Recent social media trends are showing that patients, not just angry restaurant visitors, are taking their tales of bad experiences to the public. The entire healthcare industry has been focusing on using an older scoring system to maintain records of overall patient satisfaction. A system that many in the medical field are saying must be done away with. In addition to dated scoring systems, many in the healthcare industry felt that they did not know how to engage the public. Unfortunately, many within the world of health care have no system in place to accurately measure their reputation with the general public.
Another drawback to using an old in-person survey system was getting patients to complete it. In these modern times, people are far more likely to voice their concerns on Twitter or Facebook than they are to write out their experience on a paper form. Many take to social media to express to the world what they are feeling at any given moment. One healthcare provider knew the value of establishing a social media presence; they just needed a bit of help to realize their vision.
Providence Health knew that something had to be done about their online reputation management. Enlisting the help of the Binary Foundation and Press Ganey, Providence Health now had a system that could take online ratings and reviews and put them into an actionable plan. Since implementing this plan, Providence Health has seen a 25-29% increase in total page views for their website, according to a story published on cio.com.
The methods to determine how to create a better system than the days of the paper survey are still being fine tuned. There is currently no widely used online reputation management system in place for the healthcare industry. However, like professionals who develop cures for diseases in the medical field, technology is making the dream of better customer engagement for healthcare organizations a reality. After seeing the immense importance of what customer said about their industry on social media, healthcare organization all across the country rushed to fix an outdated issue.