Real-time and Star Ratings enabled strategic victories for Midwestern organization
OrthoNebraska was the Top Performing Hospital for small hospitals award-winner at NRC Health’s Symposium. They have a powerful brand presence in the Omaha area, and are known for providing premier orthopedic care. However, their organizational culture is to always strive to improve, and never become complacent. To do this, they knew they needed to get more timely feedback and be more transparent with patient ratings and reviews of their physicians. They knew that 77% of consumers begin their healthcare search online, and 88% of consumers trust online reviews as much as personal recommendations. Knowing these things, OrthoNebraska’s leadership wanted to be sure valid patient ratings and reviews were out there for the organization’s future customers to find.
Once they went live with NRC Health’s Real-time Feedback and Transparency solutions, they immediately saw a higher number of returns from patients—an increase of 525%, in fact—as well as increased usage of online appointment bookings. They also saw internal cultural changes, with an increased occurrence of organic coaching and leadership being more engaged with the data on a regular basis.
“It has been such an awesome experience for us—we are so proud of it, and proud of what we have done with the data. It was an easy transition, and now leaders are more engaged and prepared for physician meetings and coaching opportunities.” —Jodi Gabriel, MSN, RN, Patient Experience Coordinator, OrthoNebraska
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