Leaders at LCMC Health wanted to take their organization into the digital age. They recognized the central role of the Internet in consumers’ search for care but were unsatisfied with the volume of visitors that LCMC Health’s website attracted.

To bolster their brand’s digital presence, and to earn trust from their patients, LCMC Health’s leaders decided to publish provider rankings on their website.

For this, they turned to NRC Health.

NRC Health’s Reputation capabilities provide a comprehensive system for publishing ratings and reviews. The solution effortlessly captures, screens, and verifies 100% of patient comments.

By using a form of artificial intelligence called Natural Language Processing (NLP), the solution automatically filters out any libelous, fraudulent, or HIPAA-violating content. Once screened, the ratings appear on organization websites in the form of star reviews.

This process guarantees that only authentic and meaningful patient feedback appears on health-system websites—a reliable indicator of quality for consumers and leaders alike.

Moreover, NRC Health gives physicians and other providers a visible marker of their performance. At a glance, they can see the aggregated history of their patients’ reviews. This can be invaluable for efforts at improving their approach to care.

“We know that consumers start their healthcare search online. Partnering with NRC Health allowed us to harness the power of the patient feedback we were already collecting and share verified patient reviews on our own site, providing consumers with the information they most value and connecting them directly with our providers.”

— Christine Albert, Senior Vice President of Marketing and Communications, LCMC Health

This is only the beginning at LCMC Health. The organization’s leaders have ambitious plans for its future. The organization hopes to implement the solutions across more service-lines, and to streamline results reporting across the system.

TAKEAWAY TIPS

To ensure the success of the rollout, LCMC Health’s leaders offer the following suggestions:

OVER-COMMUNICATE
Providers may resist the publication of patient ratings. This is a natural response: their reputations are at stake. To ease their trepidation, LCMC Health’s leaders adopted an extensive campaign of communication that lasted more than a year. The campaign included demonstrations of the platform, an internal NRC Health’s toolkit, email updates, and one-on-one conversations. The organization’s leaders feel that this campaign was essential to success at LCMC Health.

START WITH AN INTERNAL ROLLOUT
A further step to help providers acclimate to a ratings and reviews rollout: show it to them before showing to the world. LCMC Health’s team debuted NRC Health’s ratings display on a staging website, giving employees time to come to grips with how the system works. This allowed providers to get comfortable with how they’d be portrayed online.

FIND CHAMPIONS
Finally, if physicians are to have confidence in the solution, it’s important they hear about the benefits from their peers. LCMC Health recruited physician leaders at each of their hospitals to help clinicians fully integrate the solution into their work.