Dr. Greg Burke, chief patient experience officer at Geisinger, says the physician-lead organization starting posting patient reviews after seeing how well the University of Utah Health Care’s Press Ganey scores improved after becoming transparent and posting online reviews.
Since its implementation, Gesinger uses the patient reviews to help ground and inspire its clinicians, Burke said. At the system’s leadership meetings, which include about 400 individuals across 10-12 sites, President & CEO Dr. David Feinberg will begin with an email he received from a patient describing how he or she felt about the care experience.
Whether positive or negative, the stories have an impact on fellow clinicians, Burke notes. Positive reviews that share how a physician went above and beyond the call of duty can help inspire others, while negative reviews can highlight areas of improvement and keep clinicians grounded. “Stories are great learning tools but probably impact behavior and culture more than metrics,” Burke said.