Trust in institutions is declining, and healthcare is not immune. At the same time, patients are relying more heavily than ever on what other people say online to decide where, when, and whether to seek care.
In this episode of Touch Point, hosts Chris Boyer and Reed Smith revisit reputation management with a fresh lens. Not as a checklist of review sites to monitor, but as a leading indicator of patient trust, experience, and long-term loyalty.
The conversation explores how reputation is shifting beyond Google and Facebook into places health systems rarely control or even monitor. From Reddit threads and local forums to unsolicited patient stories that carry more weight than polished testimonials, reputation today is fragmented, emotional, and deeply contextual.
Chris and Reed also unpack a growing tension in healthcare marketing and patient experience. As more organizations are encouraged to solicit reviews through formal programs, are we improving transparency or simply priming the pump. And how should teams interpret star ratings versus narrative feedback when trying to understand real service breakdowns and recovery opportunities.
Key topics include:
- Why declining trust makes reputation a strategic asset, not a marketing afterthought
- The difference between solicited and unsolicited reviews and why it matters
- How online reputation signals future loyalty and patient experience scores
- Where reputation actually forms today and why traditional monitoring tools fall short
- How health systems can move from reactive review management to meaningful insight and action
This episode is a practical, opinionated update for anyone responsible for brand, experience, access, or digital strategy in healthcare. Reputation is no longer just about what people say. It is about what organizations choose to hear and how they respond.
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