CHPRMS 53rd Annual Conference - DO NOT USE

Patients and families in diverse communities are posting about their care in real time, often revealing expectations and
concerns not captured in surveys or scores. Learn how digital ethnography helps Roper St. Francis use cultural insight and
community listening to build trust, understand emerging themes, and apply insights to brand strategy, service planning,
and experience improvement.
LEARNING OBJECTIVES
- Learn how listening to the lived experiences of your community can help hone strategy2)
- Understand how digital ethnography can be applied to uncover gaps, inform decision-making3) Find out how digital
ethnography strengthens patient acquisition and retention