If Good Medicine Defines Hospital Success, Why Are So Many Patients Complaining?

Vanguard’s CEO shared findings from a recent study to radio stations across the United States

CEO of Vanguard Communications Ron Harman King spoke with multiple radio shows about his company’s recent study of online reviews that found nearly two-thirds of patients give the nation’s top-20 hospitals as ranked by U.S. News & World Report mediocre to poor ratings in online reviews.

While these hospitals are renowned for outstanding clinical outcomes, specialty care and medical expertise, a survey by Vanguard Communications of nearly 2,700 reviews of the same hospitals on the website Yelp.com showed that patients generally express more concerns about customer service experiences. The main concerns seen were for chronic billing problems, poor follow-up communication, wait times and parking availability. Service-oriented complaints out-numbered clinically based grievances by a factor of 5 to 1.

Read the full press release here

Learn about Ron’s tips for hospital patients

Radio show audio clips