Learning by Listening: Penn Physicians Say Online Reviews Can Improve Health Care
Perelman School of Medicine at the University of PennsylvaniaOnline platforms that allow users to read and write reviews of businesses and services afford health care providers an opportunity to learn by listening, Penn Medicine physicians say in a new Viewpoint published today in JAMA. The authors point to a growing body of literature supporting the value of unstructured reviews in supplementing ratings from formal sources such as the Hospital Consumer Assessment of Heathcare Providers and Systems (HCAHPS). They call on hospital leaders to pay attention to online reviews to show current and prospective patients that they are being heard.