A Reputation Management Success Story

By: Keiana Hastings

2015 was a busy year for the Reputation Management team. The team deployed a Reputation Management software, Binary Fountain, to nine divisions. Just last week, the team completed the software rollout in the final division. The software has been beneficial in highlighting categories for operational improvement and pinpointing opportunities for service recovery.

In a recent case, a practice received a negative review regarding the front office staff, in which the patient stated she would not be returning. The practice manager was able to reach out to the patient and resolve the issue. The patient, unprompted, updated her negative review with kind words and praise for the staff.

rm example

This is just one example of the great work practice managers are doing to improve their online reputation. In Q2, The RM team will shift its focus to reputation management training. This training course will offer practices tips and resources to improve overall Patient Feedback Scores. For more information, email Elizabeth.Wuellner@hcahealthcare.com.

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