From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Dwight McBee, Chelsea Murtin

As health care consumers seek online reviews to inform their decisions, medical facilities are exploring ways to improve patient experience outcomes and provider reputation. Patient experience teams are playing increasingly important roles in actively managing and improving providers? online reputation. This session?s presenters will describe how multiple academic urban medical groups within the Temple University Health System developed the structure and process to manage provider reputation. Participants will learn about Temple?s approach for leveraging online patient reviews to drive provider engagement around data transparency and incorporating online reviews into performance improvement activities, through the evolution of the complaint and grievance process.