Austin Regional Clinic

Austin Regional Clinic

Austin Regional Clinic

Victoria Chen

Victoria I. Chen, DO

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 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.

Dr. Chen is currently accepting patients at: Book Now ARC Quarry Lake
📞 512-338-8388📞 512-338-8388

More Info

Family Medicine allows me to continue a life-long relationship with my patients and grow alongside them. I enjoy seeing the whole family together because it gives me a more complete picture of my patient’s daily life and their social interactions. I am a firm believer that the physician-patient relationship is a two-way street. I am here to listen, teach, give recommendations, and work with my patients on their health journey. I believe patients should take ownership of their health and take the necessary steps to gain control of a well-balanced life, and together, we can tackle issues to promote a healthier lifestyle.

Personal Summary

In her free time, Dr. Chen can often be found at a rock-climbing gym, reading at a coffee shop, or hanging out with friends in their homes. She is also involved in her local church and enjoys reaching out to college students, nursing home residents, or children’s ministry. She also volunteers for medical mission trips, most recently to the Dominican Republic. Dr. Chen says her favorite local spots are Mount Bonnell or the 360 Bridge, “where I can just overlook nature and be reminded of the bigger picture.”

Services Offered

Professional Positions and Honors

Dr. Chen holds these memberships and honors:
  • Member, Travis County Medical Society
  • Member, American Academy of Family Physicians
  • Member, American Osteopathic Association
  • Silver Recognition, Translating Osteopathic Understanding into Community Health, 2015

Recommended Resources

Joined ARC

2020

Education

BA in Biology and Business Foundations Degree, The University of Texas at Austin, 2013

Medical School

University of North Texas Health Science Center at the Texas College of Osteopathic Medicine, Fort Worth, TX, 2017

Residency / Internship

Heritage Valley Health Systems, Beaver, PA, 2020

Languages

Chinese

Comments or Questions?