How Online Reviews Influence Consumer - Driven Healthcare · 5 © 2018 Press Ganey Associates,...

How Online Reviews Influence Consumer-Driven Healthcare Chrissy Daniels, MS

2 © 2018 Press Ganey Associates, Inc.

I n f l u e n c e o f O n l i n e Rev i ews

▪ WHY CONSUMERS TURN TO ONLINE PHYSICIAN REVIEWS

▪ WHAT PREDICTS PATIENT LOYALTY

▪ WAYS PHYSICIANS CONTRIBUTE TO DIGITAL DIALOGUE

▪ LATEST TRENDS IN PATIENT SOCIAL MEDIA

Start With Why


I t S ta r t s W h e n A Pat i e nt . . .

A U B R I E H O N E

36 yoAttorney

D E B B E R R E T T 48 yo

Manager, IRS

K E L L I E D A N I E L S

44 yoDirector, BYU

All referred elsewhere by their diagnosing physician All drove 75 miles+ and past other systems for care


. . . I s L o o k i n g Fo r T h e i r D o c to r

J A N E P O R E T TA123 Reviews4.9 0f 5 Stars

E D N E L S O N136 Reviews4.6 of 5 Stars

C Y N T H I A M AT S E N90 Reviews

4.9 of 5 Stars

All Board Certified SurgeonsAll Faculty at NCCI Designated Comprehensive Cancer Center


M atc h 1

AVOIDABLE SUFFERINGNot understanding treatment

Lack of caregiver empathy

CREATING CONFIDENCE

“Patiently answers all my questions”

Informational Videos

Research Interest


M atc h 2

AVOIDABLE SUFFERINGTold Tumor Was Inoperable

CREATING CONFIDENCE“absolute faith & trust”

Division Chief

ACS Activities


M atc h 3

AVOIDABLE SUFFERING

Delay in Access

Driving Anxiety

CREATING CONFIDENCE

“caring, open, honest, calming”

2 Day New Patient Access

Community Practice Location


match.comlove is complicated . match is simple .

A n d T h ey A l l L i ve d H a p p i l y Eve r A f te r

healthcare

National Trends


C O N S U M E R I S M I N H E A LT H C A R E

Do consumer trust reviews?

85%will trust an online review as much as a personal recommendation.

BrightLocal 2017 Local Consumer Review Survey

47%would consider going out-of-network for a doctor with more favorable reviews than those of a doctor in-network.

2016 Software Advice: Patient Use of Online Reviews

Consumerism In Health Care


C o n s u m e r i s m I n H e a l t h ca re

Searching for

providers

90%of people search online EVEN

after receiving a referral from a

PCP or Specialist

Patient Access Journey Report, Kyruus Nov. 2017

https://www.kyruus.com/hubfs/Whitepapers/Kyruus_2017_Patient_Access_Journey_Report.pdf


C o n s u m e r i s m I n H e a l t h ca re

Are consumers sharing their healthcare experiences?

Consumers between the ages of 25-34 are the most active on social media when it comes to sharing their healthcare experiences online.

60% of respondents ages 25-34 say they share their physician and hospital experiences via online platforms, including social media & online reviews.

20% of consumers over 55 years share their experiences online.


Tra n s p a re n c y : N o L o n ge r I f B u t W h e n

0

50

100

150

2013 2014 2015 2016 2017 2018 (projected)

Source info: http://tools.ebennett.org/the-physician-transparency-list/ and Press Ganey, 2018 projections based on systems

who issued/completed RFP for transparency is of 12/31/2017 and have not yet become publically transparent

http://tools.ebennett.org/the-physician-transparency-list/


N at i o n a l A d o pt i o n O ve r 4 Ye a rs

US States with at least one system publically posting comments and reviews12.31.17

Source info: Press Ganey, http://tools.ebennett.org/the-physician-transparency-list/

http://tools.ebennett.org/the-physician-transparency-list/

Embracing Consumerism


P re d i c t i n g L o ya l t y : W h at Pat i e nt s Wa nt

Concern for Worries

Confidence in Provider

Team Works Together

96% LTRLikelihood to Recommend

Press Ganey Drivers of Outpatient Likelihood to Recommend, n=937,000 patients


control

influence

can’t control


What We Can Control


Control: Proactively Addressing Concerns

Concern Feature

Lack of Coordination Team + ProcessFinancial Burden Cost InformationPain & Pain Medicine Pain Management Philosophy

(medication & non medication)Recovery % of patients discharge to home

Early recovery strategiesBeing a Guinea Pig Role of trainees in practice


Influence: How We Adopt Technology

▪ Technology that happens before we’re 20 is NORMAL

▪ Technology that happens between 20 – 35 is INNOVATIVE

▪ Technology that happens after that is . . . . .


3 T h i n g s To Re m e m b e r

PATIENTS EMBRACE AND VALUE TRANSPARENCY

§ 90% of patients seek reviews & comments and use to select a provider.

§ Consumers are looking for doctors with skill, great teams and the ability to respond to their concerns.

PHYSICIANS CAN MEANINGFULLY CONTRIBUTE TO THE DISCUSSION

§ Google Yourself

§ Improve Patient Experience

§ Share Details That Matter to Patients

§ Share Patient Experience Comments On Your Profile

How Online Reviews Influence Consumer - Driven Healthcare · 5 © 2018 Press Ganey Associates,...

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