The report outlines four ways in which providers can use feedback to improve the patient experience:

Improve the ER experience. "Our analysis of reviews reveals that hospitals can improve the ER experience in areas such as staff interactions," the report says. "That, coupled with improvements in waiting area amenities like Wi-Fi, can impact the ER experience. We noticed criticisms of the professionalism of ER staff, ranging from rude receptionists to staff who lacked empathy. This feedback underscores the importance of providing a great patient experience throughout the entire journey to receive care."
Manage appointments more effectively. Scheduling a doctor's appointment remains a notoriously frustrating experience, largely because of long wait times to get in to see the doctor. One alternative for physicians to explore is relying more on tools to help patients treat issues that may not require an appointment in the first place.
Communicate value for care more effectively. People are less likely to complain about the affordability of care when they believe they are getting valuable care. Physicians do not always communicate the outcomes they are delivering as well as they could. Moreover, being more attentive and compassionate could provide the intangible that makes people feel they are valued.
Consistently request feedback. Asking for feedback unlocks that silent majority of patients who had a great experience but otherwise wouldn't have written a review.

Instant Insights /

Engagement with patients separates top-rated health care providers from the pack