During planning discussions for 2016, Erik, our CEO asked us to really listen and focus on what our customers are asking for. In our discussions with partners and customers, one of the clear things we’ve learned is that health providers demand more than just online review management — they want to understand patients. Getting more positive reviews is more likely when patients feel like they are heard. We’ve learned that our most successful customers don’t just focus on increasing positive reviews, they also use our services to understand and improve patient experience.
It became clear that we should embrace this as an opportunity to align our identity with what customers value from us.
Over the next several weeks, Review Concierge will become EMPATHIQ. We are the same company and the same team. We are still focused on helping health providers monitor, manage, and optimize their online reviews. But ultimately, we know that reviews are about listening to your patients. Fundamentally, that makes us a patient experience company — and helping health providers understand and deliver better patient experience is part of our mission.
This is more than just a name change for us. As part of our transition to EMPATHIQ, we will be adding new features, services, and product enhancements based on customer feedback. This includes a new website, improved user experience for our report cards, and simplified design that makes review optimization more effective with actionable insights.
What does EMPATHIQ mean? We believe patient experience is about empathy. There is a difference between clinical outcomes and patient experience, and reviews have become critical to understanding how patients feel about their care. But making sense of feedback is easier said than done. EMPATHIQ means enabling empathy through useful intelligence. If you get a negative review, that’s important to know and address — but just as important, if not more so is understanding why you got a negative review. Likewise, we want to help you get more positive reviews, but we really want you to understand why your patients are happy.
How will this change what I’m currently getting? The short answer is, it won’t. You will continue to receive the same core product you get today. But you will see some added functionality, design, and updated features.
We will keep you informed without disrupting what’s currently working for you. We will continue to listen to your feedback, and encourage you to reach out and let us know how we’re doing. Feel free to contact us with any questions or comments.