These days, more and more patients of all types are going online to find — or complain about — their doctors. A recent study in Health Affairs found that hospital patients are sharing more patient satisfaction information with Yelp than with traditional HCAHPS surveys. And while online review sites are rich sources of patient feedback, they also give unhappy patients a powerful microphone.
What do patients want after a negative experience? Often, it's simply to be heard. Here's how Austin Area OB/GYN, a high-performing medical organization, makes that happen — and takes back the patient-practice relationship.