Penn Medicine recognizes the importance of patient input when defining the patient experience. For years, we have collected patient satisfaction data to guide improvements in care delivery. This data has been used internally to measure both clinical and operational performance. Consumers today, however, are demanding greater access to this type of data to aid in making important health-care decisions. In response to this growing demand, on November 16, 2016, Penn Medicine is launching Patient Provider Satisfaction Ratings – a pioneering initiative in the Philadelphia region that will allow consumers to find ratings and reviews on Penn providers via pennmedicine.org.
In this age of technology and data, peer-to-peer review websites like Yelp and Angie’s List have empowered consumers to provide online reviews about goods and services, and, thus, share their recommendations to a large audience instantaneously. With the proven success of obtaining recommendations online, it is no surprise that consumers have turned to the Internet when choosing a physician or one hospital over another. According to the Journal of the American Medical Association, 59% of consumers surveyed said online ratings are somewhat to very important in the decision-making process about their care providers. Many third-party review sites, however, allow unverified reviews and use unreliable sample sizes to obtain their data. Furthermore, because health-care is not their core business, the metrics these sites use to rate a provider are rudimentary. So who better than health-care experts themselves to engage the patient base with industry standard tools to produce accurate, reliable data?