Case Study: Hughston Clinic achieves 378% increase in reviews and major patient-experience improvements with Birdeye

How Hughston Clinic drives exceptional patient experience using feedback

Hughston Clinic, a nationally recognized orthopedic and sports medicine practice with 25 locations and 76 doctor profiles, struggled to collect and manage patient reviews and feedback manually across multiple healthcare review sites. They engaged Birdeye to centralize online reputation and patient experience management, implementing Birdeye Listings, Reviews, Surveys, Insights, Benchmarking and Ticketing (with EHR integration to Athenahealth).

Birdeye provided a single dashboard, API-based listings to keep provider/location info accurate, automated post-visit surveys that drive review requests, and reporting/ticketing to route and resolve issues. The impact was dramatic: reviews grew from about 60 to nearly 8,000, surveys produced over 66,000 responses with ~25% conversion, and Hughston saw major engagement gains (2390% increase in clicks-to-call, 1793% web visits, 840% map views, 1393% search views and 1678% directions), enabling faster issue resolution and improved patient experience.

Hughston Clinic

Kathleen Gibson

System Marketing Director