Vanguard Health Systems manages 28 hospitals and healthcare-delivery networks with across the country, including Abrazo Health Care, a healthcare system made up of 10 hospitals and clinics in Phoenix, Arizona.
When Parthenon began working with Abrazo, the organization did not have any system in place for monitoring its online reputation. In a comprehensive audit, Parthenon found 150 public online reviews — a majority of which were negative. More importantly, none of the reviews had received a response, or any kind of engagement from Abrazo or the hospital in question.
Parthenon worked with Abrazo to develop a comprehensive strategy that works with popular platforms like Google+, Yelp and Healthgrades to claim Abrazo’s listings. Parthenon then set up an online monitoring system that scans the web and social platforms for mentions and then confers with Abrazo to address each mention — negative or positive — as quickly as possible.
The health system has benefited from the monitoring and quick response approach: One Abrazo hospital was able to address the concerns of a disgruntled patient and reschedule him for a new appointment. Parthenon also located a negative review on Yelp for a similarly named hospital in another state that had been incorrectly placed on an Abrazo hospital-review page. Parthenon worked with Yelp to have the review removed from Abrazo’s page, which was done within 24 hours.