The Rise of Reviews in Healthcare
Reviews provide insights about the patient experience
Did the doctor provide compassionate care and answer her patient’s questions?
What was the practitioner’s bedside manner?
How long were patients expected to wait before a consultation with a doctor or nurse?
Was the patient’s insurance accepted, or were there surprises in the billing process?
Positive patient reviews help healthcare providers attract more patients
Here’s how UPMC explains its patient survey process:
“Patients treated by UPMC physicians and advanced care providers are randomly chosen to fill out our patient satisfaction surveys. Surveys [are sent] to offer patients a chance to provide feedback about their experience with their provider. Each year, almost 180,000 of UPMC’s patients respond. Results are shared with departments and individuals for continuous opportunities to improve care.”
In the case of UPMC’s program, patients can publish public comments to individual provider pages. Dr. Mary T. Korytkowsk (pictured) has earned a 4.9 star rating (out of 5) across nearly 200 patient surveys. Patient comments on Dr. Korytkowsk’s page provide more context. UPMC recognizes that prospective patients are reading patient reviews to make informed choices. They know that online testimonials are here to stay, and that feedback not only helps them improve, but also helps inform and attract new patients.