A review profile rebuilt, ethically
A strong hospital with a thin, outdated review profile. We installed a consent-first review system at discharge and a same-week response protocol across platforms.
The challenge
A clinically strong hospital with a review profile that did not reflect it: low volume, mostly old, and skewed towards complaints because only dissatisfied patients were motivated enough to write unprompted.
What we did
- Installed a consent-first review request at discharge and OPD checkout, built into existing staff routines.
- Direct review links sent on WhatsApp at the desk, so the request took one tap rather than a later search.
- A same-week response protocol covering every review, positive and critical.
- An escalation path routing dissatisfied patients to a manager for resolution before any review request.
- Monthly sentiment reporting so recurring operational complaints reached the people who could fix them.
The result
Figures are drawn from client reporting over the engagement period and rounded for confidentiality. Results depend on catchment, specialty mix, capacity and competition, and are not a prediction for any other hospital.
What we learned
The review stream turned out to be more valuable as an operations signal than as marketing. Recurring themes around waiting times and billing clarity were fixable, and fixing them improved the reviews more than any request process could.