Project focuses on patient feedback at Colorado clinic
Great patient care shouldn't be a secret.
That’s why staff members at Ridgeline Behavioral Health in Colorado encourage patients to post Google star reviews about their care experiences.
“We want our patients to know we care about their experience and are listening to what they have to say,” says Annje Ciarrocchi, lead outpatient behavioral health associate and SEIU Local 105 member. She serves as the team’s labor co-lead.
The level 4 unit-based team led a successful project to raise the facility’s average Google star rating to 4 or higher out of 5. They sought feedback from patients and asked them to post reviews about clinic staff and operations.
Great ratings can drive patient confidence and membership growth. They can also raise visibility.
Promoting KP’s reputation
Every time you use Google to find a Kaiser Permanente facility, a business profile appears that includes its address and hours of operation. It also displays a 1- to 5-star consumer rating by the facility’s name.
Kaiser Permanente aims for an average 4.3 Google rating at its more than 650 medical care facilities. Here's why: search for a “hospital (or clinic) near me" on Google and those facilities scoring at or above 4.3 are likely to appear at the top of the query results. Seeing high Google star ratings can help members feel good about choosing — and keeping — KP as their health plan.
The clinic is adorned with posters with QR codes to encourage patients to submit reviews.
All-in for Google reviews
Driven by this belief, Ridgeline staff members launched their effort in February 2024 to boost the facility’s Google ratings.
Team members encourage patients to post Google reviews and hand out business cards with QR codes that direct members to the Google reviews site. They also placed posters in key areas of the clinic seeking patient feedback.
To enhance customer service, support staff greets visitors at the main entrance to offer directions and answer questions. The team also reaches out to members who offer negative reviews to address their concerns.
And while doctors often receive credit for excellent service, they rely on the support of UFCW Local 7 and SEIU Local 105 union members to achieve it.
“It’s been really easy to advocate and encourage reviews because I do feel like we provide great care here,” says Jonathan Banet, registered nurse at the clinic and UFCW Local 7 member.
More reviews and better ratings
Between February and May 2024, the clinic received more than 6 times the number of reviews compared to the previous 6 months. Its average Google star rating climbed from 3.7 to 4.1 stars. As the effort continues, team members feel confident they will achieve the 4.3 average rating.
“The progress we’ve made is significant and we feel our goal is definitely within reach,” says Melissa Nolke, department manager and the team’s management co-lead.
Take Action: Encourage Patient Feeback
Wonder what members have to say about their experiences at Ridgeline Behavioral Health? Read these Google 5-star reviews from patients about their encounters with doctors at the facility.
“My appointment with Dr. Warner was productive, as usual! She went over my medications with me to see that everything was still working the way that I needed. We discussed how I'm doing since our last appointment. I'm very happy with the care that I get from Dr. Warner, she cares how I'm doing and is always there when I need her. I can't think of anything I would change in the care I get from Kaiser Permanente.”
Ginger M. following a visit with Jessica Lynn Warner, MD
Posted March 13, 2024
“It’s always a pleasure to talk to Dr. Kim, very professional and has the time to listen. I’m happy and glad that Kaiser has professionals like Dr. Kim on board!”
Alex S. following a visit with Do Hyung Kim, DO
Posted April 30, 2024