Creating a Hospitality-Influenced Reputation Management Strategy in Health Care


What happens when a former executive from Starwood Hotels and Resorts takes over marketing at a physician practice? Florida Orthopaedic Institute implemented a strategy for creating a 5-star customer experience — and attracting more patients — with online reputation management playing a vital role. Learn about the approach, tactics and technology platform behind their reputation management program including: Adopting a high-touch approach for responding to patient reviews and surveys; Improving customer experience across its locations with patient feedback; Increasing online reviews and survey responses with email and mobile-texting campaigns; And winning over physicians skeptical of online reviews


  • Donna Bossuyt, Director of Marketing and Customer Service, Florida Orthopaedic Institute
  • Kim Mott, Marketing & Customer Service Manager, Florida Orthopaedic Institute
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