Prisma Health–Upstate launches transparency initiative

GREENVILLE, S.C. – A newly launched initiative at Prisma Health–Upstate is making the online search for a provider more transparent by incorporating real patient ratings and reviews into providers’ digital profiles.

The feedback appears as both a rating between one and five stars and as a written review, and is displayed alongside the provider’s credentials and specialties on the Prisma Health–Upstate website. Patient feedback is displayed for up to one year and is then removed from the website as new comments are posted.

Access to current patient feedback gives prospective patients a better idea of the experience they can expect with that provider, said Toni Land, director of patient experience.

“We as consumers rely heavily on feedback from others when we’re thinking about making a purchase, whether the purchase is a car or a meal. While healthcare remains very different than most consumer products, we still want to recognize how important patient satisfaction is to it,” said Land. “Our transparency initiative is about putting as much information as possible in the hands of the patient, so that they can make an informed decision when seeking out their clinical provider.”

The feedback is collected from surveys sent to patients after office visits and the comments are made anonymous before being posted. While comments may be edited to remove identifying information and to ensure clarity, patients who have had unsatisfactory experiences will also see their reviews displayed.

“If a patient has an unsatisfactory experience with a provider, we take that feedback very seriously,” said Dr. Chip Wiper, vice president of institutional culture, experience and organizational science. “Patient feedback is a great way for us as physicians to identify opportunities to change our approach. We’re always looking for ways to improve, so this initiative has been a great teaching tool for our providers.”

Land also noted that the addition of patient feedback to a provider’s official profile is a growing national trend among leading health systems.

“We’re joining leading systems across the country in empowering individuals to take charge of their health, and that starts with knowing more about who is taking care of you,” said Land.

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