Call: (866) 432-8235

Read the Latest from Upward:


The #1 Reason (by a wide margin) Health Care Patients Posted 1-Star Reviews

WRITTEN by: Bill Sterzenbach |
categories: Healthcare

Jul 2019

ALL INSIGHTS

What Most Frustrated Patients Posting 1-Star Reviews?

Upward recently analyzed over 3,800 hospital reviews from all over the US. We read the comments from the patients for over 500 of these reviews. We categorized the comments between "Outcome", "Service", and "Wait Time".  The results may be surprising to learn.

Of the 1-Star reviewers, would you like to guess the top category of complaint?

 

Above are the results for 1-star reviews. What category do you think each bar represents? Reminder, your categories are:

  • Outcome
  • Service
  • Wait Time

 

No peeking...have you made your guess?

 

The #1 Category Is...

If you guessed "Service", give yourself some applause. The number one driver of 1-star reviews (in this sample group) was service issues.

Give this a moment to settle in. "Outcome" was the lowest driver. This is on one hand great news! It tells us that the patients were happy (or at least not unhappy enough to post a 1-star review) with the outcome of their care. 

On the other hand, it may be disappointing to the caregivers to learn that the object of the patient's visit was addressed swimmingly, but that their ancillary experience failed to meet the patient's expectations. 

We can fix this! 

Stay tuned for our next installment where we show the results of 5-Star reviews! We can draw some conclusions and form some strategies when we look at these datasets side-by-side. Hint...one category is entirely absent from the 5-star reviewers comments!

If you'd like to be among the first to know, follow us on LinkedIn and Twitter.

 

more insights

5 Things We Learned from Planning Our Conference

Sep 20, 2018

As a rapidly growing agency, trying new things is kind of our jam.
Read

Upward + Graphica: Ready for Next

Feb 7, 2018

At Upward Brand Interactions, we are always striving higher – in the...Read

What We Can Learn From Primary Care Providers

Oct 30, 2017

What can hospitals learn from primary care providers? In a word, much.Read

Instagram vs. Snapchat Stories

Oct 30, 2017

Is this the end of Snapchat? That’s what we all wondered when Instagram...Read

Archives