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We’ve gotten a lot of attention for being on our “Find a Doctor” webpages. Much of the attention has focused on what physicians think, or what leaders can do to prepare their system to be more transparent. For us, publishing patient comments on our website was and is more than a marketing or improvement strategy. It is about our system’s relationship with patients. We value what patients think and say about their care.

We added “service” to our value equation because we believe that care isn’t great unless the patient thinks it is. We think that patients want to be more engaged and empowered in choosing the health care that is right for them, and we manifest that belief by posting the good, the bad, and the ugly to our website. For the record, it's mostly good, and we remove anything that reveals patient information, uses profane language, or isn’t about the doctor.

We’re nearly four years in to publishing comments and it's been mostly smooth. Not one doctor has demanded that their comments or ratings be removed from their profile. Publishing comments has prompted new conversations: What is the role of patients in their own care? What information is helpful for patients? How are patient expectations changing? What does “quality care” mean to patients? We think these conversations are good for our organization and will continue to keep us centered.

The following is a list of articles and interest nationally in our experience with online reviews.