Case Study: Gerald Champion Regional Medical Center achieves 66% increase in clickthroughs from business listings with Reputation.com

Gerald Champion Regional Medical Center Increases Clickthroughs from Business Listings by 66% with Reputation.com

Gerald Champion Regional Medical Center, an acute-care hospital serving roughly 30,000 people in Alamogordo, NM with 99 beds and 70+ affiliated physicians, needed a streamlined way to keep Google My Business listings accurate and to collect and respond to patient feedback. The hospital struggled with time-consuming manual updates (postcards) and no formal review-response process, so it engaged Reputation.com for an integrated Business Listings, Reviews, Surveys and Social solution to act as a liaison to Google and simplify patient engagement.

Reputation.com deployed a unified dashboard, listings management, Surveys, instant review notifications and response templates, enabling real-time monitoring and HIPAA-aware responses. As a result, Gerald Champion achieved 100% listings accuracy, a 14× increase in review volume, positive reviews rising from 53% to 86%, average rating improving from 3.1 to 4.8, and during 2018 saw clicks-to-website up 66%, clicks-to-call up 41% and clicks-to-directions up 37%, along with faster service recovery and improved patient experience.

Gerald Champion Regional Medical Center

Autumn Garrison

Marketing Coordinator