NRC Transparency Solution Passes New Milestone in Pursuit of Customer-Centric Health
Thursday, April 7, 2016
Lincoln, Nebraska, April 7, 2016 – National Research Corporation (NRC), the parent company of The Governance Institute, has established itself as the market leader in patient experience transparency, publishing over 2.5 million ratings and reviews from verified patients since going live with its first health system partner less than 24 months ago.
Industry-leading health systems collectively operating more than 300 hospitals and employing over 70,000 physicians have now partnered with NRC to transform the way consumers find and select healthcare providers. “Enabling health systems to transparently share their patient experience survey results in a consumer-friendly five-star format has enabled the voices of more than 2.5 million patients to educate consumers and improve the way care is delivered,” said Andrew Ibbotson, Vice President at NRC.
Researchers at Baystate Health—an NRC transparency partner—recently conducted a 530-consumer study in their local market, finding 62 percent of patients would find reviews of Baystate physicians to be “very helpful” and 65 percent would be more likely to make an appointment with a provider who had online reviews.
Dr. Evan M. Benjamin, Chief Quality and Population Health Officer for Baystate, said, “We want to lead the trend in reviews on providers, not follow along and see comments on sites like Yelp, which may or may not be based on direct experiences. Publishing our patient experience data has allowed our patients to provide feedback to our providers that lets them hear how much they are appreciated and highlights opportunities for improvement.”
“Many of our health system partners have experienced a 10 to 20 percent improvement in their patient experience scores after sharing them among their providers and then transparently to the public,” explained Ibbotson. “We’ve also seen a measureable increase in the number of patients scheduling new
appointments as a direct result of getting their physician profile pages to organically appear at the top of Google search results.”
NRC was the first vendor to enable hospitals and health systems to automatically calculate and publish not only provider-specific ratings and reviews, but also aggregated ratings and reviews for all of their providers, service lines and clinics.
NRC has since added new capabilities for its physician, patient experience and marketing users, including automated monthly scorecards to help drive improvement in how physicians deliver care to patients and an integrated monitoring solution to automatically track everything being said online about a health system and its providers.
About National Research Corporation
For 35 years, National Research Corporation (NASDAQ: NRCIA and NRCIB) has built on its promise to empower customer-centric health. Today, its solutions enable real-time enterprise feedback to move organizations beyond compliance to a new benchmark: measuring what matters most to each patient and healthcare consumer.
To learn more about transparency and real-time feedback solutions from NRC, call 800-388-4264 or visit www.nationalresearch.com.