When patient experience managers at Prisma Health saw how third-party reviews led the online conversation about their healthcare organization, they launched a plan to take back control of its digital reputation.
To do so, they implemented a transparency program that leveraged first-party survey data to significantly boost web traffic and increase appointment requests by 56%.
Prisma Health receives about 800 new survey comments per week. While many of them can be reviewed and dealt with quickly, a significant portion fall into “gray areas” where discussion is required for whether to include or exclude a comment.
With that in mind, they had to decide how many providers to include and which types of employees were appropriate to spend their time on those duties.
Prisma Health’s transparency leaders created presentations that explained the many benefits of tracking and displaying these survey comments. But providers also wanted to know exactly how star ratings were calculated and how they were involved in the appeals process.
To gain their trust and participation, the transparency program’s leaders needed to listen and be empathetic, but also needed quantitative and anecdotal data to garner physician buy-in.
Prisma Health paired Binary Fountain’s Star Ratings solution with the right team of organizational leaders and a clear, fair appeals process to launch its transparency initiative. It also had a weekly call with partners at Binary Fountain and Press Ganey, who supplied advice on who to include and how to handle pushback from frontline providers.
With six months of survey feedback that had been analyzed by our platform, Prisma Health went live internally with physician champions. Binary Fountain used its Natural Language Processing (NLP) technology to analyze each review every quarter, before sending them to the organization’s transparency leaders for approval and rejection.
Providers received quarterly reports including their Patient Feedback Score, frequently mentioned topics from surveys, and benchmarks among other physicians. Those robust physician profile pages were then used as examples to bring in other providers and publish reviews to their pages.
Prisma Health set up transparent criteria for publishing reviews, detailing which topics were “black-and- white” in terms of exclusion, like PHI, comments related to survey tool, profanity and billing. Criteria in gray areas, which the appeals committee spent the most time on, were more subjective and debatable.
The healthcare organization also frequently edited comments instead of excluding them outright, in order to publish as many valuable reviews as possible.
For Prisma Health’s patient surveys, results for both its “rate provider” and “MD communication” questions improved substantially since transparency went live externally – meaning ratings were displayed publicly on physician profile pages.
In about 18 months, its CGCAHPS Rate Provider score increased from the 75th percentile rank to the 83rd. Meanwhile, its CGCAHPS MD Communication Domain score increased from the 60th percentile rank to the 72nd.
As for website metrics, Prisma Health saw appointment requests increase by 56%, unique page views increase by 17%, and average time on page increase from 46 seconds to 80 seconds since implementing Binary Fountain’s transparency solution.
And there’s much more.