3 ways connected patient intelligence can strengthen trust and drive growth  

Patient feedback is more than a measure of satisfaction. When it’s connected with the right data, it can help health systems strengthen trust, improve care, and find opportunities for sustainable growth. 

In “Growth Through Patient Experience,” part of the Leading Voices of Care webinar series, RLDatix and healthcare leaders shared how they use patient reviews, experience insights, and predictive intelligence to better understand the communities they serve. 

1. Make authentic patient feedback your health system’s superpower 

57% of patients say they rarely or never leave reviews for providers. That leaves reputation in the hands of a few patients unless providers act proactively. 

USA Health in Mobile, Alabama, wanted its online reputation to reflect the care patients received. It launched a pilot with 100 providers, automatically inviting patients to review their recent care on Google through the RLD360 Patient Experience and Growth module. 

In the first month, Google review volume rose from 50 to 60 reviews per month to 2,500, with a 30% click-through rate on invitations. Ratings improved across specialties. Neurosurgery moved from 2.64 stars to 4.78 stars, and surgical oncology, which previously had no reviews, reached 4.96 stars. 

"One of the things we discovered in looking at our predictive patient tool is that many of our patients are from Fairhope, Alabama, which is across the bay from us,” said Marie Katz, executive director of marketing and communications for USA Health. “We have a physician office there, so now, we’re able to place our chief medical officer in that clinic for more days than we’d planned on, knowing that the patient population is there.” 

At Texas Tech Physicians, patient reviews climbed from 3,000 to 45,000 per month, with an average rating of 4.9 stars. At Desert Orthopaedic Center, a patient review campaign for total knee replacement patients achieved a 3,191% ROI and drove $1 million in new patient value. 

2. Turn patient feedback into safety and quality intelligence 

In the past, organizations often waited for a formal complaint before acting on patient feedback. Today, enterprise-wide feedback shows leaders what patients experience and where to improve. That reduces risk while building trust. 

Ty Allen, president, patient experience solutions for RLDatix, highlighted three advancements in RLDatix provider reputation management tools: 

Predictive patient targeting:

Predictive patient targeting helps organizations identify ideal patients by proximity, treatment type, and risk level, using machine learning models refreshed quarterly. The data also shows leaders what’s working in their marketing spend. 

Texas Tech used it when partnering with a teaching hospital to build a new clinic and hospital in an affluent area. 

"It was an incredibly cost-effective marketing campaign to recruit these commercially insured patients to a brand-new service line that we’re offering,” said Samuel L. Jackson, senior director at Texas Tech University Health Sciences Center. “It was incredibly beneficial, and it really built trust with our C-suite.” 

Real-time notifications for service-line leaders:

"This gives our leaders direct visibility into what patients are saying so they are able to recognize outstanding care and identify opportunities for improvement themselves,” Jackson said. 

A detailed view of how patients interact with the organization:

"Something that really helped me when I first started was finding out all the different avenues and channels patients were using to interact with our practice before their visit,” said Vannessa Bratton, marketing manager for Desert Orthopaedic Center. “This helps us in making sure all of those channels not only are convenient for the patient, but also provide beneficial learnings about the practice so we can continue to make the patient experience the best it can be.” 

3. Connect reputation data with safety and quality data for enterprise-wide action 

AI is changing how patients choose care, drawing on ratings, satisfaction data, credentials, and website content, not just reviews. 

"Quality and safety scores are now integral to the decision-making that AI delivers,” Allen said. 

Health systems using the RLD360 platform can combine patient safety, compliance, and patient experience data. This helps organizations target specific patient types based on service line capacity and revenue potential. 

Proactive outreach to people not yet seeking care is uncommon among orthopedic organizations. Desert Orthopaedic Center used both safety and quality data in its total knee and total hip campaigns and achieved a conversion rate four to five times higher than a typical outreach campaign. 

"Investing in ourselves in this way has helped us really achieve our goal of reaching the patients who need us,” Bratton said. 

Find out more 

Explore the Leading Voices of Care webinar series for more ideas on building trust and growth through patient intelligence.