Andrew Rainey is the Executive Vice President of Strategy and Corporate Development at Binary Fountain. Elizabeth Davis, the manager of online marketing at HCA Healthcare, works closely with Andrew and Binary Fountain as a client. In this conversation, recorded at Health:Further 2018, we talk about why reputation management isn't just clicking three out of five stars and walking away. In healthcare, reputation management means collecting and responding to feedback in near-real time to improve patient experiences. It's also collecting information over time to see which individuals or departments are performing well, and which ones might need some help. Davis and Rainey touch on a common theme, which is that healthcare organizations aren't competing against each other for patient satisfaction, but companies in other sectors like retail. Customers expect high-quality service and quick responses to problems, so a strong online marketing and reputation management system is important for hospitals, physician practices, and clinics.