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Today, there are a myriad of ways that patients can share their experiences with hospitals and health systems online. In this episode, hosts Reed Smith and Chris Boyer focus on two systems: Yelp and HCAHPS and discuss their differences, and how organizations should view both in the larger scheme of measuring patient experience. Featuring an expert interview with B.G. Porter of the Studer Group in which he discusses the impact consumerism is having on how hospitals can measure and solicit input from their customers.
Mentions from the Show:
- What can Yelp teach us about measuring hospital quality?
- What Yelp can tell you about a hospital that official ratings can’t
- Yelp Hospital Reviews Capture More Than HCAHPS Surveys
- The HCAHPS Survey – Frequently Asked Questions
- The Studer Group online
- B.G. Porter of the Studer Group
