. Nelson enjoys reading, spending time in natural surroundings, and playing with her grandchildren.Her favorite locales are Zilker Park in Austin, and Hanover’s in Pflugerville, where she hears her brother’s band, Skyrocket!

Professional Positions and Honors

Dr. Nelson is a member of
  •  Travis County Medical Society 
  •  American Academy of Family Physicians 
  •  American Board of Family Physicians

Recommended Resources

📅 Request an Appointment with Kay L. Nelson, MD

Joined ARC



BS, Pre Med, Louisiana State University, Shreveport, LA, 1990

Medical School

Louisiana State University Medical Center, Shreveport, LA, 1994

Residency / Internship

University of Alabama Family Practice Residency Program, Tuscaloosa, AL, 1997


Family Medicine

Comments or Questions?