Healthcare

Your patients are reviewing you publicly. Their words contain your improvement roadmap.

Google reviews of your facilities contain detailed, unsolicited patient feedback about wait times, staff attitude, cleanliness, billing confusion, and care quality. GWR's Advanced CX Analytics extracts structured intelligence from this data — turning thousands of reviews into a clear, prioritised improvement plan.

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01The Challenge

Patient satisfaction surveys are structured but limited. Public reviews are unstructured but brutally honest. The facilities that improve fastest are the ones that systematically mine both sources for insight.

Facility reputation diverges without anyone noticing.

Your main hospital has a 4.3 on Google. Your outpatient clinic has a 3.5 with recurring complaints about reception attitude and parking. Prospective patients see both ratings when searching for care.

Recurring complaints are buried in individual reviews.

Twelve patients mentioned confusing billing. Eight mentioned rude reception staff on evening shifts. Five mentioned unclear discharge instructions. Individually, each review seems like a one-off. Together, they're systemic issues.

You don't know how you compare to nearby providers.

Patients have choices. They compare your reviews to the hospital across town and the new clinic down the street. Without competitive sentiment analysis, you don't know where you're winning or losing.

02The Cost of Inaction

With 81% of patients reading reviews before choosing a provider, your public review profile is your first impression. Patients who read three negative reviews about wait times will book elsewhere — and you'll never know you lost them.

81%

of patients read online reviews before choosing a healthcare provider

69%

of patients would switch providers for a better overall experience

40%

of patients avoid care to avoid the hassle of starting with a new provider

90%

of individuals share bad healthcare experiences through word-of-mouth

03The Solution

Collect

Aggregate all public reviews across Google, health-specific platforms, and social media by facility and department.

Decode

Apply sentiment analysis to categorise feedback: access, wait times, staff attitude, communication, billing, cleanliness, care quality.

Compare

Benchmark facility performance against nearby providers and network peers on every patient experience dimension.

Direct

Deliver facility-level dashboards with prioritised improvement actions ranked by patient impact and competitive positioning.

40K+

Reviews Analysed

Healthcare Groups Benchmarked

Sentiment Dimensions Tracked

Request your custom analytics report.

Tell us about your facilities and we'll show you what your patients are publicly saying — and where your biggest improvement opportunities are.

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