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Healthcare Report

2021 Healthcare Reputation Report

We analyzed 348,000 customer reviews across 113,000 physicians and facilities to understand how healthcare providers manage their reputations in a world changed forever by a global pandemic. We also worked with research firm YouGov to learn how people make healthcare decisions today, ranging from Millennials to Baby Boomers.

# 1

Positive Sentiment During the Pandemic

A provider’s front-line staff matter more than ever. Staff and bedside manner are the two main drivers of positive sentiment in 2020.

50 %

Importance of reviews

50% of consumers have selected a doctor or facility over another based on reviews.

57 %

Importance of online scheduling

57% of consumers said online appointment scheduling is important.

Why You Should Read This Report

This report gives the healthcare industry insight to improve patient care based on our proprietary Reputation Score — the industry’s leading ranking of healthcare reputation. We also offer crucial insight into how people search for care and what matters most to them during the pandemic.

Consumers use information they find online to make important healthcare decisions and we want that information to be meaningful, actionable, and to reflect the positive reputations of our hospitals and medical providers. We’re proud of the work we’ve done with the Reputation platform to gain insights from customer feedback, improve online visibility and help drive access to quality care.  It’s an honor to be recognized for that work and to be ranked as a leader in online reputation.

Toni Galin


The Covid-19 Impact on Healthcare Reputation

How has the Covid-19 pandemic influenced what patients say about acute care providers in their ratings and reviews? Reputation’s proprietary data provides answers.
65 %

Physicians had zero reviews in 2020.

65% of physicians had zero reviews in 2020. Physicians and facilities alike are disconnected from how Millennials search for care online

50 %

Millennials rely on Google for reviews​

Half of all Millennials rely on Google to find reviews of healthcare providers. But a surprising 50% of healthcare facilities had zero reviews in 2020.

A Digital Reckoning for the Healthcare Industry

The healthcare industry faces a major digital reckoning with Millennials. Half of all Millennials rely on Google to find reviews of healthcare providers — but a surprising 50% of healthcare facilities and 65% of physicians had zero reviews in 2020. Read our report to learn more.

1290 %

Healthcare facilities with strong Reputation Scores have 1,290% more conversions on their Google My Business (GMB) listings.

540 %

Physicians with Higher Reputation Scores get 540% more GMB conversions. 

At our UHS Acute Care Hospitals and Behavioral Health Facilities, our reputation as the preferred healthcare provider in our served markets is important to us. It is a key aspect of our mission statement – ‘to provide superior quality healthcare services that patients recommend to their family and friends.’ We have an unwavering focus on the consumer – making it easier for them to find us online and select us for their care. It’s an honor to know we are the reputation leader, but even more important than the recognition is our continued ability to use feedback to drive operational changes that improve patients’ lives.

Celine Patterson

Lead, Online Reputation Management, Universal Health Services


We analyzed acute care facilities of the 25 largest health systems in the U.S. by revenue using our proprietary Reputation Score. We then listed the top 15 leaders based on Reputation Score. Key findings Include:

  • Healthcare systems with the highest Reputation Scores accumulate an average of 232% more reviews than laggards.
  • Healthcare facilities with strong Reputation Scores have 1,290% more conversions on their GMB listings.
Innovation is a cornerstone of Banner’s mission and we’re fortunate to have Reputation as a partner as we shape the future of healthcare. Ranking among the national reputation leaders is a testament to the work we are doing to improve the Digital Front Door for patients and earn loyalty in the communities we serve.

Alexandra Morehouse

Chief Marketing Officer, Banner Health

What Healthcare Leaders
Should Do

The pandemic has underscored why healthcare facilities and physicians need to manage online reputation closely and proactively to increase conversion rates on GMB listings, which are increasingly a consumer’s entry point for finding care. Our report provides clear and actionable next steps. 

It’s an honor to be recognized as a trusted name within healthcare. In these uncertain times, we have looked for opportunities to serve and lead, and this sort of acknowledgment affirms what we are doing is working. We are fortunate to have tremendous leadership and medical expertise within our system that people turn to as their first and best choice for care, which allows us to improve health, elevate hope and advance healing – for all.

Michael Parkerson

Enterprise SVP & Chief Marketing and Communications Officer, Atrium Health

Reach out to get a deep dive diagnostic review of your online reputation. Learn how to improve.

Read the 2022 Healthcare Report

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