Analysis from LifeWings on the rise of patient reviews, its impact on hospital reputation and new approaches for success.

1. The Yelp Effect
Hospital Reputation in the Triple Aim Era
November 2016

2. High Institutional Performance is The New Normal

3. With smaller margins for
breakdowns and turnover, the
performance and retention of
people becomes more vital than
ever.
”Our people are
our most
important asset.”

4. Patient
Experience
The Rise of Reviews and Rankings

5. US News Spikes ”Best Hospitals” Interest

6. “In addition, researchers found that hospitals with more stars on
the Hospital Compare website have tended to have lower death
and readmission rates.”
Intensified by New CMS Ratings
“The new Overall Hospital Quality Star Rating methodology takes 64
existing quality measures already reported on the Hospital
Compare website and summarizes them into a unified rating of one to
five stars.”

7. When searching online for
hospitals, reputation now
ranks highest in importance.
Reinforcing Google Analysis of Search Patterns

8. “There’s an exceedingly simple way to get better health
care: Choose a better hospital. A recent study shows that
many patients have already done so, driving up the
market shares of higher-quality hospitals.
To receive care at a hospital with a one-percentage-point
gain in survival rate or a one-percentage-point decrease in
readmission rate, a heart attack patient traveled 1.8 or 1.1
miles farther, respectively.”
Reputation Now Drives Market Share

9. Triple Aim
Quality Drives
Economics
Rise of Reviews
Patients Define Quality
Quality is An Experience
Safety, Efficiency, Satisfaction
Staff Are the Experience
Staff Drive the Quality Reputation

10. Aligning Process and Performance
with Quality
How We Score What I Do Everyday

11. Grading Quality on a Human Scale
Patients define quality on core concerns everyone can relate to.
Positive or negatives are easily expressed and spread.
Satisfaction How did they make me feel?
Efficiency Did I have to wait needlessly?
Safety Did I feel unsafe?

12. Leadership Sets the Standard
Welcome the challenge of greater scrutiny and
patient feedback
Address rankings results - acknowledge flaws and
celebrate success
Provide staff with support and team training to
enhance performance
Set internal stretch goals tied to leading indicators

13. Leading Reputation Indicators
The early signs that a patient will be a net promoter of the hospital
Experience: Long wait times, cleanliness, rework and
missing supplies (like pillows and blankets) are red flags.
Safety: Adverse events and readmissions become word-of-
mouth stories that last.
Communication: Well coordinated care management with
pre and post-care communications is a “peace of mind”
signal to patients.

14. Reputation of Safety
Now a Nationally Recognized Leader
in Quality and Safety
Scope: 3-year system wide Crew Resource Management training and tool
implementation
• 6,000 leaders, physicians and staff trained
• 26% reduction in adverse events
• 40% reduction in patient safety indicators
• $30m savings from avoided safety events

15. Better Teams, Better Systems, Better Care
We were the first organization to combine operational best practices
from manufacturing, aviation and the military to eliminate waste and
bring systematic problem solving and high reliability to healthcare.
Experience at 170healthcare partners and counting
Lean
waste
elimination
TeamSTEPP
S
collaborative problem
solving & risk reduction
About LifeWings

16. Contact:
Richard Doss
LifeWings Senior Advisor
952.922.9560
rdoss@saferpatients.com