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9/30/19
Are healthcare websites who are marking up certified CAHPS scores going to have the stars removed? 0 Recommended Answers 0 Replies 3 Upvotes
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I wanted to formally share Doctor.com's feedback on the Google product decision to begin removing the 'stars' icons from SERP results where a company has posted reviews on their own domain and accurately marked them up for display as rich content.

We are broadly supportive of this initiative for the majority of categories, such as restaurants or hospitality. However, in healthcare, and specifically for large non-profit healthcare institutions like hospitals, this rule needs to be reconsidered as it will run counter to Google's mission of making accurate and important information more accessible. 

Healthcare institutions are required by federal law to collect feedback from patients, in a system called CAHPS. These scores are federally mandated, happen at very large scale, have been assessed for accuracy and quality, and when it is available, it is the most utilized information patients are using to make decisions. 
I'd like to stress that hospitals are not legally required to share their CAHPS scores publicly. Instead, progressive hospitals are choosing to publicly share this feedback, and they're sharing it on their own websites as part of a movement called 'healthcare transparency'.

Here is an example of a hospital site that uses their CAHPS scores on the front end, have had 'stars' in SERP, and are very focused on getting this accurate patient feedback info into the public sphere in order for patients to consider them when making important healthcare choices.

Please let me know if we can schedule some time with a product owner on this in order to answer more questions live.  

University of Utah President talking about Transparency

Univ of Utah FAQ

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