Provider Spotlight

01 · Why it matters

Doctors were the last to hear what patients said

Patients leave feedback everywhere: Google, Yelp, Healthgrades, hospital surveys. It’s some of the most honest information a doctor can get about their care. But doctors don’t have time to log into a platform and dig through it.

So health systems hired staff to read it for them, and pass along what they found. A game of telephone, between the platform, the admins, and the one person who could actually act on it.

The person the feedback was about was the last to see it

02 · Where it started

A spreadsheet, emailed once a month

The old Provider Star Rating Scorecard did its job on paper. Every number was there. But it read like an audit: dense tables, gray bars, and a rank buried in a sentence. Nobody looked forward to opening it.

The goals

• Bring doctors into the loopFeedback only helps if the provider sees it.A report built for the phone in their pocket, not a desktop they never sign into.
• Make complex data simpleRatings, rankings, sentiment, volume: it's a lot.One score, one rank, and a plain-language summary, with the details a tap away.
• Make Press Ganey an allyFeedback can feel like judgment.A report that opens with good news and leaves doctors feeling seen, not graded.

03 · The report

Start with good news

Every report opens with a personal welcome, because a happy doctor is more likely to give great care. Then comes one number that sums up everything: the Reputation Score, with how much it moved since last time.

Thousands of comments, one paragraph

AI reads every comment and writes a short summary in plain English, with the key phrases highlighted. A doctor can understand a month of feedback in the time it takes to wait for an elevator.

Each section of the report is also a doorway: average rating, new positive comments, all comments. Read straight through, or jump to what matters.

Read it all, earn a little something

A progress tracker sits at the top of every page. Finish the report and Stars land in your bank. It’s a small nudge, and it works: almost every provider opens the report, and most read to the end.

04 · Ranking

A rank that feels fair

Research showed that seeing where you stand drives both engagement and a sense of fairness. But traditional rankings grade on a curve, and most people end up feeling average. So the design team worked with engineering to drop the bell curve.

Instead, there are three simple tiers: Excellent, Good, and Opportunity. Each shows how many colleagues are in it, so a rank always comes with context. Managers and providers use it together to talk about growth, promotions, and next steps.

05 · Recognition

Stars worth spending

Stars aren’t just points. In the Star Exchange, providers spend them on real rewards, from gift cards to partner brands. Or they send them to a colleague who had a great month.

Peers recognizing peers turned a report into a culture

06 · The result

Opened, read, and shared

Built to be opened, and read

Old scorecardSpotlight

30% moreProviders using it, compared with the old scorecard

Old scorecardSpotlight

98%Of providers open their report

98 of 100

90%Of clients opted into ranking

90 of 100

Doctors also added 22,000 points to their reputation scores and traded 500,000 Stars along the way. It was built on the existing design system, with about 80% of the components reused. Every new piece, from the score card to the ranking scale, now belongs to the system for other products to use.

In their words