Reputation.com’s 2019 Healthcare Reputation Report Makes Case for Investing
in Reputation Management as a Key Element in Improving Patient Experience
REDWOOD CITY, Calif. — MARCH 19, 2019 — Reputation.com, the first and only complete cloud-based enterprise reputation management platform, today released its 2019 Healthcare Reputation Report, which gauges online patient sentiment about their experiences at healthcare organizations across the country. This year’s report analyzed patient reviews for more than 3,800 hospitals, which showed a strong correlation between Reputation Score and revenue. The analysis makes a strong case for health systems and providers to invest in reputation management tools as part of their strategy to improve online reputation and gain actionable insight into patient experience.
Reputation Score is a comprehensive index of a health system’s or provider’s digital presence and in-person patient experience. To calculate this score, Reputation.com applied artificial intelligence, machine learning and sentiment analysis to unstructured text in reviews of more than 3,800 hospitals. Organizations with a high Reputation Score have 29 percent higher revenue per bed than those with a low Reputation Score; specifically, hospitals with a Reputation Score in the top 25 percent have $1.2 million higher revenue per bed than those with Reputation Scores in the bottom 25 percent.
This year, the hospitals with the highest Reputation Score in overall patient experience were:
#1: Duncan Regional Hospital in Duncan, OK with a Reputation Score of 834
#2: Houston Physicians’ Hospital in Webster, TX with a score of 809
#2: Lakeview Regional Medical Center in Covington, LA, also with a score of 809.
The findings underscore that in order to stay relevant and win in this increasingly competitive landscape, healthcare organizations must optimize every element of their digital strategy. Getting found online, being chosen for care, and improving patient experience based on customer feedback are critical elements of this strategy, all of which can be effectively monitored and measured using reputation management methodologies.
Patient Experience Can Predict Success for Hospitals
The 2019 Healthcare Reputation Report emphasizes that prolific use of social media and online review sites means that the patient journey starts at the first search for a provider and continues through to post-care when patients leave reviews. Thus, it is critical that healthcare organizations develop and pursue reputation management strategies to improve the patient experience.
Specifically, healthcare providers should carefully and regularly review and manage their online consumer reviews to identify and address issues, spot trends and ultimately improve care delivery. Reputation Score is determined by every touchpoint a patient has with a health system — from location and provider listings, to star ratings, to optimization of doctor profiles on a website. By routinely analyzing their Reputation Score, hospitals can manage each patient touchpoint effectively and track success along the way.
The complete “2019 Healthcare Reputation Report” can be downloaded here.
Reputation.com delivers the only integrated SaaS platform that helps location-based enterprises improve their reputation with consumers online and onsite, across the entire customer journey – from finding a location on search, to conversion, to operational improvements that deliver a better customer experience.
Reputation.com technology has managed tens of millions of consumer reviews, surveys and social media interactions across hundreds of thousands of online points of presence for global companies spanning 77 industry verticals, including healthcare, retail, automotive, hospitality and others. Reputation.com is a World Economic Forum Global Growth Company and is funded by the same top-tier venture capital firms that backed Google, Facebook, Cisco and Microsoft. To learn more, visit www.reputation.com.