Aligning Reputation with Reality: Duly Health and Care’s Success in Reputation Management

• Anna Vriesema | Director, Digital Marketing | Duly Health and Care, Downers Grove, IL

In today’s digital age, a healthcare organization’s online reputation can be as important as the quality of care provided. Duly Health and Care recognized the challenge of aligning the feedback patients provided through Press Ganey surveys with public reviews on platforms like Google. Often, the reviews posted were either highly positive or negative, creating a skewed perception of patient satisfaction. To bridge this gap, Duly implemented Press Ganey’s Campaigns tool to actively engage satisfied patients and encourage them to share their experiences publicly. In just four months, Duly’s Campaigns strategy has generated nearly 10,000 Google reviews across 800 providers and 120 locations, increasing the average star rating from 3.8 to 4.8 stars. By empowering satisfied patients to share their voices, Duly Health and Care has successfully transformed its online reputation to align with the excellent care it delivers. Join us to learn how Duly’s innovative approach to reputation management has enhanced patient trust, improved visibility, and strengthened our position as a trusted healthcare provider. Attendees will gain insights into the implementation of Press Ganey’s Campaigns tool and the measurable outcomes that demonstrate the power of an aligned reputation strategy in today’s competitive healthcare environment.