Review Requesting Insights from the '24 Healthcare Reputation Report

#1

We released our 2024 Healthcare Reputation Report this week!

In our analysis for this report one thing became clear: patient reliance on crowdsourced feedback means that providers need to prioritize reviews, star ratings and accurate business listings to establish brand trust

  • We know that requesting patient reviews increases average star rating and average review volumes for both Acute Care Hospitals & Physicians (Acute Care Hospitals that review request garner over 6.3X more reviews than those that don’t request and Physicians that review request observe a 69% higher response rate)

WE WANT TO KNOW…
What has worked for your healthcare system in terms of review requesting? Have you had any specific insights that have been identified in your reviews that have allowed for operational improvements??

HERE’S AN EXAMPLE:
One of our healthcare customers noticed that patients were leaving reviews and mentioning that hospital staff were sometimes not responsive and looking down at their phones quite a bit. Turns out they were using a mobile rounding notes app and were actually working on that patient! The healthcare system put signage in the rooms noting that their nursing staff used a work app on their phones and not to worry about attentiveness. Since this addition of signage? Positive review sentiment increased :fire:

Let us know if you’ve identified something similar in your Reputation Insights!

#2

Our organisation began proactively requesting reviews manually in 2019 when I first joined the organisation and highlighted how important these were for patient confidence and SEO. It’s great that within the Reputation dashboard, we can see review volume changes that can be linked back to strategic decisions we made!

However, at the time, we were largely focused on star-ratings as reading through reviews at scale was a time-consuming challenge.

Once we onboarded Reputation, we were able to analyse feedback at local, regional and national scale. However, the real benefit came when we began to automate the process through syncing review requests to the patient journey.

There were some initial concerns that if we asked patients automatically, it may increase negative sentiment and reduce average star rating, but the negative sentiment has remained at 1% despite the high volumes of reviews we receive on a monthly basis, per site.

#3

We have made an emphasis on asking patients to leave a review for the past few years, but it wasn’t until this year with Reputation that we went to an automated text/email request upon patient discharge. Initially, I was concerned that this would result in an increase in negative reviews since before our staff would only ask patients who they had developed a good relationship with and knew would leave positive review. That ended up not being a problem as our total number of reviews have more than doubled year over year, but our negative reviews have not. We analyze feedback through Reputations platform but due to the volume of review responses focus mostly on the occasional negative review we receive and handle it on a case by case basis. We have noticed a trend with issues related to our billing and our team is actively working to resolve those problems.