Sentiment & Brand Monitoring
Track how patients and the public talk about UMMC across reviews, social media, news, blogs, and forums, and catch reputation risks early.
Sentiment Trend
Last 6 MonthsMentions by Source
Mentions by Entity
| Entity Type | Mentions | Positive % | Negative % | Trend |
|---|---|---|---|---|
| Organization (UMMC) | 1,842 | 71% | 8% | |
| Facilities | 1,326 | 68% | 11% | |
| Providers | 744 | 79% | 6% | |
| Programs | 291 | 74% | 7% | |
| Executive Leadership | 115 | 52% | 14% |
Top Conversation Themes
Bar length shows relative conversation volume; colour shows sentiment.
Risk Alerts & Escalations
Potential reputation risks detected by monitoring. Critical alerts are escalated to UMMC Communications within 4 hours.
| Alert | Source | Severity | Detected | Escalated | Owner | Status |
|---|---|---|---|---|---|---|
| Negative news story on ER wait times | Sample News Outlet | Critical | Today, 7:10 AM | 8:05 AM (55 min) | UMMC Communications | Awaiting UMMC Decision |
| Viral social post about parking at main campus | fFacebook | High | Yesterday, 4:22 PM | 5:40 PM | UMMC Communications | Monitoring |
| Forum thread criticizing billing process | Medium | Oct 29 | Oct 29 | Patient Financial Services | Resolved |
Crisis Response Workflow
Critical alert: Negative news story on ER wait times
Visible Lead detects, verifies, and escalates. UMMC Communications authorizes all public statements and decisions.
Live Mention Feed
LiveMentions that may contain patient information are restricted to authorized users.
“Patients report longer emergency department waits this month...”
“So grateful for the nurses who cared for our son last week...”
“Anyone have advice on understanding a hospital bill from...”
“Proud to celebrate our transplant team's milestone...”
“A look at new clinic openings in the Jackson metro...”
Competitor Sentiment
| Organization | Mentions | Net Sentiment | Avg Rating |
|---|---|---|---|
| UMMC Health SystemYou | 4,318 | 64 | ★ 4.6 |
| Competitor A | 3,104 | 58 | ★ 4.4 |
| Competitor B | 3,690 | 61 | ★ 4.5 |
| Competitor C | 2,215 | 49 | ★ 4.3 |
Sentiment Insights
- Overall sentiment improved 5 points this month, led by positive provider and pediatric mentions.
- Wait-time conversations are rising across news and social, concentrated on emergency and urgent care.
- Executive Leadership mentions are low in volume but trending negative; monitor closely.
Recommended Actions
View Full Sentiment Report- 1Coordinate a response approach on ER wait times with UMMC Communications.
- 2Share positive Children's of Mississippi stories through owned channels.
- 3Publish a billing FAQ to address recurring forum questions.
Sources: Birdeye Listening (Facebook, Instagram, LinkedIn, Google, YouTube, TikTok); third-party media monitoring (news, blogs, forums, Reddit); Birdeye review data.