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Article | April 12, 2016
“Never again will I make the mistake of coming to this hospital.” Yelp Review, 3/1/2016
In today’s super-connected world, word of mouth referrals have taken on new life and increased influence. Ninety-two percent of consumers read online reviews, and, according to a Harvard Business School paper, an organization can see their revenue grow by five to nine percent with every one star rating increase on Yelp. As high deductibles continue to rise, consumers have begun to research their healthcare options and their provider with the help of online reviews and others’ opinions.
In fact, a recent study has found that Yelp rates patient experiences better than the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). Specifically, Yelp reviews dive into assessments of clinical experience, billing and hospital costs. More importantly, feedback is not limited to discharged patients: families and care givers are sharing their stories and recommendations.
What does this mean for healthcare providers? They’re no longer catering only to their patients’ needs, but to the expectations of families and care givers. If not prepared, healthcare organizations’ reputations can be dramatically impacted.
How to prepare for online reviews:
Patient satisfaction is expanding beyond the hospital’s facility. Consumers—be they patients themselves or friends and family members—are evaluating hospitals’ brand and performance after their visit; whether it’s the billing practices, customer service, or responses to online reviews. Healthcare providers prepared for these changes will stand apart from their competition.