Carolinas HealthCare System
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Title
Carolinas HealthCare System leads Transparency initiative in Region to Publish Provider Ratings and Comments
Date
08/30/2016
Article

August 30, 2016 – Online ratings help you make informed decisions for everything these days, but how trustworthy are they? Carolinas HealthCare System (CHS) today announced it will publish star ratings and patient comments on its “Find a Doctor” online portal for its physicians. This means real reviews from real patients.

“We know from thousands of studies, about 80 percent of people look for a doctor online and those who read a negative review often will select a doctor with a better review,” says Carmen Teague, MD. “Information is powerful and we want our patients to make informed decision about coming to see us,” says Dr. Teague. “Publishing our own data allows us to take back control of our public opinion because more patient feedback equals more realistic ratings.”

Although ratings are already published by other sites, CHS will use ratings based on a 10-question survey completed by actual CHS patients about various aspects of care. Those scores – managed by Press Ganey, a trusted leader in healthcare patient satisfaction – then get translated into a one- to five-star rating, easily understood by patients. However, providers must have at least 30 patients complete the survey before results are published.

CHS is the first and only health system in the region to publish patient comments and ratings. The hope is that this transparency will help patients make informed healthcare decisions by offering credible statistics about patient satisfaction. Being proactive with ratings is a key step as patients increasingly look to online review sites for help choosing a provider.

"We receive thousands of comments from our patients regarding their providers. The overwhelming majority of those comments are positive," says Connie Bonebrake, Senior Vice-President of Patient Experience and Chief Patient ExperieWe think it is important that we share all comments so consumers can make informed decisions. The small number of comments we receive which may not be as positive, we value and thoughtfully consider so we can continually improve."

The ratings may reflect positive and negative feedback, but patient comments that have profanity, privacy violations, names of other providers and references to a provider’s physical appearance will be excluded from the website.

About Carolinas HealthCare System
Carolinas HealthCare System (carolinashealthcare.org), one of the nation’s leading and most innovative healthcare organizations, provides a full spectrum of healthcare and wellness programs throughout North and South Carolina. Its diverse network of care locations includes academic medical centers, hospitals, freestanding emergency departments, physician practices, surgical and rehabilitation centers, home health agencies, nursing homes and behavioral health centers, as well as hospice and palliative care services. Carolinas HealthCare System works to enhance the overall health and wellbeing of its communities through high quality patient care, education and research programs, and numerous collaborative partnerships and initiatives.

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