Healthcare Organization

Increase the volume of positive reviews on third party review sites that matter, resulting in organic digital footprint improvements and admissions growth
Client

Large healthcare organization

Tools and platforms

Google My Business, Facebook, Healthgrades, Reputation Management platform, transactional email and text solution

Background

The client is a large not-for-profit healthcare organization based in Florida, extending across multiple counties and has 10 key facilities of various sizes.
Due to increasing competition, strategic physician scheduling and continuous expansion, the client was facing multiple digital challenges.
Patients have been increasingly turning to online review sites before selecting a physician, according to a new national survey of patients. Almost half of the patients were willing to go out of network for a physician with good reviews.

Categories
  • Reputation management
  • Social

Goals

  • Collect information across facilities and physician offices in order to publish listings that drastically expand the organic digital footprint
  • Build a framework to respond to online reviews at scale and improve patient sentiment
  • Maximize control over the information patients view about Physicians
  • Develop and grow engagement
  • Understand issues and criticism

Challenges

  • Much of the physicians’ information is incomplete and difficult to access. The data is scattered across multiple locations and employees
  • Many physicians schedule patient visits in more than one location
  • The works of online patient reviews are largely unknown to physician staffs and patient relation departments

The strategy

Stepmiles proposed to develop a workflow which was to be implemented in phases and involved all medical staffs and some administrative departments:

  • Onboarding:
    Data collection, audits, validation, strategy and performance indicators
  • Initiation:
    Pre-approved responses, time sensitivity, industry regulations and advanced training
  • Engagement:
    Develop patient relations towards posting positive online reviews

To increase effectiveness, our team identified the best time to request reviews from patients and helped develop custom personalized scripts to be sent to patients via emails or text messages.

An optimization phase consisting of close monitoring, activity monitoring in relation to patient sentiment helped develop some of the best practices including review requests follow-ups logic that maximized both sentiment and response rate.

Stepmiles also selected a management platform. We customized it based on our client’s specific needs to allow rapid onboarding of dozens of staff members.

The results

0 %

Positive sentiment, a 27.4% increase

0 %

Increase in patient reviews

0 %

Patient calls increase

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