New York, NY—April 23, 2015
Hospital for Special Surgery (HSS) announced today that it is piloting a new resource that will amplify the hospital’s efforts to measure patient feedback in real-time through a smartphone-based tool called RateMyHospital®. HSS will be the first specialty hospital in the country to utilize this tool in order to improve upon patient experience and engagement.
"In support of our mission to provide the highest quality patient care, HSS is eager to leverage the ubiquity of mobile devices with the launch of RateMyHospital," said Mark Angelo, Vice President of Innovation and Business Development at HSS. "While HSS has maintained a strong leadership position in the delivery of specialized orthopedic and rheumatologic care, we are also enthusiastic about continuously working to elevate the patient experience. RateMyHospital helps us do just that."
"HSS is excited about digital health companies that focus on improving clinical outcomes, enhancing the patient experience, and lowering the cost of care," said Rick Eddy, Principal of the HSS Innovation Center. “The Innovation Center partners with startups through its accelerator function to co-develop, pilot and refine care delivery and digital health solutions at HSS that can then be scaled and implemented at other providers."
With RateMyHospital®, patients at the ambulatory care center will receive a text message thanking them for choosing this particular health care facility and asking the patient to complete a satisfaction survey using a five-star rating system to measure their experience during and after treatment. Patients have the ability to complete the questionnaire directly from their smartphone, making it easy and convenient to provide feedback to the health care provider who then, in turn, can address patient needs on a more immediate basis.
"Measuring real-time feedback gives our staff members and leaders the ability to address and resolve patient needs immediately. This ability helps us to ensure that we are delivering the highest level of service to our patients," said Chao Wu, Chief Patient Experience Officer. "We are proud to be the first specialty hospital to use RateMyHospital and this collaboration with Quality Reviews demonstrates our hospital’s commitment to fulfilling our top priority – meeting our patients’ needs."
Quality Reviews, Inc. developed this technology to meet the growing demand of patients to be heard and provide input into their experience. The text message the patient receives will have a link to a patient satisfaction survey, using the five-star rating methodology. To remove all of the cumbersome work of collecting and analyzing data, Quality Reviews created an executive dashboard that represents all feedback in real-time.
"We are honored to partner with Hospital for Special Surgery and we are confident that the real-time patient satisfaction data generated by RateMyHospital will give HSS the actionable information required to ensure only the best patient experience,” said Edward Shin, MD, Chief Executive Officer of Quality Reviews. "Those patients receiving care at HSS now have the ability to offer feedback in a manner more suited to their current digital lives – by smartphones in real-time."
About Quality Reviews, Inc.
Quality Reviews, Inc. builds proprietary software to enable healthcare provider organizations capture, analyze and improve real-time patient feedback via its flagship product, RateMyHospital®. Based in New York City, Quality Reviews, Inc. was founded by leading physicians and entrepreneurs with over 30 years of clinical, healthcare administration, and technology-building experience. Learn more at http://www.ratemyhospital.com.
About HSS | Hospital for Special Surgery
HSS is the world’s leading academic medical center focused on musculoskeletal health. At its core is Hospital for Special Surgery, nationally ranked No. 1 in orthopedics (for the eighth consecutive year) and No. 3 in rheumatology by U.S. News & World Report (2017-2018). Founded in 1863, the Hospital has one of the lowest infection rates in the country and was the first in New York State to receive Magnet Recognition for Excellence in Nursing Service from the American Nurses Credentialing Center four consecutive times. An affiliate of Weill Cornell Medical College, HSS has a main campus in New York City and facilities in New Jersey, Connecticut and in the Long Island and Westchester County regions of New York State. In 2017 HSS provided care to 135,000 patients from 80 countries and performed more than 32,000 surgical procedures. In addition to patient care, HSS leads the field in research, innovation and education. The HSS Research Institute comprises 20 laboratories and 300 staff members focused on leading the advancement of musculoskeletal health through prevention of degeneration, tissue repair and tissue regeneration. The HSS Innovation Institute was formed in 2015 to realize the potential of new drugs, therapeutics and devices; the global standard total knee replacement was developed at HSS in 1969, and in 2017 HSS made 130 invention submissions (more than 2x the submissions in 2015). The HSS Education Institute provides continuing medical curriculum to more than 15,000 subscribing musculoskeletal healthcare professionals in 110 countries. Through HSS Global, the institution is collaborating with medical centers worldwide to advance the quality and value of care and to make world-class HSS care more accessible to more people.