How Does Your Hospital Rank on Yelp? 1. Inform you about Yelp and Yelpers as a source for consumers to comparison shop. 2. Prepare you to be Yelp knowledgeable in the event your CEO or Board asks about your hospital rating on Yelp. 3. Devise a plan to: 1. Monitor and control your hospital reputation 2. Improve your hospitals image and create a method for service recovery. Why care? Because 77% of consumers begin health care searches online. Source: 2015 Healthcare Consumer Trends Survey Three learning objectives An online consumer review company. Online tool to find events, lists, and communicate with other users. Online space where business owners can set up a free account to post photos and message their customers. Accessible via Yelp.com and mobile apps using your Android or iPhone. The #1 source for consumers looking for physician reviews. NOW, Yelp is entering the high stakes world of gauging patient satisfaction. What is Yelp? Yelp is: Health & Medical I think so, but its probably a personal decision. Consumers want a good source for accurate data when it comes to health care. The need for instant information and transparency has become a generational trend. Should you trust a review from the average person ? You will find ads for hospitals with all sorts of star ratings. No correlation between purchasing ads and positive reviews. Yelp has been accused of preferable treatment when screening reviews. All lawsuits on this issue have been dismissed before reaching trial. Advertisers cannot change reviews of users. Advertisements and Ratings 1. Inform you about Yelp and Yelpers as a source for consumers to comparison shop. 2. Prepare you to be Yelp knowledgeable in the event your CEO or Board asks about your hospital rating on Yelp. 3. Devise a plan to: 1. Monitor and control your hospital reputation 2. Improve your hospitals image and create a method for service recovery. Why care? Because 77% of consumers begin health care searches online. Source: 2015 Healthcare Consumer Trends Survey Three learning objectives Thanks!