Reputation (creator of Reputation Experience Management), released rankings of the top healthcare providers across the United States in its annual Healthcare Reputation Report. The report reveals a disconnect in the patient experience: patients consider the bedside manner of physicians and nurses to be the number one driver of positive sentiment, but their interactions with administrative staff are a major driver of negative sentiment.
Analyzing more than 2.7 million patient reviews across nearly 180,000 physician and hospital systems, as well as 1 million online sentiment reviews from healthcare industry employees, Reputation found that:
- More patients are leaving online reviews. Review volume jumped 50% for hospitals and 58% for physicians over 2020 – a key indicator that patients have been going back to the doctor after putting many healthcare needs on hold during the first year of the pandemic. This increase in reviews is important because three out of four U.S. adults read online patient ratings and reviews when deciding on a healthcare facility or physician.
- Consumer sentiment is holding steady. Healthcare locations achieved an average star rating of 4.4 and physicians, 4.7. Both are flat compared to 2020. This matters because 72% of healthcare consumers want to select a provider that is rated 4 out of 5 stars or higher.
- Patients are happy with their clinical care, but unhappy with other experiences. Bedside manner is the biggest driver of positive sentiment. But ratings of administrative staff comprise the biggest driver of negative sentiment. Healthcare brands need to improve all touchpoints across the entire patient experience from searching for a provider to paying a bill.
- Employee sentiment is lower compared to other industries. Nurses in particular are providing more negative feedback. Their workload is grueling, impacting their physical and mental health, and they feel underappreciated and undercompensated. To support their physical and mental wellbeing, healthcare systems must establish more systematic programs for monitoring the voice of the employee and enact formal employee experience programs.
Healthcare Provider Rankings
Reputation analyzed acute care at the 25 largest health systems based on reported revenue using its proprietary Reputation Score, and came up with the 15 leaders:
- Community Health Systems
- HCA Healthcare
- Universal Health Services
- Baylor Scott & White Health
- Trinity Health
- Tenet Healthcare
- Sutter Health
- Northwell Health
- University of Pittsburgh Medical Center
- Spectrum Health
- Banner Health
- Intermountain Healthcare