Probably more than for any other setting, patients rely on information they find online before deciding to visit an urgent care clinic. If you have stellar reviews on Yelp or other online review platforms, you’re in good shape, but the randomness of such sources can be a problem. Sentara Healthcare took matters into its own hands by surveying its own urgent care patients, resulting in 10,000 responses, and posting their results online. Working with National Research Corporation, Sentara included questions posed in the Hospital Consumer Assessment of Healthcare Providers and Systems survey in addition to its own narrative queries. Controlling the questions allows the operator to include areas of particular interest, either uncovering issues that could be corrected or revealing attributes that could be highlighted in marketing campaigns. (For the record, Sentara’s centers got an average score of 4.7 out of 5.)

Collecting Your Own Patient Experience Data May Be More Help than Yelp
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