What is HIPAA? The Health Insurance Portability and Accountability Act of 1996 (HIPAA) protects a patient’s health information. The regulations of HIPAA require healthcare providers to follow privacy guidelines so that a patient’s health information remains confidential. The law applies to everyone who works for a healthcare organization. This makes responding to reviews a tricky one; you…

The patient is a consumer. As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health. He says that while it’s important for a hospital to be…

Technology is shaping the patient experience. That experience starts with how patients choose and search for providers. According to research by ReviewTrackers, 66 percent of consumers say online reviews are “influential” or “highly influential” when choosing a local primary care physician. And on top of that, 35 percent of all searches are local, according to…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: University of Minnesota Health Clinics and Surgery Center experienced a 14 percent increase in new-patient growth due to innovative design, which lends itself well to efficiency. An Example of the Future Patients might…

Online reviews and public feedback from other patients are an important research tool for healthcare consumers.   According to a report by a medical online reviews firm 77 percent of patients read online reviews as the first step to finding a new doctor or physician. What’s more, from 2013 to 2014, the amount of patients using online reviews increased…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: the definition of patient experience differs across the healthcare industry. Subscribe to receive these stories and more every week in your inbox. The definition of the patient experience varies depending on the healthcare…

Healthcare—Managing Online Reviews and Patient Feedback

Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Two healthcare industry thought leaders say the industry needs to use the patient perspective as a metric to assess the value of healthcare. Subscribe to receive these stories and more every…

The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit, to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The summit is considered to be one of the leading conferences for executives in marketing, strategy, and physician relations from healthcare-related organizations. Award-winning customer feedback software company…

What is HCAHPS?

In healthcare, online review sites and social media have quickly emerged as one of the most heavily used platforms giving voice to patient feedback. Often, they also provide accurate online predictions of consumers’ patient experience at hospitals. Research studies show that patient ratings on widely used, publicly available healthcare review sites, significantly correlate with mortality and readmission…

There is a vital shift happening right now in healthcare. People are bringing technology-fueled expectations to their patient experience, and they are demanding innovation in the way care is delivered and managed. Just like in retail, travel and transportation, financial services, automotive, and nearly every industry, the old fee-for-service and fix-what’s-broken approach is no longer…