// By Jane Weber Brubaker //
The CEO of Kindred Hospital in Mansfield, Texas was concerned. A patient and the patient’s family member had previously committed to coming to the facility. “Then they went online, and they read the reviews, and they came back and told [the facility] that they were not coming any longer,” says Ryan Squire, Senior Director of Social Media at Kindred Healthcare. “It got my interest and made me think, we really need to look at what’s happening in other locations.” Kindred Healthcare has 2,730 locations and operates in 47 states.
Reviews Third-Most-Trusted Source
Sixty-six percent of respondents to Nielsen’s 2015 Global Trust in Advertising survey say they trust consumer opinions posted online. Reviews are the third-most-trusted source, after recommendations from friends and family (83 percent), and branded websites (70 percent). Squire cites statistics from Pew Research indicating that only 3 to 4 percent of consumers write online reviews of treatments, hospitals, or clinicians.
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Kindred Healthcare made significant gains beginning in 2012 by paying close attention to online reviews, and acting on them. Continue reading to learn how they did it, and how other health systems are improving their online reputations. Please log in.
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