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Positive Yelp reviews are correlated with key clinical quality metrics, suggesting that the platform is an effective and accessible resource for patients making treatment decisions, according to a new report conducted by the Manhattan Institute and funded by the New York State Health Foundation.
Questions about online patient reviews have arisen as more patients are assuming more healthcare financial responsibility.
“Hundreds of thousands of New Yorkers in both employer-based and public-exchange health plans are being asked not only to make greater financial contributions to the cost of their care but to wisely choose when and where they access doctors and hospital-based care,” said report authors Paul Howard and Yevgeniy Feyman, both research fellows at the Manhattan Institute.
With their own dollars on the line, more patients are consulting online review sites such as Yelp, Healthgrades, and ZocDoc to make treatment decisions.
And while considerable preliminary research has been done on the subject, the question remains whether online patient reviews on Yelp truly reflect clinician and hospital quality.
Yelp has been making some attempts to create an authentic image of clinician quality, Howard and Feyman wrote. Yelp allows patients to rate providers using a five-star system and allows for qualitative comments. The platform gains some more credibility by leveraging algorithms to prevent duplicate, fraudulent, or provider-generated reviews.
These efforts have had a positive effect, some research indicates. Studies have shown that positive Yelp reviews correlate with positive HCAHPS scores.
However, healthcare professionals still grapple with the same question: do Yelp and other patient review websites serve as good indicators of clinician and hospital quality?
“Healthcare providers have expressed serious reservations about hospital quality ratings as inconsistent across the platforms that provide the ratings, and as not properly accounting for the sickness or frailty of patient populations,” Howard and Feyman explained.
“Providers also express concerns that customer satisfaction surveys don’t capture dimensions of care that reflect clinical or objective quality metrics, especially for hospitals that serve vulnerable populations,” they continued.
Howard and Feyman conducted an analysis of Yelp reviews for practices across New York State and compared them with two key clinical quality measures: potentially preventable readmissions and post-discharge mortality.
The results show that higher Yelp ratings are correlated with lower preventable hospital readmissions.
The relationship between Yelp ratings and post-discharge mortality was less clear, Howard and Feyman reported. Surprisingly, year-to-year post-discharge mortality rates tended to be slightly higher at facilities with high Yelp ratings, the pair said.
“It isn’t clear why this is the case, though the smaller variation in mortality for conditions and procedures, compared with [potentially preventable readmissions], may be one explanation,” Howard and Feyman said.
Ultimately, these results show that Yelp ratings have the potential to empower patients with clinical quality information, allowing them to make their own decisions about where to access care. This can also help redirect market share to quality facilities.
Howard and Feyman said that while Yelp serves as an aid for patients making treatment decisions, it is not the only useful aid.
“We do not argue that Yelp alone is, or can be, the only guide to quality hospitals,” the duo noted. “However, when people can choose where they will obtain care—as do patients with traditional Medicare coverage for elective or planned surgeries, or when consumers can choose among insurance options—Yelp ratings can provide a helpful guide.”
Other quality measures – such as the CMS hospital star ratings or HCAHPS scores – naturally paint a more accurate picture of hospital and physician quality, Howard and Feyman acknowledged. However, these quality metrics are not accessible for the typical patient, making Yelp a more promising source.
Howard and Feyman offered the following advice to improve the Yelp experience and make it an even more credible source for patients seeking healthcare quality information:
Help make Yelp scores more visible when consumers are making important decisions about health-care coverage—for instance, when choosing among competing insurers’ hospital networks on New York State’s health-insurance exchange.Link objective, simple quality metrics onto the Yelp review page for hospitals to allow patients with specific concerns to access more detailed information that would complement and better inform Yelp quality ratings.Fund targeted “hackathons” that find ways to make Yelp and other social media reviews more accessible to high-needs, vulnerable populations—including caregivers for the frail, elderly, non-English-speaking, or low-income minority populations.
Additionally, the researchers suggested continuing investigations into the reliability of Yelp ratings as time goes on. Healthcare Yelp reviews are a relatively new phenomenon, and therefore there is only a small sample size from which research may be conducted.
“The number of hospitals with Yelp ratings and the number of Yelp ratings at each hospital are likely to increase in the coming years, and social media tools will likely continue to evolve among patients as well as providers,” Howard and Feyman concluded. “These developments suggest that future research would be useful to understand whether Yelp ratings become even more useful predictors of hospital quality over time.”
Grâce au « cordon numérique », les parents peuvent désormais voir à distance leur enfant hospitalisé au service de néonatologie du CHU de Bordeaux. Une initiative unique qui emprunte à la télémédecine pour épargner des jours ou des heures d
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C’est pour répondre à cette question qu’Alexandre Plé a fondé Umanlife, une startup qui met à disposition un tableau bord numérique pour pouvoir suivre et améliorer sa santé et son bien-être.
Via Annick Valentin Smith
Instagram’s exceedingly visual interface has taken the social media marketplace by storm since its launch in 2010. The recent addition of a stories feature has crossed 100 million daily active users in just a matter of months. Not only has it been able to change the way people communicate and share information online, but it has also become one of the key platforms for product promotion and customer engagement.
When it comes to customer engagement, Instagram is better than all other social media platforms. No wonder more than half of the world’s best brands are on Instagram. Instagram is a very efficient way to promote your brand in front of thousands or millions of potential customers – even if you are running a medical practice. Because your potential patients are on Instagram, you should be here as well.User base
Instagram’s user base is primarily comprised of millennials. Almost 90 percent of its 500 million active users are under the age of 35, which means to be successful on Instagram, medical practices need to shift their focus to a younger target audience. For instance, if you are a dentist, you will need to focus on teeth whitening and braces rather than on dentures.
In case marketing to a younger audience is not your focus, or if your services are not appropriate for millennials, do not ignore Instagram just yet. While the vast majority of users are millennials, there is still much scope for increasing your online presence. A substantial online presence means higher search engine rankings, building trust in the eyes of your patients, and a stronger authority in your field. Don’t forget, Instagram can work wonders in creating your brand awareness and general credibility among patients.What makes Instagram different from other social media platforms?
The visual nature of Instagram is its competitive advantage. Humans are primarily visual creatures, and the ability to be a part of a platform that provides a never-ending feed of visually pleasing content can feel like a vacation from the thick walls of text-based information we receive on other platforms.
Visuals are known to invoke emotions, which allows medical practices to create deep connections with their target audience. Also, given the fact that Instagram users are allowed higher levels of anonymity as compared to other social networks, they feel free to like, comment and engage with posts more freely without the fear of being judged publicly. The feeling of anonymity is one of the reasons Instagram enjoys such enormous popularity and serves as a medium to explore issues that one might be cautious of on other social media platforms.
When deciding what to post to Instagram, do not forget that Instagram is a more personal app. Usually, posts that are too technical and promotional in nature are not welcomed by the users as much as personal posts are. Instagram users are more inclined toward viewing lively pictures related to events, informational material, customer engagement and events happening around the community.
For instance, if you are having a holiday party, you can post a picture wishing your patients a happy holiday. Alternatively, if your practice is involved in charity events, your Instagram followers will be glad to know and participate. You can let your followers find out when you bring a new physician on board by posting an individual or a group picture with an interesting caption.
Also, posting images and content that are in tune with trending topics will never go out of fashion. You must keep an eye on current trends and topics, even if you happen to choose “Throwback Thursdays.” You must try to participate in as many events as you can, and always use the appropriate hashtags. Make sure to keep your practice values in mind before participating in the latest trends and topics. Above all, always maintain a consistent style and tone in your Instagram posts.Want to get noticed? Use #Hashtags
While it is important to post high-quality content regularly, merely doing this may not be sufficient. You will need to make sure your posts are being viewed. There are many ways to get users to notice and read your posts, but the easiest way is by using appropriate hashtags.
In case you are wondering, a hashtag is a phrase or a keyword that is preceded by the pound sign (#). Hashtags are critical because they turn into links, which allow the users to see every post that the hashtag was used for. For instance, if you use the hashtag “#braces” in your picture caption, anyone searching for that hashtag will see your image.
Hashtags help Instagram users search for content. The correct hashtag, or a combination of hashtags, will expose your medical practice to a wider customer base. By making your medical practice more discoverable, you will have a better chance of attracting followers, getting more content shares and increasing patient engagement.
In fact, according to social media experts, posts and images with at least one hashtag result in 12.6 percent more engagement than those without a hashtag. Here are some tips for using hashtags on Instagram:Use as many hashtags as you can as this will maximize the exposure of your post. However, Instagram allows a maximum of 30 hashtags per post.Use some of the most popular and trending hashtags on Instagram. Including popular hashtags can give a little more boost to your posts. However, be careful as using too many hashtags can also increase spam activity on your profile.Keep an eye on all the hashtags that your competitors are using.If you want, you can hide all or some of your hashtags to give your posts a cleaner look. Using too many hashtags may make your posts look like spam or congested. If you want, you can include your hashtags in the comments below your post. This will still allow your post to be seen for all the selected hashtags.Always add location tags to enable potential patients to find you when searching for your practice.How to improve your Instagram strategy
With more than 500 million active users, Instagram is a growing social media platform buzzing with potential patients to engage with online. Since an increasing number of customers are following their favorite brands and businesses on social media, having a presence on Instagram is essential to connecting with your target audience. It also makes your medical practice more relatable as you share relevant experiences, showing your followers “behind-the-scenes” pictures and providing valuable advice on trending topics.
Here are some of the proven ways to help you leverage Instagram to boost customer engagement, grow followers and capture more leads into your sales funnel:Make use of Instagram marketing tools: There are many Instagram tools designed to boost your online presence and make your marketing efforts more efficient. There are apps to help you edit images, provide analytical data, help you find influencers, schedule your content and manage your followers. For starters, you can pick one or two apps that work best for your practice and goals.Use Instagram Stories to connect with your followers: According to research, users spend triple the time watching live video on social media than a prerecorded one. Considering this, social video can be an effective way to connect with your followers. Instagram Stories is one of the latest features and practices can “go live” and convey their message using video. While there are many ways to include a live video in your Instagram strategy, hosting live Q&A sessions where you answer your followers in real time may prove to be highly effective.Hashtags are crucial: Hashtags are critical to your Instagram posts as they allow users to find you even if they have never heard of your brand before. Hashtags let you reach a wider audience by increasing your content exposure. One of the best ways to simplify hashtags is to observe what your competitors are using. You can see what is working by understanding the level of customer engagement they are generating.Host contests: Online contests are an excellent way to get your followers involved in your content while making it interactive. Hosting contests will create buzz around your brand and will have a significant impact on increasing followership. You can host simple contests such as ‘Like this post to win’ or ‘Share this post to win…’ The information you gather will allow you to analyze customer engagement levels to find the best time to post in order to grow your audience. According to experts, the best times to post your content on Instagram is on weekdays between 12 pm and 1 pm. However, to understand the best times for your audience, you will need to collect and analyze some data.Include visuals in your blog posts: Instagram is the fastest-growing social media platform to drive new eyeballs to your blog posts. Even though Instagram only allows you to post clickable links in your profile, you can still promote your blog post by sharing visuals in your Newsfeed. You can consider using text-based images that highlight key points in your content. Alternatively, you can consider complementing your content with an illustration. This is an excellent way to drive traffic and improve your SEO ranking.Conclusion
Instagram is a proven platform to execute content marketing strategy for your medical practice. Implementing the tactics mentioned above will foster your social media goals while strengthening your presence on Instagram. If all of these tips and strategies seem overwhelming to you, you can begin with
L'Université de Liège a officiellement lancé un programme de recherche qui devrait révolutionner la vie à l’hôpital. Des scientifiques belges, hollandais et allemands sont en train de mettre au point un t-shirt connecté. Ce vêtement est capable
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Patients have more avenues than ever to express themselves online, whether on social media, through physician rating sites like RateMDs, Vitals and Healthgrades as well as even Yelp.
Doctors are getting rated just like professionals in any other industry, and it pays to know how to handle criticism.
No matter how professional and caring a doctor you may be, no doctor will receive universally positive reviews. Here is some advice.
Many doctors dislike being rated at all, but to succeed in the online world you shouldn’t ignore reviews. Instead, approach online ratings proactively. You’ll find yourself better able to influence the online conversation about you, fix any shortcomings in your practice, and engage critical patients in a positive, constructive way.
When a patient posts critical comments, it’s important to know how to respond:1. Listen to the criticism.
Patients may leave online reviews because they feel this is the only way they can have a voice.
After patients leave your exam room, often you don’t know what they thought about you or your practice. The criticism might not even be about you. You don’t know what patients thought about the nurses or medical assistants, or if they were concerned about the parking or whether the waiting room magazines were up to date.
These are issues you may not be aware of—but they matter to patients. By listening to online criticism, you can identify and fix easily correctable situations and improve patients’ satisfaction scores.2. Take critical conversations offline.
Whenever you see criticism on the web, there’s a strong temptation to respond to it immediately. You want to set the record straight and clear the air.
Instead, take the conversation offline. An online argument is unlikely to result in anything productive.
Post a standard reply thanking the patient for the comment and asking him or her to call the clinic. Be careful not to reveal any private patient information. If you can resolve the dispute over the phone or in person, the patient may take down the comment or even add an addendum stating, “You know what? This office is actually listening to what I have to say.”
That can turn a negative situation into a more constructive one. Take the same approach whether the patient’s comment is on a ratings site or on social media. If you’re employed by a hospital or health care system, coordinate your efforts with your marketing or public relations team, who are likely to see an offline conversation as the most beneficial solution for both you and the organization.
If you believe any online comments are suspicious, contact the rating site to see if the comments violate the terms of service agreement.
For example, some rating sites have terms of service agreement that prohibit anyone from posting multiple ratings on a single doctor. Ask the company to investigate.
In general, always read the terms of service agreement and report any possible violations.4. Ask more patients to rate you online.
Most patients generally like their doctors, and dozens of studies show that a majority of online ratings are positive.
By asking more patients to rate you online, you can make negative ratings look more like outliers.
In the surgical world, there’s a saying about irrigating an abscess:
“The solution to pollution is dilution.” The same principle applies to physician rating sites. If you ask more patients to rate you online, the positive comments can dilute the negative ratings by placing them lower in search results and making them less visible.
Your patients just need to be encouraged to write reviews. Ask your patients to post a review if there’s something they like about you or what your practice is doing, or if they have any suggestions for your practice.
Don’t cherry-pick patients or pressure them to say something positive about your practice, but ask for a rating from every single patient in a low-key and low-pressure way. Many practices even hand out cards with specific instructions on how to rate their doctors online. On the whole, the reviews will be positive.
Pricey perils of social media posting
5. Resist the urge to sue.
Only rarely have doctors successfully sued rating sites, which may argue that removing negative ratings is an infringement of a patient’s right to free speech.
Also, suing patients for bad reviews may backfire. A doctor once sued a patient for a negative review and made front-page headlines in a newspaper. Now whenever you search online for that doctor’s name, the newspaper story comes up as the first result. By suing patients over criticism, you will only bring more attention to it and highlight the negative reviews.6. Don’t take it personally.
Doctors by nature take all patient interactions very seriously — and often take criticism personally.
That makes negativity especially hard to hear. It may be difficult to regard online criticism as an inevitable part of the job, but that’s what it is. Patients don’t expect us to be 100 percent perfect, and patients are more likely to see an 89 percent positive rating on a website as more authentic than a 100 percent rating.
Try to manage your patients’ expectations — and also try to manage your expectations for yourself. Recognize that you may not be the right fit for every patient, and that sometimes a patient simply has different expectations than you do.
Kevin Pho, M.D., is founder and editor of medical social media information site KevinMD.com. He wrote this article for Napa-based The Doctors Company.
Elon Musk, le fondateur de SpaceX, Tesla, Hyperloop et Paypal est aussi à la tête d’une bien mystérieuse société de biotechnologie, nommée Neuralink que nous avions déjà évoqué il y a quelques semaines. L’homme d’affaires explique que d’ici 4 ans, il sera en mesure d’offrir à l’humanité, la première interface homme-machine.
La réalité augmentée et la réalité virtuelle arrivent dans les facultés de médecine et dans les blocs opératoires. L'enjeu est de mieux former et de mieux entraîner les praticiens, mais aussi aller vers une chirurgie réellement personnalisée où chaque patient aura son avatar virtuel.
Début 2015, la Caisse nationale d’assurance maladie (CNAM) et l’École polytechnique ont noué un partenariat d’une durée de trois ans dans l’espoir de découvrir si le big data est vraiment en mesure de bouleverser notre approche de la santé publique. Leur idée : utiliser les informations générées par notre système de santé pour développer des algorithmes de pharmacovigilance, de lutte contre la fraude ou encore d’optimisation du parcours médical. Cette collaboration a déjà débouché sur la création d’une formule capable de détecter un médicament potentiellement cancérigène. Pour comprendre comment un tel résultat a été possible, Usbek & Rica s’est entretenu avec le responsable du projet, le chercheur en mathématiques appliquées Emmanuel Bacry.