2,500 reviews in one month: What happens when exceptional care becomes visible

RLD360 | Patient Experience & Growth Case Study

How USA Health increased ratings, expanded access and accelerated growth through patient voice

Overview

USA Health didn’t have a patient care problem. Across the health system, providers were delivering compassionate, high-quality care every day. The challenge was that many of those experiences never made it online.

Before implementing RLDatix’s Patient Experience & Growth solution, part of the RLD360 platform, USA Health averaged approximately 50 to 60 reviews per month across the organization. As an existing RLDatix customer, the health system was already leveraging multiple solutions to support safety, compliance, provider management, and operational performance. Patient Experience & Growth enhanced that investment by helping USA Health capture, understand, and act on patient voice as part of a more connected organizational strategy.

As Marie Katz, Executive Director of Marketing and Communications, explained, satisfied patients often moved on with their lives after receiving great care, while negative experiences were more likely to appear publicly. At the same time, patients were increasingly turning to online searches, ratings, reviews, and even emerging AI-powered recommendation tools when making healthcare decisions. USA Health recognized an opportunity to better capture patient feedback, strengthen its online presence, and gain insights that could support future growth.

The Challenge: Capturing meaningful experiences

For USA Health, the issue wasn’t a lack of positive patient experiences; it was a lack of visibility into those experiences. As Marie explained, an individual who enjoys a great meal at a restaurant may tell a friend or two about it, but probably won’t take the time to leave a review. Healthcare works much the same way.
Patients often receive exceptional care but never document their experiences online. Meanwhile, people who have a disappointing experience are more motivated to share their feedback publicly.

The result was an incomplete picture of patient experience across many specialties and locations.

USA wanted a better way to:

• Capture authentic patient feedback
• Better understand the patient experience
• Strengthen provider and location reputations
• Inform marketing and outreach efforts
• Improve access to care by understanding where patient demand existed

Most importantly, the organization wanted to ensure that the quality of care patients experienced was reflected more accurately in the stories
prospective patients were seeing online.

"It became an important part of what we needed to do to compete in our market.”

Marie Katz, Executive Director of Marketing and Communications, USA Health

The Opportunity: Turning patient feedback into insight

As an existing RLD360 customer, USA Health expanded its toolset with the Patient Experience & Growth module through a pilot involving 100 providers. The goal wasn’t simply to generate more reviews. It was to extend the organization’s connected approach to improvement by bringing patient experience and growth data into the broader RLDatix ecosystem. The early results were immediate. Within the first week, leadership saw review volumes increase significantly and ratings begin to climb. Service lines that had struggled with limited online visibility suddenly had a growing body of patient feedback reflecting the care they were already providing. Providers across the health system quickly wanted to participate in the program.

Review invitations played an important role in this effort. By making it easy for patients to share feedback shortly after their care experience, USA Health generated a 30% click-through rate on review invitations, helping more patient stories surface online. The program helped capture and amplify experiences that were already happening every day.

As the pilot expanded, USA Health discovered that patient feedback offered more than reputation benefits. Reviews provided insight into what patients valued most. They highlighted exceptional experiences, surfaced opportunities for improvement, and helped leadership see emerging trends across locations and specialties. What started as a way to collect reviews evolved into a broader strategy for listening to patients and acting on what they were saying.

Recognizing exceptional care:
Within months, review volume increased dramatically, and ratings improved across multiple specialties. Neurosurgery moved from a 2.64-star rating to 4.78 stars. Surgical Oncology, which previously had no reviews, reached a 4.96-star rating supported by meaningful patient testimonials.

For Marie and the rest of the USA Health team, one of the most rewarding outcomes was reading reviews from patients describing how providers and staff had supported them through difficult healthcare journeys, including cancer care experiences where patients described their care teams as family. More than 2,500 newly generated reviews specifically referenced positive experiences with doctors and staff. As those insights were captured and shared at scale, it boosted morale throughout the organization.

Expanding access strategically:
USA Health also began leveraging Predictive Patient Targeting to better understand where patients were located and where demand existed across the market.

One example involved a new men’s health urologist joining the organization. Using predictive data, the team identified geographic concentrations of patients who could benefit from those services. The information helped inform a decision to place the physician in Fairhope, Alabama several days a month, bringing care closer to patients who needed it.

The same approach is helping USA Health evaluate future access opportunities and think more strategically about where services should be offered.

Connecting outreach to outcomes:
The organization also began using HIPAA-compliant predictive data to identify individuals most likely in need of specific services and coordinate targeted outreach efforts. When a nearby Air Force base lost local obstetric services, USA Health saw an opportunity to support expectant mothers who suddenly needed alternatives for care. Using targeted campaign capabilities, the marketing team delivered a focused maternity outreach campaign to families in the affected area.

The campaign ultimately generated a 1,886% return on ad spend, demonstrating how predictive insights could help connect patients to care. Just as importantly, the initiative generated positive patient feedback from a mother who chose USA Health for its reputation and level of care, despite living an hour away.

"The providers have been giving this level of care all along, but now we’re getting to hear about it.”

Marie Katz, Executive Director of Marketing and Communications, USA Health

The Impact: From feedback to action

The most significant outcome wasn’t simply a higher volume of reviews. Patient feedback became a source of actionable information that could be used across the organization.

USA Health used those insights to:

• Better understand patient experiences
• Support provider and service-line reputations
• Guide marketing and outreach initiatives
• Improve access planning
• Demonstrate return on investment for growth initiatives
• Connect patient experience insights with broader organizational priorities through the RLD360 platform

The organization also began seeing broader benefits from increased visibility. During a conversation with an orthopedic surgery leader, Marie tested an AI search by asking for the best pediatric orthopedic surgeon in Mobile, Alabama. The results highlighted a USA Health physician based on strong online ratings and reviews, demonstrating how patient feedback was influencing not only traditional search, but emerging AI driven discovery as well.

Why it Matters: The power of a connected platform

For USA Health, the Patient Experience & Growth module became more than a reputation management solution.

As an RLD360 customer, the organization already relied on RLDatix solutions to support event reporting, credentialing and privileging, standards and regulatory compliance, and provider management and satisfaction. When USA Health added Patient Experience & Growth, patient voice became another critical signal within that broader ecosystem.

The RLD360 platform helps healthcare organizations connect insights that are often managed in separate systems. Operational, workforce, compliance, safety and patient experience data can be viewed as part of a more complete picture, helping leaders understand not only what happened, but also what actions may create better outcomes moving forward.

For USA Health, that means reputation management, predictive patient targeting, surveys, provider performance insights, compliance programs and operational intelligence no longer function as isolated initiatives. Instead, they contribute to a connected strategy focused on improving care, strengthening relationships, expanding access and supporting sustainable growth.

By adding Patient Experience & Growth to its existing RLD360 investment, USA Health strengthened its ability to listen to patients, demonstrate value and connect growth initiatives to broader organizational goals.