How Online Reviews Influence Consumer- Driven Healthcare. Chrissy Daniels, MS
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1 How Online Reviews Influence Consumer- Driven Healthcare Chrissy Daniels, MS
2 Influence of Online Reviews WHYCONSUMERSTURN TO ONLINEPHYSICIANREVIEWS WHATPREDICTSPATIENT LOYALTY WAYS PHYSICIANSCONTRIBUTE TO DIGITAL DIALOGUE LATEST TRENDS INPATIENT SOCIALMEDIA 2
3 Start With Why
4 It Starts When A Patient... AUBRIE HONE 36 yo Attorney DEB BERRETT 48 yo Manager, IRS KELLIE DANIELS 44 yo Director, BYU All referred elsewhere by their diagnosing physician All drove 75 miles+ and past other systems for care 4
5 ... Is Looking For Their Doctor JANE PORETTA 123 Reviews 4.9 0f 5 Stars ED NELSON 136 Reviews 4.6 of 5 Stars CYNTHIA MATSEN 90 Reviews 4.9 of 5 Stars All Board Certified Surgeons All Faculty at NCCI Designated Comprehensive Cancer Center 5
6 Match 1 AVOIDABLE SUFFERING Not understanding treatment Lack of caregiver empathy CREATING CONFIDENCE Patiently answers all my questions Informational Videos Research Interest 6
7 Match 2 AVOIDABLE SUFFERING Told Tumor Was Inoperable CREATING CONFIDENCE absolute faith & trust Division Chief ACS Activities 7
8 Match 3 AVOIDABLE SUFFERING Delay in Access Driving Anxiety CREATING CONFIDENCE caring, open, honest, calming 2 Day New Patient Access Community Practice Location 8
9 And They All Lived Happily Ever After match.com love is complicated. match is simple. healthcare 9
10 National Trends
11 Consumerism In Health Care CONSUMERISM IN HEALTHCARE 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 innetwork Software Advice: Patient Use of Online Reviews 11
12 Consumerism In Healthcare Searching for providers 90% of people search online EVEN after receiving a referral from a PCP or Specialist Patient Access Journey Report, Kyruus Nov
13 Consumerism In Healthcare Are consumers sharing their healthcare experiences? Consumers between the ages of are the most active on social media when it comes to sharing their healthcare experiences online. 60% of respondents ages 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. 13
14 Transparency: No Longer If But When (projected) Source info: 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 14
15 National Adoption Over 4 Years US States with at least one system publically posting comments and reviews Source info: Press Ganey, 15
16 Embracing Consumerism
17 Predicting Loyalty: What Patients Want Confidence in Provider Team Works Together Concern for Worries 96% LTR Likelihood to Recommend Press Ganey Drivers of Outpatient Likelihood to Recommend, n=937,000 patients 17
18 can t control control influence 18
19 What We Can Control 19
20 Control: Proactively Addressing Concerns Concern Lack of Coordination Financial Burden Pain & Pain Medicine Recovery Being a Guinea Pig Feature Team + Process Cost Information Pain Management Philosophy (medication & non medication) % of patients discharge to home Early recovery strategies Role of trainees in practice 20
21 Influence: How We Adopt Technology Technology that happens before we re 20 is NORMAL Technology that happens between is INNOVATIVE Technology that happens after that is
22 22
23 23
24 3 Things To Remember 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 24
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