- Survey and program design
- Interactive dashboards
- Data analysis
- Action management
The healthcare organization committed to learning from patients’ feedback, addressing their issues, and boosting its Google presence and online reputation.
Baptist Health had an image problem bordering on invisibility: Its online presence was nearly nonexistent. When consumers looked online for urgent care services near them, the Florida-based Baptist Health was listed on the second page of Google search results. The organization’s immediate need was capturing reviews across its 25 urgent care locations, responding to those reviews, and providing service recovery to patients who had unsatisfactory experiences. The marketing team was spending too much of their budget on digital ad campaigns, with little impact on urgent care facilities, which had historically low star ratings on review sites.
The urgent care centers’ review volume was low at many locations and better at others, ranging from eight to 130 reviews.
“Review volume was low—people couldn’t find us on Google,” says Valeska Valencia, Director of Reputation Management and Social Media at Baptist Health. “We weren’t asking people to leave reviews, so we didn’t have an accurate snapshot of our patients’ experience.”
Facts & figures
For Baptist Health South Florida
outpatient centers, urgent care facilities, and physician practices
digital surveys sent in 2022
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