Join | Print Page | Contact Us | Your Cart | Sign In | Register
Guest Blog
Blog Home All Blogs
The Beryl Institute invites members to submit posts on patient experience related topics. For guidelines and information on submitting a post for consideration, contact michelle.garrison@theberylinstitute.org.

 

Search all posts for:   

 

Top tags: patient experience  healthcare  patient  communication  culture  Leadership  patient engagement  HCAHPS  empathy  physician  compassion  perception  physicians  survey  caregiver  data  employee engagement  family engagement  healing  Hospital  community  Consumerism  Expectations  improving patient experience  interactions  pediatric  person-centered care  relationship  voice  collaboration 

I’m an Industry Professional. Where I Go For Healthcare Recommendations Might Surprise You

Posted By Cally Ideus, Tuesday, March 27, 2018

I don’t like to think of myself as just a demographic. However, as a 43-year-old mother of five, I can’t help but identify with a famous trope in healthcare: women as the “Chief Medical Officers” of their households.

If you’re a woman, perhaps you can relate. We’re the healthcare gatekeepers for our families: 92% of us assist our loved ones with navigating care; 80% of household care decisions happen on our say-so. And research suggests that when we make these decisions for our loved ones, we rely heavily on social media to guide us.

As a professional in the industry, I understood all of this intellectually. But it took two overlapping health episodes to make me feel, on a visceral level, why we household Chief Medical Officers depend on social media to navigate our healthcare choices.

Where We Turn in a Crisis

The crisis began with a close friend’s devastating diagnosis. Just a year ago, before she got sick, we were skiing buddies. At 58, she was impossibly athletic, and she’d sailed past me on black-diamond courses without breaking a sweat. It was inconceivable that she’d ever become ill—until, of course, she did.

A week before Christmas, she learned that she had been diagnosed with inoperable, Stage IV soft-tissue carcinoma in her lungs. The prognosis was bleak. Stunned and scared for her, I wanted to lend a hand. The least I could do would be to help her find the best doctor she could.

I believed I was well equipped for this. My work puts me in contact with dozens of health systems on a regular basis, which meant I knew many knowledgeable professionals whom I could have called for a recommendation.

But I didn’t use those contacts at all. Instead, I started my search like over 80% of all healthcare consumers: online. In the heat of the moment, when I desperately wanted my friend to be in good hands, I felt compelled to turn to Google, Facebook, and star ratings on provider websites for validation.

Unfortunately, another panicked healthcare search experience would follow shortly thereafter when I got a phone call from my college-aged son. “Mom,” he told me, “I’m lying on the floor and I can’t get up.”

That frightened me. At the risk of sounding boastful, I can say that my son’s a very robust young man. A tri-sport athlete in high school, he once played through a serious bout of pneumonia, over my protests. If a health problem had literally floored him, I knew it must be serious.

My first instinct was to send him to the emergency room. After consulting with my sister, a medical professor at the nearest hospital, I learned that the ER had a serious backlog, and wouldn’t be able to see my son for four hours. My brother-in-law, a doctor, suggested urgent care.

So once again, I found myself (somewhat frantically) trawling through Google search results, trying to find a high-quality urgent-care clinic that could see him right away. My sister and brother-in-law pitched in as well—not by speaking with their colleagues, but by scanning Google results for top doctors in the area.

The reviews, provider websites and patient comments we found pointed the way to a nearby urgent-care provider, to whom I felt comfortable bringing my son. We got him an appointment, and learned that he had an extremely severe case of mono. A few weeks of bed rest later, and he was well again. Sadly, I never received a survey to compliment the amazing caring staff that took care of my son and his frantic mother. I did leave my reviews where I could, however, and raved to all who would listen on Facebook.

I wish I could say the same in conclusion to my friend’s fight with cancer. Despite our best efforts to secure her care, the insurmountable diagnosis ultimately claimed her life. Her voice lives on through her eternal comments left on social media, giving credit to the care she received throughout her journey.

The Emotional Pull of Stars

These are just two instances of how I—a relatively sophisticated and health-literate consumer—found star ratings on social media and provider websites irresistible when I needed help finding a provider. I’m certain that similar experiences happen thousands of times a day, all over the country. (In fact, there’s data to prove it: "Patient Ratings/Reviews" contain the most important information needed on a hospital website, according to the 2016 National Healthcare Consumer Study by NRC Health Market Insights.)

I believe that’s because of the unique frame of mind that a health crisis imposes on us. Such times can be frightening and extremely stressful, leaving us hungry for guidance, validation, and certainty. While no one can guarantee results in healthcare, I believe that we find comfort in the wisdom of the crowd.

Health systems looking to attract adult women, the gatekeepers of care for their families, should take note. Your online presence matters, a lot. And in cultivating it, you’ll be well served by giving your patients a voice, and by being transparent with what they have to say.

The more reviews accumulate, on your own website and elsewhere, the more information patients will have to help them with their care decisions. In moments of crisis, that information makes all the difference in the world—especially for “Chief Medical Officers” like me.

Cally Ideus is a combat veteran and international human intelligence scholar, and currently serves as a business development manager for NRC Health. In her role, Cally helps healthcare providers thrive in a consumer-driven economy by providing holistic customer intelligence essential to designing and delivering care experiences that surprise, delight, and inspire loyalty.

Her passions run deep for faith, family and justice. This is one of the reasons she speaks on multiple veteran and human intelligence subjects, but her favorite is “Battle ground on the home front” a story of survival after returning home. Cally lives in Nebraska on a ranch with her husband Jerod and sons Dalton, Quintin, Collin, Garret, and Mason. Her life wouldn’t be complete without the unconditional love of her two dogs, Daisy and Ziba.

Tags:  patient experience  perception  reviews  social media  star rating 

Share |
PermalinkComments (2)
 

Why You Should Take Online Reviews Seriously

Posted By Tashfeen Ekram, MD, Monday, July 17, 2017
Updated: Monday, July 17, 2017

At the root of it, many physicians fear the impact and the effort it takes to manage online reviews. A Harvard study published this year showed 78 percent of physicians believed engaging with online patient reviews would increase their job stress, while a smaller group believed it would negatively affect the physician-doctor relationship. But in today’s digital world, the importance of online reviews is undeniable. After all, a staggering 77 percent of patients visit review sites before choosing a physician.

Healthcare is a Marketplace, and Patients Have High Standards

With the greater emphasis on smart decisions in today’s consumer-driven world, patients have high expectations before they walk through the door. Patients want to know what the experience is like in your practice. Did they read that the front desk staff was warm, welcoming, and thorough? Did they read how you took fifteen extra minutes to help a patient understand a drug’s side effects? Or how the bedside manner of some of your doctors was lacking? The answers are likely yes.

Patients who trust their doctors are more likely to experience satisfaction with them. Seeing a number of online reviews can help patients develop trust with a physician or practice.  Reading online reviews affirms confidence in your patient’s decision. Feeling empowered is a good start for many patients, especially when placed in a new situation, like visiting a referral specialist. Patients simply want a positive healthcare experience.

It’s Time To Be Intentional About MACRA

With the recent adoption of MACRA, the government is prioritizing quality of care. We hear again and again that the goal of value-based care is to lower healthcare costs while improving healthcare outcomes. An article from the Harvard Business Review states, “We must move away from a supply-driven health care system organized around what physicians do and toward a patient-centered system organized around what patients need.”

Unless all your patients have a very close relationship with you, you won’t always know exactly what your patients need—or where you can improve. Online reviews can show you just where your quality of care may be lacking.

What kind of information are patients looking for in your reviews? A statistic showed that 28 percent of patients searched for a practice’s care quality statistics. Star ratings, other patients’ experiences, and doctor backgrounds followed closely in importance. It seems that like the government, patients are looking for information about the quality of care you provide.

Using Reviews to Your Advantage

Online reviews can impact your practice, reputation, and even your relationship with your patients. While they can be a source of anxiety for some physicians, they can also be a tool to boost patient satisfaction and market your practice.  

According to one statistic, 90 percent of consumers read 10 or more reviews online before trusting a business. It’s simple: the more reviews you have, the more patients will perceive you to be credible and trustworthy. And the more they’ll be at ease when they visit you for the first time.

Of course, there will always come a time when the dreaded negative online review happens. The review may be pointing out an actual area of improvement for your clinic, or even something completely arbitrary and out of your control. However, responding tactfully and professionally to negative reviews is just as important as having positive reviews. After all, the internet’s eyes are watching.  

Additionally, there are a few tools out there that help minimize negative reviews. Luma Health is a patient communication platform, which sends text messages asking patients for feedback after appointments. If patients rate the visit an 8 or above, they get redirected to a review website of your choice (like Yelp, Google, Facebook, Healthgrades, RateMDS). If patients rate the visit 7 or below, they’re directed to a private feedback form that’s sent directly to your clinic. This minimizes public negative reviews, allowing you to address matters with patients directly to make it better.  

No matter what the complaint was, apologize to the patient and thank them for taking the time to leave a review. Then invite them for an offline discussion where you can get a better understanding of what they’re really concerned about. Readers—and the unhappy reviewer—will appreciate the openness, helping you build your transparency.

Tashfeen Ekram, MD, is a radiologist, self-taught coder, healthcare innovator and Co-Founder of Luma Health. Contact him on Twitter at @tashfeenekramMD.

 

Tags:  patient satisfaction  physicians  reviews  transparency 

Share |
PermalinkComments (0)
 

Stay Connected

Sign up for our informative series of monthly e-newsletters from The Beryl Institute.

The Beryl Institute
1560 E. Southlake Blvd, Ste 231
Southlake, Texas 76092
1-866-488-2379
info@theberylinstitute.org