Reputation & Customer Journey
Map every patient touchpoint and protect your reputation
Feedback monitoring, journey insights, and experience improvement tracking.
Overview
Built for healthcare operations
Reputation & Customer Journey (RCJ) — live at Relaycial — gives hospitals and health networks a unified view of how patients experience care across channels. From online reviews and feedback surveys to wait times and service recovery, RCJ connects journey analytics with reputation monitoring so teams can spot friction, respond quickly, and continuously improve the patient experience.
Key features
What RCJ delivers
Purpose-built capabilities shaped by real healthcare deployments.
Multi-channel review monitoring
Aggregate ratings and comments from Google, social platforms, and healthcare directories in one inbox.
Patient journey mapping
Visualize touchpoints from discovery and booking through visit, billing, and follow-up.
Sentiment & NPS analytics
Track satisfaction trends by department, provider, location, and service line over time.
Response & recovery workflows
Assign negative feedback to owners, track resolution, and document service recovery actions.
Experience bottleneck detection
Correlate wait times, queue data, and feedback to pinpoint where journeys break down.
Competitive benchmarking
Compare reputation scores and review velocity against peer facilities in your market.
Alert & escalation rules
Instant notifications when ratings drop, viral complaints emerge, or SLA thresholds breach.
Executive experience dashboards
CX scorecards for leadership with drill-down by campus, specialty, and time period.
Benefits
Outcomes for your organization
Protect brand reputation
Catch and respond to negative reviews before they damage patient acquisition and trust.
See the full patient journey
Move beyond isolated surveys to understand experience across every operational touchpoint.
Drive measurable improvement
Link feedback trends to operational changes and track impact over subsequent periods.
Leadership-ready insights
Board-level CX metrics without assembling data from disconnected systems.
Use cases
Where RCJ fits
Multi-specialty hospital groups
Monitor reputation and journey quality across branches, specialties, and service lines.
Patient experience programs
Operationalize PX initiatives with journey maps, recovery workflows, and trend dashboards.
Marketing & acquisition teams
Understand how online reputation influences patient choice and referral patterns.
Ecosystem
Works with the Medbyte suite
RCJ connects with other Medbyte products so data flows across your hospital — not through fragile one-off integrations.
Feedback Management
Structured feedback surveys enrich journey analytics with qualitative depth.
Queue Management
Wait time and queue experience data flows into journey bottleneck analysis.
Appointment Management Suite
Booking and no-show patterns mapped to pre-visit journey stages.
Complete Hospital Analytics
CX and reputation KPIs surfaced in enterprise analytics dashboards.
Ready to explore RCJ?
See how Reputation & Customer Journey can support your Patient Engagement workflows.