Improving DCH Health System’s Online Reviews 

April–June 2024

Scottie McBride

In February 2024, DCH Health System faced a significant challenge: a low number of online reviews, with only 58 reviews across various platforms. This low engagement not only affected the organization’s online reputation but also influenced potential patients’ perceptions and trust in the services provided by the three hospitals under DCH Health Systems. Recognizing the impact of online reviews on healthcare decisions, a strategic initiative was undertaken to address this issue.

The primary problem was the low number of online reviews for DCH Health System. Key issues identified included:

1. Limited Patient Engagement: Patients were not actively encouraged or motivated to leave reviews.
2. Lack of Awareness: Many patients were unaware of the platforms where they could leave reviews.
3. Negative Reviews: The few existing reviews were mixed, with some negative feedback overshadowing the positive experiences.

Objectives

The objectives of the initiative were:

1. Increase the Number of Reviews: Grow the number of reviews from 58 in February to over 200 by June.
2. Enhance Overall Rating: Improve the overall rating by addressing negative feedback and encouraging positive reviews.
3. Boost Patient Engagement: Encourage more patients to share their experiences online.

Strategy and Implementation

The following strategies were implemented to achieve the objectives:

1. Patient Outreach Campaign:

  – Personalized Requests: Implemented a system where patients received personalized emails or text messages post-visit, requesting them to leave a review.

  – Follow-Up Calls: Staff made follow-up calls to patients, thanking them for their visit and gently reminding them to share their feedback online.

2. Review Stations:

    – Tablet Initiative: Equipped staff with tablets to assist patients in leaving reviews during their discharge process.

3. Awareness:

  –Awareness Campaign: Utilized posters, flyers, and digital screens within the hospitals to inform patients about reviews.

4. Staff Training:

  – Empowerment: Trained staff on the importance of online reviews and how to encourage patients to leave feedback.

  – Scripts and Guidelines: Provided staff with scripts and guidelines for requesting reviews in a manner that felt natural and non-intrusive.

5. Addressing Negative Feedback:

  – Response Manager: Established myself as a dedicated manager to monitor and respond to reviews, addressing concerns and showing appreciation for feedback.

  – Improvement Plan: Used negative feedback to identify areas of improvement and implement necessary changes to enhance patient experience.

 Results

By June 2024, the initiative had successfully achieved its goals:

1. Increased Reviews: The number of reviews increased from 58 in February to 256 in June, surpassing the target.
2. Improved Ratings: The overall rating improved as more positive reviews were added, balancing out the negative feedback.
3. Enhanced Patient Engagement: There was a noticeable increase in patient engagement and satisfaction, as reflected in the reviews and feedback.

 Conclusion

The success of the initiative to increase online reviews for DCH Health Systems can be attributed to a comprehensive strategy that focused on patient engagement, staff involvement, and responsive feedback mechanisms. The significant increase in reviews not only enhanced the organization’s online presence but also fostered a culture of continuous improvement and patient-centered care.