![Patient Experience Scores on [Hospital/Clinic website] [Dateline]](https://present5.com/presentation/e7385746779761dc9634ce89b4cc60c1/image-1.jpg "Patient Experience Scores on [Hospital/Clinic website] [Dateline]")
Patient Experience Scores on [Hospital/Clinic website] [Dateline]
Case Study University of Utah Healthcare - • First to market with displaying their patient experience scores on their site’s Physician Directory • Service Excellence team manually updates the reviews to a master physician database weekly • Only reviews with PHI and blatantly defamatory (unrelated to medical service) are removed • Displays an average score from ‘ 1 -5’ for each question and physician • Only displays when a physician has 30+ reviews • Reviewers names are not displayed
Why should we do this? • Transparency – Consumers/Patients have the right to transparency when selecting a physician • Reputation Management – We have no control over what gets posted on health review sites like Vitals and Healthgrades – Patient experience data scores will almost always be more positive than anything posted on these review sites (see slide 5) • Search Optimization – Google loves reviews, the more the better (see Amazon) – When searching a physician, the site with the most reviews will display first
![[Hospital/Clinic Name] Physician Reputation Example- • In organic search, sites with the most ratings](https://present5.com/presentation/e7385746779761dc9634ce89b4cc60c1/image-4.jpg "[Hospital/Clinic Name] Physician Reputation Example- • In organic search, sites with the most ratings")
[Hospital/Clinic Name] Physician Reputation Example- • In organic search, sites with the most ratings will pull up first (Healthgrades, Vitals, etc. ) • In Dr. [Name] example, his scores are not optimal • Healthgrades: # out of # (# reviews) • Vitals: # out of # (# reviews) • Rate MDs: # out of # (# reviews) • Ratings below national average • Patient’s will see these reviews when researching [Hospital/Clinic name] physicians Insert sample screenshot of a Google search that predates the Reputation solution implementation, showing poor ratings on third-party sites.
![Review Comparison – Dr. [Name]. Patient Experience: Healthgrades: - - # out of #](https://present5.com/presentation/e7385746779761dc9634ce89b4cc60c1/image-5.jpg "Review Comparison – Dr. [Name]. Patient Experience: Healthgrades: - - # out of #")
Review Comparison – Dr. [Name]. Patient Experience: Healthgrades: - - # out of # star rating ## reviews* # out of # star rating # reviews * Only ## days of data Rate MDs: Vitals: - - # out of # star rating # reviews
![Process for Posting to [Hospital/Clinic Website] 1. A unique code with be added to](https://present5.com/presentation/e7385746779761dc9634ce89b4cc60c1/image-6.jpg "Process for Posting to [Hospital/Clinic Website] 1. A unique code with be added to")
Process for Posting to [Hospital/Clinic Website] 1. A unique code with be added to each of our employed and clinic member’s physician profile pages on [Hospital/Clinic website] that will automatically pull in our patient experience feed 2. A Service Excellence representative will have access to a portal site that will allow them to view each review and edit for personal health information 3. Each review will remain in a holding pattern until the reviewer selects PUBLISH. 4. Once a review is published, it will automatically feed on to the physician’s [Hospital/Clinic website] page (see example) Insert sample screenshot of a physician profile on your website.
Sample Survey Questions for Inclusion Note: We will have the capability to weight certain questions in calculating “score”
Next Steps 1. Gain Executive Team buy-in to continue process with API partner 2. Identify Service Excellence lead to manage reviews 3. Determine which survey questions we want to include and how we want to weight each one 4. Identify a physician champion to help all physicians understand the intent behind the review inclusion 5. Determine if a “soft launch” is necessary to ease physicians into this change
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