Patient Experience Scores on [Hospital/Clinic website] [Dateline]

University of Utah Healthcare - First to market with displaying their patient experience scores on their site’s Physician Directory Service Excellence team manually updates the reviews to a master physician database weekly Only reviews with PHI and blatantly defamatory (unrelated to medical service) are removed Displays an average score from ‘1-5’ for each question and physician Only displays when a physician has 30+ reviews Reviewers names are not displayed Case Study

Why should we do this? Transparency – Consumers/Patients have the right to transparency when selecting a physician Reputation Management – We have no control over what gets posted on health review sites like Vitals and Healthgrades – Patient experience data scores will almost always be more positive than anything posted on these review sites (see slide 5) Search Optimization – Google loves reviews, the more the better (see Amazon) – When searching a physician, the site with the most reviews will display first

Example- In organic search, sites with the most ratings will pull up first (Healthgrades, Vitals, etc.) In Dr. [Name] example, his scores are not optimal Healthgrades: # out of # (# reviews) Vitals: # out of # (# reviews) Rate MDs: # out of # (# reviews) Ratings below national average Patient’s will see these reviews when researching [Hospital/Clinic name] physicians [Hospital/Clinic Name] Physician Reputation Insert sample screenshot of a Google search that predates the Reputation solution implementation, showing poor ratings on third-party sites.

Review Comparison – Dr. [Name]. Patient Experience: -# out of # star rating -## reviews * * Only ## days of data Healthgrades: -# out of # star rating -# reviews Vitals: -# out of # star rating -# reviews Rate MDs: -# out of # star rating -# reviews

Process for Posting to [Hospital/Clinic Website] 1.A unique code with be added to each of our employed and clinic member’s physician profile pages on [Hospital/Clinic website] that will automatically pull in our patient experience feed 2.A Service Excellence representative will have access to a portal site that will allow them to view each review and edit for personal health information 3.Each review will remain in a holding pattern until the reviewer selects PUBLISH. 4.Once a review is published, it will automatically feed on to the physician’s [Hospital/Clinic website] page (see example) Insert sample screenshot of a physician profile on your website.

Sample Survey Questions for Inclusion Note: We will have the capability to weight certain questions in calculating “score”

Next Steps 1.Gain Executive Team buy-in to continue process with API partner 2.Identify Service Excellence lead to manage reviews 3.Determine which survey questions we want to include and how we want to weight each one 4.Identify a physician champion to help all physicians understand the intent behind the review inclusion 5.Determine if a “soft launch” is necessary to ease physicians into this change