Sites such as Yelp have given consumers the expectation of being able to read reviews of businesses prior to choosing their services – and that extends to healthcare. A recent piece for PatientEngagementHIT highlights how providers should focus on tackling negative patient feedback head-on to mitigate its detrimental effects and improve engagement.
When patients post reviews on websites such as RateMDs and Angie’s List, providers have no control over what is said. Whether positive or negative, emotions can run high when it comes to a person’s healthcare experience, especially when thrown into the realm of social media. A small discrepancy in treatment can turn into a catastrophic indictment with just a few keystrokes.
As such, many providers have begun to collect patient feedback directly. That way, patients can air their grievances directly to the provider. This also means that providers can directly address patients’ concerns and work to improve through direct dialogue. Spartanburg Regional Healthcare System Senior Physician Development Consultant Mary Reid, RN, BSN spoke to her system’s approach:
More and more, we’re trying to get to the issue while the patient is still in the office and deal with it that way rather than broadcast it on social media … If we didn’t have in-office review surveys, it would just be a wild back and forth on social media. Nine times out of 10, that would turn out to be a negative situation.
Patient feedback is a fickle thing, but even the worst criticism can be used to benefit your practice. Still, it’s a good idea to consider collecting feedback in-office to open dialogue between patients and providers.