Patient Experience and Growth Strategy Case Study

This case study outlines the implementation of a structured reputation management program at two mid-sized hospitals within the WVU Medicine system, Camden Clark Medical Center and Wheeling Hospital. The objective was to enhance how patient reviews and experiences are captured and utilized to improve patient engagement and provider visibility. The initiative began with a pilot program at Camden Clark, which utilized a phased, data-informed approach to build trust among providers and validate the program's effectiveness. As the program expanded, it demonstrated significant growth in patient engagement, with over 34,000 review invitations distributed and a 32% click-through rate. Wheeling Hospital adopted Camden Clark's proven model to accelerate its implementation, focusing on strengthening digital presence and enhancing provider visibility. The case study illustrates the importance of a structured approach to reputation management in healthcare, highlighting the need for ongoing governance, provider engagement, and integration with broader organizational strategies to sustain and expand the initiative.