Your program was already working well. What made you open to a change?
Joy: We had one vendor for listings management and review management, and then we had one vendor for solicitation.
I don't [want] to translate data from one platform and another platform and pull everything into one space. I wanted everything to live in one hub.
I was really intrigued with the [Reputation] product and agreed to a demo, which led to I think three or four demos because we had so many questions and we were just completely captivated by the product.
What stood out to you about the Reputation platform?
Joy: Reputation actually offered one other piece that I've dreamed about, but I didn't think any product out there actually supplied, and that's an integration with our Press Ganey surveys.
Now we'll be able to pull in all of the data from our HCAHPS surveys and compare it in real time. Before I was having to manually pull that information, and by the time I was able to present that information to anyone, it was outdated. It's gonna be incredible to see all of that information live in one space.
We have over 1,600 listings, including providers and facilities. With our previous vendor we were capped at a limited number. Here we're able to pull in all of our listings with Reputation.
How much of your time went to pulling data?
Joy: Of my reputation management time, 30% of that time was dedicated to just manually pulling data.
I can't wait to set up my dashboards just how I like them, so that I'm seeing the data come through the way I want it on a daily basis, rather than quarterly.
What do you hope to learn by putting survey results next to online reviews?
Joy: I think it's gonna give us more of a holistic view of patient experience, because different demographics like to engage with us in different ways... I'm very excited to see what the overlap is gonna be.
"My work is digital, but the outcomes and the connection is so deeply human."
How did you make the business case to leadership?
Joy: The first thing I was impressed with was the ability for you guys to map out an ROI. I had never had a vendor do that before... that ROI piece was huge, to be able to show leadership... the monetary impact of reputation management.
There's also a cost savings, which is huge. To be able to combine all of these efforts and save our system money, that's a win for me.
“It's unbelievable what we can do with less money... what we're getting [from Reputation] is so much more than what we had.”
Joy Benoit, Senior Digital Strategist at FMOL Health
Any advice for other teams?
Joy: For me, the most important thing is to remember that a reviewer is a real person, and so you may not like what they say. But take that as a learning opportunity, and engage with them. I would recommend offline.
Don't attack them for feeling a certain way that they feel... You can take it and make yourself better. Learn from it. You get a lot out of those negative ones.
"The changes that we've made recently with having the benefit of Reputation is that the reviews are looked at almost hourly. Historically, we would look at them daily. We can respond a lot quicker."
"The changes that we've made recently with having the benefit of Reputation is that the reviews are looked at almost hourly. Historically, we would look at them daily. We can respond a lot quicker."
Get your listings, reviews, and surveys in one hub
See how FMOL Health got more for less by combining two vendors into one with Reputation.