In collaboration with Guest Experience, analyze HopeHealth’s current reputation management process for online and digital complaints across Google, Facebook, and other review platforms, and compare it to healthcare best practices.
Based on this analysis, identify opportunities for refinement and formally document a standardized workflow that clarifies roles, escalation pathways, service recovery expectations, and system usage. Ensure 100% of priority review platforms are monitored weekly, response protocols for all negative reviews are documented within defined timeframes, and ratings expectations are within a realistic range based on locations and services.
