More Hospitals Tracking Online Reviews, Patient Satisfaction Scores

CAL/AAEM News Service calaaem.news.service1 at gmail.com
Thu Jul 2 14:48:46 PDT 2015



 

June 4, 2015

 

More Hospitals Tracking Online Reviews, Patient Satisfaction Scores 

 

 

 
<http://www.ihealthbeat.org/articles/2015/6/4/more-hospitals-tracking-online
-reviews-patient-satisfaction-scores> iHealthBeat

 

 

Hospitals are looking to better control their online presence and improve
patient satisfaction ratings, the Washington Post reports.

 

Background

 

Individuals have increasingly been comparing online hospital reviews as they
shop for medical care amid rising out-of-pocket costs, according to the
Post.

 

However, online reviews are less likely to focus on treatments and more
likely to focus on their experiences, such as:

. Convenience;

. How quickly they received care; and

. Whether providers were kind to them.

 

According to the Post, most negative physician reviews relate to wait times
and scheduling, as opposed to the care itself.

 

In contrast, providers are more likely to focus on the clinical aspects of
care, like how effective treatments were.

 

Hospital Efforts

 

To address the disconnect, some hospitals are increasing efforts to monitor
and control their online reputations by hiring "reputation management" staff
who use new tools to monitor real-time data and assess what patients are
posting about physicians.

 

Reputation management staff then can:

. Engage patients by responding to questions and comments on social media to
help resolve any potential issues that could lead to negative reviews;

. Identify specific trends in the reviews and share the information with
providers so they can address the issues; and

. Use the monitoring technology to survey patients and to potentially push
positive comments out to ratings websites.

 

Meanwhile, some hospitals have launched their own online physician rating
systems. For example, Cleveland Clinic's ratings site uses information from
patient satisfaction surveys to display physician ratings on a five-star
scale. The website, which is updated weekly, includes providers that have
been reviewed by at least 30 patients and displays both negative and
positive comments.

 

Another strategy hospitals are using is to boost providers' connections with
their patients. For example, one technology called HealthLoop allows
physicians to follow up with patients daily through "virtual visits," in
which patients are sent individualized emails. The emails contain questions,
advice and reminders specific to their conditions. The patients then can
email questions and photos back to their providers (Sun, Washington Post,
6/3).

 

 

 

Jeff Wells
Deputy Editor, CAL/AAEM News Service

 

Brian Potts MD, MBA
Managing Editor, CAL/AAEM News Service

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