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Annje Ciarricchi and Melissa Nolke (left to right) hang a poster encouraging members to post Google reviews about their care experiences at Ridgeline Behavioral Health. Ciarricchi is lead Behavioral Health associate and member of SEIU Local 105. Nolke is the department manager of Behavioral Health.
Great Care Delivers Star Reviews
Great clinical care doesn't have to be a secret. Driven by this belief, a Colorado behavioral health team launched a UBT project. Their goal? To elevate the average Google star rating to 4.3 out of 5 stars for Ridgeline Behavioral Health, a Kaiser Permanente facility offering mental health and wellness care. The team encouraged patients to share their care experiences on Google, placing posters in prominent areas to solicit feedback on clinic operations and staff. Additionally, they distributed business cards with QR codes, allowing members to easily submit reviews using their smartphones. To enhance customer service, support staff greeted visitors at the main entrance to assist with wayfinding and other needs. The team also reached out to members who left negative reviews to address their concerns. Their efforts paid off. The number of Google reviews increased from 2 to 13 between February and May 2024. And the clinic’s average star rating rose from 3.7 to 4.1 stars.
Here's What Worked
- Stationing support staff at facility entrances to greet members, provide directions and help with other needs
- Training staff members to seek patient feedback and encourage Google star reviews as a tool to improve service
- Reaching out to members who leave negative reviews to ensure their concerns are addressed
What can your team do to solicit member feedback and make Kaiser Permanente the best place to receive care?
Read the Full Story
increase in Google star ratings of 4 or higher over 4 months