Pediatric Health System Increases Provider Traffic 45% and Online Appointments 53%

A two-hospital pediatric health system in the Midwest wanted its physicians’ online reputations to reflect the quality of care patients and families experienced. Using NRC Health’s solutions, the organization published verified patient ratings and reviews on its provider profiles. Physicians achieved an average rating of 4.8 out of 5—higher than their ratings on third-party review sites—giving families a more accurate view of the care experience and helping the health system share positive patient feedback with the community.

The pediatric health system knew its clinicians delivered exceptional care, but their ratings on third-party review sites did not accurately reflect the experiences of patients and families.

As part of a broader website relaunch, the organization wanted to take greater control of its online reputation by publishing verified patient ratings and reviews directly on its provider profiles. The goal was to give families a more trustworthy view of each clinician while making positive patient feedback more visible.

To support the rollout, the health system partnered with NRC Health.

“Transparency is important, and we wanted to maintain a competitive position in the market and enable consumers to get as much information as possible to choose the right provider for their children.”

— Director of Marketing Operations

The health system used NRC Health to publish verified patient ratings and reviews directly on its provider profiles. Using the organization’s existing patient feedback process, the solution captures, screens, and verifies comments before they are published.

Comments containing fraudulent, libelous, or HIPAA-sensitive information are excluded in accordance with established publication standards. Approved feedback then appears on the health system’s website as star ratings and written reviews, giving families more trustworthy information when comparing providers.

The solution also gives physicians greater visibility into patient feedback. Providers can review aggregated ratings and comments over time, identify patterns in the patient experience, and use those insights to strengthen communication and care delivery.

Following the rollout, the health system saw measurable improvements in physician ratings, provider-profile traffic, and online appointment bookings.

Average Physician Ratings Reached 4.8 Stars

Before working with NRC Health, the organization’s physicians were primarily represented by ratings and comments published on third-party review sites. Those ratings did not fully reflect the positive experiences reported by the health system’s patients and families.

After the health system began publishing verified patient feedback on its own provider profiles, physicians achieved an average rating of 4.8 out of 5 stars.

Quarterly Provider-Profile Traffic Grew from 55,000 to 80,000

Verified ratings and reviews gave families more useful information as they researched and compared clinicians. Over the 24 months following the website relaunch and NRC Health rollout, quarterly unique visitors to online provider profiles increased from 55,000 to 80,000.

Quarterly Online Appointments Increased from 1,500 to 2,300

The increase in provider-profile traffic was accompanied by greater appointment activity. During the same 24-month period, quarterly online appointment bookings increased from 1,500 to 2,300.

Together, these results demonstrate how publishing verified patient ratings and reviews can strengthen provider transparency, support the patient decision-making process, and contribute to increased online engagement.

The health system’s commitment to greater transparency was also associated with stronger patient loyalty. Its NRC Health Loyalty Index score increased five points year over year, from 69 to 74.

The Loyalty Index measures patients’ likelihood to remain loyal to a health system using factors such as Net Promoter Score, ease of access, and brand engagement. Scores are reported on a 100-point scale.

With a score of 74, the organization ranked among the top performers in its market, where the average Loyalty Index was 60.1.

The health system plans to build on these results by making patient experience data, including star ratings and written reviews, more visible across the organization.

Leaders are also developing a physician scorecard that will help providers monitor feedback and track performance over time. In addition, the organization plans to use patient and family survey insights to guide communication training, coaching, and mentorship programs.

The goal is not simply to publish reviews, but to turn patient feedback into actionable insights that help clinicians continue improving the care experience.

“Communicate, communicate, communicate. Being transparent is our reality. We want to understand what matters most to our patients and families, and communicate that information both internally and externally, ensuring everyone is informed, and ultimately driving improvement.”

—Manager, Child and Family Experience

Health systems considering a similar ratings and reviews program can learn from four key practices.

1. Communicate Clearly With Clinicians

Explain what the organization is doing, how the review process works, and why transparency matters.

Clinicians may worry about unfair comments or being held responsible for factors outside their control. Clear and consistent communication can address those concerns by explaining how reviews are verified, which comments are eligible for publication, and how the organization handles abusive or dishonest feedback.

2. Establish a Clear Appeals Process

Give clinicians a formal way to raise concerns about disputed comments.

The health system created a Transparency Advisory Group composed of organizational leaders, providers, and a family advisor. The group reviews concerns and ensures clinicians have a voice in the publication process.

A defined appeals process can build trust and make providers more comfortable participating in a transparency initiative.

3. Support Clinicians With Communication Training

Patient feedback is most useful when clinicians have the tools to act on it.

The health system invested in communication training designed to help providers strengthen trust, partnership, and effectiveness in their interactions with patients, families, and colleagues. These skills are specific, measurable, and teachable, making them a practical part of ongoing professional development.

4. Recognize Excellent Patient Care

Public ratings and reviews can also highlight the work clinicians and care teams are already doing well.

The organization uses positive patient feedback to recognize providers who deliver exceptional child and family experiences. Celebrating those successes reinforces a patient-centered culture and shows clinicians that transparency is not only about identifying areas for improvement.