Issue link: https://beckershealthcare.uberflip.com/i/1383677
30 POPULATION HEALTH 30 CEO / STRATEGY Amazon Care has its first enterprise client By Alia Paavola A mazon Care, the e-commerce giant's new health- care venture, has signed its first enterprise client, Insider reported May 5. Amazon Care, which offers telemedicine and in-person primary care services, was launched as a pilot program in September 2019. It was initially only offered to the company's Seattle employees and their dependents, but Amazon later expanded it to all its employees in Washington state and said in March it would expand the service nationwide and to other employers. Amazon Care's first customer is Precor, a fitness compa- ny recently acquired by Peloton. Amazon will be paid based on how many people in the company use the app, according to the report. "We are excited about this partnership with Amazon Care, as it is an additional extension of service that we believe will make it easier for our employees and their families to receive the care they require so that small things don't become big things," Christopher "Skip" Wilson, Precor's director of brand and communications, told Insider. n How do hospitals handle dishonest patient reviews? Execs from Cleveland Clinic, UCHealth & more discuss By Katie Adams W hen Americans need to find care, the first place they usu- ally go is Google. With hospitals' ratings and reviews oen affecting healthcare consumers' decisions about where to seek care, what options are available when a patient writes a mislead- ing or dishonest review? Below, six health system executives discuss how their health system handles negative reviews. Editor's note: Responses have been edited lightly for clarity and style. Adrienne Boissy, MD. Chief Experience Officer at Cleveland Clinic. A physician's rating will only be posted on the site providing they have a minimum of 30 completed surveys. We do not post com- ments that are libelous, slanderous, profane, irrelevant or otherwise inappropriate or may risk the privacy of our patients. When a clini- cian has a concern about what has been posted, we listen, internally review, respond and invite the clinician to dra a response that can be posted online. Andrew Resnick, MD. Senior Vice President & Chief Quality and Safety Officer at Brigham and Women's Hospital (Boston). e pa- tient experience is the experience of the patient, and we don't dilute or judge this in any way. We strive to provide an exemplary experience every time, but if there is a negative review, we take the patient at their word and do not edit the review or rating. We make sure our provid- ers receive regular reports that include scores and patient comments, ensuring the feedback from patients is seen. Suzanne Bharati Hendery. Chief Marketing and Customer Officer at Renown Health (Reno, Nev.). Our social media team reviews ev- ery comment before posting. We do not publish any comments that are considered libelous, slanderous or provide protected health infor- mation. If there is a concerning comment, we hold it back for review and a vote by a patient posting review committee. If the committee finds the comment is helpful to the provider to improve their practice, or a potential patient, it is published. Very, very few (0.02 percent) of the comments have not been published. Even if they are not pub- lished, these patient comments are shared with the provider and their leadership for continuous improvement. Kim Accorsi. Director of Digital Services at Dartmouth-Hitch- cock (Lebanon, N.H.). Transparency comes at the cost of poten- tially having less than five-star reviews. e thing we oen forget is consumers are savvy and conditioned nowadays and know how to look for trends in reviews, and a few isolated negative reviews doesn't necessarily mean they will choose not to see a provider or visit a healthcare location. When you are self-hosting a review, you have the option to allow a provider to review and offer their side of the story. You might choose to offer clarifying comments on your website in response to something that is misleading. We've enabled this ability at Dartmouth-Hitchcock — we can comment as the organization to an individual comment if clarity is needed. With major search engines like Google currently integrating business website ratings into their knowledge card, you have an indirect way to balance the scales if a few negative comments are posted elsewhere. Vincent Serio. Director of Digital and Emerging Media at UCHealth (Aurora, Colo.). is is tricky because you want a fair pro- cess, but one that also allows for identifying reviews that are abusive, reveal protected health information, etc. As a safety precaution, we use an algorithm to flag suspicious reviews that are sent to a commit- tee for review before they are posted. Sarah Sanders. Senior Vice President and Chief Marketing Officer at Nemours Children's Health System (Jacksonville, Fla.). One perspec- tive in this area is to honestly say that providers are sometimes hesitant to share reviews for this very reason. ere are two sides to every sto- ry, and even when seeking to have the best outcomes for every patient, sometimes our perspectives do not align. But when you are sharing re- views, it is a leap of faith and trust that good outweighs the negative. At Nemours, delivering on a stellar patient experience is critical to our mission. But family-centered care is complex. We know that de- spite our best efforts, a negative review is inevitable from time to time. When we identify a negative review, we immediately reach out to the person who posted it. If the circumstances are care-related, we offer to put them in touch with our patient experience team to understand their feedback. We then work with our patient experience and clinical operations teams to implement service recovery. Oen, it does not escalate to this level. Our initial response — because we understand it's personal — makes an impact. n