The medical bill was ridiculous! I waited over an HOUR in the waiting room! The front desk woman was incredibly rude! These descriptions are similar to the healthcare facility reviews that are being posted on the customer review website, Yelp. Over the past few years, the change towards consumerism in the healthcare industry has evidently had an effect on the behavior of patients. Nowadays, patients are more willing to share and talk about the experience they felt that they had at the healthcare facility where they received treatment – especially on the Internet. Negative online critiques can potentially damage a medical facility’s reputation, so focusing on enhancing the details of the patient experience is becoming increasingly important.
Yelp isn’t the only website that patients have used to let off steam. Aside from sharing their treatment experience on social media and to others in person, patients are using location-based services like Google Maps and Angie’s List to rate healthcare facilities. These websites are not being used to complain about poor healthcare or medical malpractice. Instead, they express objection to non-medical issues such as:
- Long wait times
- Difficult appointment scheduling
- Billing errors
- Poor manners of staff
Yelp has been the go-to review website for patients, as mentioned in Charles Ornstein’s article, “On Yelp, Doctors Get Reviewed Like Restaurants — And It Rankles,” on NPR Health’s website. The location-based service was initially used for reviewing restaurants and retail stores, but has expanded to businesses in other industries by its rising consumers use. Yelp has healthcare reviews that date as far back as 2004, but more than half of all the reviews were posted in just the last two years. The information doesn’t go unread, as Yelp tends to get millions of page views on its website every month. It’s true – healthcare facilities are now being rated the same way as restaurants based on how patients feel they were treated.
Yelp isn’t going anywhere anytime soon – the review website is currently working on offering objective data to consumers about how the healthcare provider’s practice patterns compare to their counterparts. (To read the article in full, click here.) At ImageFIRST Phoenix, we know that enhancing the patient experience can help assess challenges in the healthcare industry, such as the consumer behavior of critiquing. As a quality supplier of linens, gowns, and healthcare uniforms in Mesa, AZ, we strive to be the cost-effective solution for laundry service to healthcare providers across the board. Everything we do is focused on helping to enhance patient satisfaction.
By partnering with our topnotch healthcare laundry rental, wash, and delivery service, your medical staff is relieved of laundry burdens so that they can keep their main focus on patient care. Our customers are each assigned a devoted Customer Advocate, who provides linen inventory management and control, aside from delivering and providing superb customer service. We aim to be a partner in our customers’ success and help to improve patient satisfaction with quality laundry products such as quality patient gowns or scrub uniform garments in Tucson, AZ, stellar services, and infection prevention processes that surpass standards of the industry.
To find out more about how our services can help improve the patient experience, explore our website.