Becker's Healthcare August 3, 2023
Orlando (Fla.) Health responds to patient complaints — and compliments — on social media in real time, its marketing chief told Becker’s.
The health system monitors social media platforms 24/7. If, say, a patient posts on Facebook that an emergency room wait time is too long, the marketing department jumps into action, said Andrew Snyder, senior vice president of marketing and communications.
“On all shifts, there’s always somebody who the social team can reach out to and say, ‘Could you go visit Mrs. X, who’s downstairs in the ER?’ And then we private message that person and tell them that somebody will come down and visit,” Mr. Snyder said. “We thank people for saying nice things about us and we...
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