This document discusses Johns Hopkins Medicine's pilot program of publishing "Physician StarCards" with star ratings for physicians based on patient experience survey responses. The star ratings are presented on physician profiles and include ratings for communication, respect, time spent with patients, and understanding of medical history. An analysis found that profiles with star ratings had higher engagement from visitors compared to profiles without ratings. The document outlines the review process for patient comments and provides guidance for physicians on addressing negative reviews.

1. Owning Your Reputation:
A Review Of The Physician StarCards
Lisa Allen, Ph.D., Chief Patient Experience Officer
Johns Hopkins Medicine, Armstrong Institute for Quality and Patient Safety

2. Physician Profiles – Transparency Pilot
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•Brady Urological Institute
•Department of Orthopaedic Surgery
•Department of Otolaryngology-Head and
Neck Surgery
•Department of Plastic and Reconstructive
Surgery
•Department of Surgery
• Launched in September 2018 with 150 physicians from 5 departments

3. Physician Profiles – Transparency Pilot
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• Star ratings are based on patient responses to six questions from the
CG-CAHPS survey about care from their physician:
– Did the physician explain things in a way that was easy to understand?
– Did the physician listen carefully to you?
– Did the physician give you easy to understand information about your health
questions or concerns?
– Did the physician seem to know important information about your medical
history?
– Did the physician show respect for what you had to say?
– Did the physician spend enough time with you?

4. Physician Profiles – Transparency Pilot
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5. Physician Profiles – Transparency Pilot
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• Since the introduction of the ratings pilot:
– Physician profiles presenting star ratings demonstrate a 22% increase in page
views compared to 14% for profiles without ratings.
– Percentage of first time visitors to profiles increased by 25% for profiles with
star ratings, 11% for those without star ratings.
– Visitors spend 2 minutes more time on profiles that include ratings.
– Visitors to profiles with ratings are 16% more likely to visit a second page on
hopkinsmedicine.org.

6. StarCard Example
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7. NRC Transparency Dashboard
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8. Average Ratings
September 2018 – September 2019
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9. Number of Ratings
September 2018 – September 2019
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10. The Review Process
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• NRC loads comments onto the site in “Pending” status
• NRC reviewers perform the initial review of the comments in
pending and move them into:
 Approved
 Flagged
• Service Excellence staff perform the second review of the
approved and flagged comments and move them into:
 Published
 Archived

11. Approved Comments For Posting
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12. What Happens If You Get A Bad Review?
• Use it as constructive criticism. What could you have done differently?
• Reach out privately if you know who the patient is.
• If the review is unfounded or malicious on an external site, you can
contact the site for removal.
• This does not always work.
• If the review is unfounded or malicious on an internal site, you can
contact the Service Excellence Department @ service@jhmi.edu
• A few negative comments do NOT detract from the overall positive.
• Lends credibility.
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13. Next Steps For You
• Look at your reviews online.
• Review your Starcards.
• Learn from the complaints. Be proud of the compliments.
• Encourage patients with a positive experience to post a review.
• Work with Service Excellence and marketing to post all reviews.
• Do Not let the fear of a bad review get in the way of practicing good
medicine.
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