DEFINITIONS

Reviews

Feedback that includes both a score (stars typically) and textual feedback.

Score

Stars or a number that represents the level of satisfaction the patient had regarding a specific topic.

Ratings

Feedback that either does not include text or is inaccessible beyond a summary box displaying the total number of people that left feedback and the average score.

Review Dashboard

Review
Distribution

This provides a snapshot of the summary performance box from each review site that includes total ratings and the average score. This chart is designed to show users where the majority of ratings are being left, and what the average score is in a simplified, single view.

Monthly
Traffic

This chart is design to show users how many aggregate new Ratings are being left monthly. The algorithm takes the Ratings number at the end of the prior month, and subtracts that value from the Ratings at the end of the current month. If the Rating value is missing, the chart will display all Reviews that were left in that month. If the the ratings at a particular site for a single account are higher in the prior month than in the current month, representing negative traffic, that result is excluded from the aggregate traffic score.

Monthly
Reputation
Trend

The Survey overall rating simply represents the average star rating from all the surveys captured for that time period. The Social number represents the sum of all Scores from all sites divided by the total number of Ratings.

Total Patient Drive

AMR

Aggregate Medical Reputation ("AMR") combines review quantity, quality, and trend across all review sites monitored to arrive at a blended overall score. This provides a simplified way of understanding how an account or group is performing overall. Specifically, reviews sites are given different weightings and max values for quantity and quality of reviews, and trend data is also calculated to arrive at a final score.

Gap Analysis

Our Gap Analysis compares internal surveys to external perception based on review site scores. One of the program’s goals is to close the gap between these two scores, providing the public an improved and more accurate representation of your provider and location performance. External review average scores are in blue, internal surveys are in green, and the difference is represented by columns in yellow.

Values

The Values table is a simple look back comparing an account or group to the client average. Filter represents either the account or group selected, and Client represents all accounts for the client. Average overall rating and quantity of reviews is tabulated. The selected account or group values is colored based on their specific performance compared to the client average.

Review Radar

The Review Radar provides an easy to understand graphical depiction of one's star rating compared to the rest of the client, across all the review sites. The axis values represents average total stars, the various axes represent the review sites tracked, and the green bar represents the average across the client, and the blue represents the filtered results.

Review Sentiment Chart

The Review Sentiment Chart counts the number of positive, negative and neutral sentiment words used in all review text feedback fields, then aggregates the results. The sentiment categorizations come from a nationally recognized list of 3,000 words. The chart plots the categorized quantities as a percentage of the whole and visualized as columns. The total sentiment words counted is plotted as a red line.

Review Word Cloud

The Review Word Cloud determines up to the top 20 sentiment words across all reviews, then graphically depicts them with size relating to relative usage.

Promoters/Detractors

This chart provides users insight into the allocation of patients who may be willing to promote your facility, provider, or group. Surveys with an overall rating of 4 or greater are considered Promoters, less than 4 but greater than 3 are Passives, less than 3 are considered Detractors.

Survey Sentiment Chart

The Survey Sentiment Chart counts the number of positive, negative and neutral sentiment words used in all survey text feedback fields, then aggregates the results. The sentiment categorizations come from a nationally recognized list of 3,000 words. The chart plots the categorized quantities as a percentage of the whole and visualized as columns. The total sentiment words counted is plotted as a red line.

Survey Word Cloud

The Survey Word Cloud determines up to the top 20 sentiment words across all surveys, then graphically depicts them with size relating to relative usage.