A recent survey published in JAMA indicated that online patient ratings can add actionable content to CMS surveys on patient experience. In this episode, hosts Reed Smith and Chris Boyer review the findings of the survey, and the implication it has on hospital and health system review response strategies. They also revisit the steps Google, Facebook and other online review platforms have taken during the coronavirus pandemic, and Reed shares some research he has done on employee reviews. They are joined by Noel Coleman, of Doctor.com, who share strategies on how to make review management a strategic imperative in your organization. 

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