Case Study: Nicklaus Children’s Hospital achieves improved service and higher patient ratings with ReviewTrackers

How Nicklaus Children’s Hospital Improves Service and Responds to Patient Reviews

Nicklaus Children’s Hospital, part of Miami Children’s Health System and a leading pediatric provider with 286 locations, needed a better way to capture and act on patient feedback from web review sites. Marketing and web teams found manual collection time-consuming and wanted to monitor physician and outpatient reputations while staying HIPAA-compliant in public responses.

By adopting ReviewTrackers (customer since Feb 2015), the hospital centralized reviews from multiple sources into a real‑time dashboard, aggregated star ratings, and automated reports for service-line leaders. The platform enabled timely, HIPAA‑safe responses, surfaced service gaps (scheduling, billing), raised staff awareness of online reputation, and contributed to an improved overall rating and stronger patient engagement.

Nicklaus Children’s Hospital

Saran Zamora

Marketing Coordinator