Wednesday, November 2, 2016

The PSI Profile - 3 Ways to Utilize Consumer Feedback From Social Media for Provider Assessment

How many of you know your credit score, or even check to see what it is?  Ever wonder what is a good credit score, and why this little three-digit number is so crucial to your financial well-being?

Having a less than stellar credit score can impact whether or not you qualify for a loan, get a lower interest rate or insurance premium, get that job offer you have been wanting, and even have an effect on whether or not you can get your utilities turned on.  Your credit score defines how trustworthy you are from a financial perspective, but also from a personal one too. The more responsible you are in paying your bills on time the higher your credit score. Wouldn’t it be interesting if you had a score by which you could judge the “responsibility-ness” of a Provider?

Consumers are increasingly voicing their patient-physician experience online – and they’re being heard by providers nationwide. Our partners at Binary Fountain have created the first-ever standardized, real-time physician social index (PSI) score based on attributes patients consider when choosing a physician. Binary Fountain collects data from over 100+ online sources, including social media, review sites, advocacy forums, blogs and other sources. PSI Scores like credit scores are scaled from 100 to 999. Scores are weighted against the author’s rating, volume of feedback, richness of source content, and the source’s influence on online audiences.

Listen to our Webinar EchoPSI Profiles: Monitoring Patient Feedback on Providers to discover how PSI shares the patient’s experience and adds their voice to support your organization’s provider analytics activities, and we will walk you through how best to utilize the data from your providers’ social indexes.

First and foremost, a PSI can be used as progressive benchmarking tool. You can employ the information to do comparative reporting between providers of similar specialties to identify best practices and thresholds. This data can be included in initial and re-credentialing activities, as well as Ongoing and Focused Professional Practice evaluations (OPPE and FPPE). Compare patient experience metrics across locations within your organization, and against local and national healthcare groups can help your organization gain a competitive advantage.

Second, data can be used in finding areas for improvement to take action on that can increase patient satisfaction. Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys ask consumers and patients to report on and evaluate their experiences with health care. These surveys cover topics that are important to consumers and focus on aspects of quality that consumers are best qualified to assess, such as the communication skills of providers and ease of access to health care services. Results from the CAHPS surveys are used by Center for Medicare and Medicaid Services (CMS) in determining Diagnostic Related Group payment for each hospital.

Letter grades are assigned to key performance indicators such as amount of time spent with patient, clarity of instructions, thoroughness of examinations and more in the PSI profile based on online social feedback. Your hospital can utilize this information to identify trends, examine root causes and take action on those crucial items that can affect CAHPS scores and ultimately hospital reimbursements.

Finally, a provider’s social index can be used to promote positive feedback, and to turn satisfied patients into brand champions. What areas are your providers especially good at? Is it "a great bedside manner" or “takes time to explain things and puts patients at ease”? Then make sure their stories are told across the organization.

When Patients Use Online Reviews
Word-of-mouth marketing is still important to healthcare audiences. The informal conversations among family, friends and co-workers will continue to be an important driver of referrals. However online reviews of healthcare providers are even more important. In fact, the number of patients using online reviews jumped 68 percent from 2013 to 2014, one survey found. The reality is, however, online reviews are not only the accepted form of “informal referral” they actually are a driver of whether a patient will select your services.

Social media has a powerful presence.  Patients may not always tell you that they had a good or bad experience, but they will definitely tell their friends and family. Slow service and bad food reviews can definitely hurt a restaurant’s reputation online, so don’t get caught off guard with your hospital's reputation from your providers’ social index.

Now that you know what a PSI is and what you can do with it, why not take the necessary steps to ensure your providers’ “social credit” scores are a good as they can be. What to learn more? Click here.

1 comment:

  1. Consumer feedback has been used in different manners and tasks for the improvement in the business plans of the economists. All the profiteering has been done for the satisfaction of the people. Now it has been challenged and idealized for the wholesome conditions for the people.


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