PATIENT REVIEW INVITATIONS
Text message reminders are core to the SocialClimb model. DOC now uses SocialClimb to automatically deliver personalized text messages from physicians within 24 hours of an office visit that invites patients to internally review their experience. Reviews that are potentially negative go straight to the DOC team for damage control. Patients who feel positive about their experience at DOC are directed to leave a public review on sites like Google, Facebook, Health Grades, or Vitals. SocialClimb’s quick links allow them to leave a positive review in seconds with very little effort.
The DOC team receives a daily report of any negative reviews from patients. This enables them to quickly respond to issues and make adjustments. It also identifies what needs improvement.
SocialClimb instantly began improving DOC’s social reviews on Google and Facebook. Thousands of happy DOC customers were automatically invited to leave social reviews via personal text messages from the doctors they had just seen. Hundreds of five-star public reviews were received, and the practice’s social review scores soared.
Improved social review scores translated quickly into improved rankings on Google and greater visibility on Facebook. DOC’s negative search engine results were transformed into positive rankings in the Google 3-pack for every keyword tracked. Additionally, all doctors now have SocialClimb Reports and Scores. These tools provide greater visibility into patients’ experiences and overall trends in patient sentiment in the practice. They also allow the team access to every review written about the practice, whether public or private.
“SocialClimb enabled our wonderful patients to dramatically improve our social media image,” said DOC CEO Michael Pendleton. “It also gives us the insight into our patients’ experiences that we have been seeking as we work to improve and measure real outcomes.”
With the use of the Provider Report Card, Pendleton also feels that his doctors are on their best behavior since they know a text goes out after each visit asking for a review. As a result, the group has seen very few negative reviews, and any that have come through have been addressed privately.
“The implementation of SocialClimb has been wildly successful,” said Pendleton. “We have enjoyed our new ratings online and our accompanying success.”