Case Study: Baptist Health improves patient experience and loyalty with Listen360

How Baptist Health Remains #1 in an Increasingly Competitive Market

Baptist Health, a leading healthcare provider in Northeast Florida, needed a better way to understand and improve the patient experience as its network grew and patient expectations became more consumer-driven. Its existing CMS-required satisfaction surveys were too slow, too lengthy, and not designed to help the organization act quickly on feedback or stay competitive.

To address this, Baptist Health implemented Listen360’s NPS-based patient engagement platform with real-time, 30-second surveys integrated into its EHR. Listen360 helped the health system collect nearly 1 million feedback requests, achieve a 35% average response rate, and use patient insights to drive faster service recovery, smarter business decisions, stronger physician performance, and continued recognition as Jacksonville’s Most Preferred Healthcare Provider.

Baptist Health

Diane Raines

Sr. Vice President & Chief Nursing Officer