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
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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
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. . . 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
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M atc h 1
AVOIDABLE SUFFERINGNot understanding treatment
Lack of caregiver empathy
CREATING CONFIDENCE
“Patiently answers all my questions”
Informational Videos
Research Interest
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M atc h 2
AVOIDABLE SUFFERINGTold Tumor Was Inoperable
CREATING CONFIDENCE“absolute faith & trust”
Division Chief
ACS Activities
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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
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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
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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
12 © 2018 Press Ganey Associates, Inc.
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
13 © 2018 Press Ganey Associates, Inc.
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.
14 © 2018 Press Ganey Associates, Inc.
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
15 © 2018 Press Ganey Associates, Inc.
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/
Embracing Consumerism
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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
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control
influence
can’t control
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What We Can Control
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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
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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 . . . . .
22 © 2018 Press Ganey Associates, Inc.
23 © 2018 Press Ganey Associates, Inc.
24 © 2018 Press Ganey Associates, Inc.
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
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