Case Study: Baptist Health South Florida boosts Google reviews and star ratings with PGForsta

Baptist Health South Florida increases review volume by 376% and boosts overall star rating

Baptist Health South Florida, a major healthcare organization, faced a challenge with its nearly nonexistent online presence and low review volume for its 25 urgent care centers. Its facilities were difficult to find on Google and had historically low star ratings. The marketing team's efforts were ineffective, and they lacked an accurate understanding of patient experiences. To address this, they partnered with vendor PGForsta and used its testimonial module for a reputation-focused campaign.

The solution from PGForsta involved sending automated text messages to patients within 36 hours of their appointment, prompting them to leave a Google review. This strategy resulted in a 376% increase in online reviews, bringing the total to over 112,000 while maintaining a 4.6-star average rating. Furthermore, over 70% of locations now have more than 1,000 reviews, and all facilities have a rating of 4.3 stars or higher. The improved review volume also boosted their search rankings, with many facilities now appearing on the first page of Google results.

Baptist Health South Florida

Valeska Valencia

Director of Reputation Management and Social Media