Baptist Health South Florida increases review volume by 376% and boosts overall star rating

The solution

It was clear to Valencia that Baptist Health needed to collect more patient reviews for its urgent care centers to improve both star ratings and search rankings.

In December 2019, Baptist Health engaged Press Ganey to launch
a reputation-focused campaign using Press Ganey’s campaigns solution, a testimonial module available within the consumer experience suite of solutions. Using campaigns helps healthcare organizations boost their online presence and reputation by encouraging patients to leave reviews on popular patient and consumer websites. It also lets organizations choose which websites they want to focus on. For Baptist Health, “Google was where we were hurting,” Valencia says. “And that’s also where people are searching for urgent care facilities and leaving reviews.”

Within 36 hours of leaving an appointment, Baptist Health patients receive an automated text message prompting them to leave a Google review. Patients have responded favorably to these efforts.

Press Ganey has been a true extension of our team. They have helped us grow our brand and hear the consumer voice.

Valeska Valencia
Director of Reputation Management and Social Media,
Baptist Health South Florida

The results

By December 2020, Baptist Health could boast more than 23,000 reviews on Google and an average rating of 4.6 stars (out of 5). Since then, that number has jumped by 376%, putting Baptist Health at 112,000+ Google reviews today—while maintaining its 4.6-star average rating. Furthermore, over 70% of Baptist Health’s urgent care facilities have more than 1,000 reviews, and all 25 facilities have a rating of 4.3 stars or higher.

The text messaging campaign has also pushed Baptist Health up in Google’s search results. In many cases, locations that were once listed on the second page of Google are now ranking in the first or second position on page one.

Armed with a trove of reviews—both positive and negative—Baptist Health began analyzing the feedback to understand how its urgent care centers can improve and where facilities are excelling.

“Before testimonial campaigns, we were simply guessing what patients wanted,” Valencia says. “But there’s no more guessing about how patients feel. These are real-time reviews, which means real-time recovery, and that makes a direct impact on each location’s listing and the organization.”

Because patients are prompted to leave a review within 36 hours of their appointment, the Baptist Health team can quickly address any issues or correct any problems that a patient brings up. “It was eye-opening, because patients pointed out things we didn’t even know we were doing wrong, and it gave our operations team an opportunity to fix them,” Valencia says. The team also uses positive patient feedback to recognize and reward staff.

Valencia notes that working with Press Ganey has been invaluable.
“Press Ganey has been a true extension of our team,” she says. “They have helped us grow our brand and hear the consumer voice. I have complete trust in this partnership.”

Given their success with urgent care facilities, Baptist Health has also started to deploy Press Ganey’s solutions with its emergency departments, primary care providers, primary care locations, diagnostic imaging centers, and hospital services.