Becker’s Interview: UHS’ Roselle Charlier on Patient Engagement
January 2026 – In 2025, King of Prussia, Pa.-based Universal Health Services sent more than 1 million text messages to patients to solicit Google reviews, which remain vital for health systems even in the era of AI search, a leader told Becker’s.
Not only that, but UHS, a publicly traded system with 29 acute care and 345 behavioral health hospitals, responded to those reviews in an average of 12 hours, aiming to make current – and future – patients feel like they’re being heard.
Press Ganey recently bestowed UHS with its 2025 Guardian of Excellence Award for ranking in the top 1% of providers for consumer experience.
Becker’s recently caught up with Roselle Charlier, UHS Vice President and Chief Marketing and Communications Officer, to learn more.
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