Case Study: Penn State Health achieves efficient, empathetic social engagement with Sprout Social

How Penn State Health delivers efficient, empathetic engagement on social

Penn State Health, a multi-hospital academic health system, needed a better way to manage its growing social media presence, respond to patient questions, and coordinate work across a lean team. Before using Sprout Social, the team juggled multiple tools and struggled to streamline workflows, monitor audiences, and maintain empathetic engagement in a crowded healthcare social landscape.

With Sprout Social, Penn State Health centralized social management with tools like Smart Inbox, Saved Replies, Tagging, Reporting, and Social Listening. The results were significant: custom report creation time dropped by nearly 70% in six months, errors were reduced by 80% to just one support ticket per month, support turnaround time improved from 3–5 days to 1 hour, and the team eliminated the need for an additional contractor-supported role.

Penn State Health

Amy Peiffer

Social Media Lead