As an orthopedic group with thousands of happy and well cared for patients, it was frustrating to have an online/social media reputation that did not accurately reflect the practice. They were struggling with the reality that happy patients rarely provide social reviews while the occasional unhappy patient seemingly always provides a poor social review.
A second concern for the marketing team at Texas Orthopedics centered around the competitive market they serve. The Google My Business pages that represent each of their locations in the Austin area were not ranking well for key orthopedic terms. Additionally, their orthopedic surgeons did not have enough of their patients leaving them reviews at Healthgrades. The individual surgeon’s online reputations need to be bolstered.
Finally, the operations team at Texas Orthopedics wanted to be better informed on patient issues, frustrations and sentiment. They wanted to hear from patients as soon as possible and they wanted to be able to respond quickly.
Instantly TO went from averaging 12 social reviews to more than 300 social review each month! Within in just a few months, their Google star rating went from 3.5 to 4.7 on high volumes!
PATIENT REVIEW INVITATIONS
Text message reminders are core to the SocialClimb model. TO now uses SocialClimb to automatically deliver personalized text messages from physicians inviting patients to review their experience within 24 hours of an office visit. Reviews that are potentially negative go straight to the TO team. Patients willing to recommend TO publically are directed to options such as Google, Facebook, or Health Grades where they can leave positive social reviews in seconds.
The TO team is instantly notified of any negative reviews from patients. This enables them to quickly respond to issues and make adjustments. It also identifies what needs improvement.
INLINE RESPONSE TOOLS
The TO team uses SocialClimb’s Inline Response Tools to respond to all public reviews from within the SocialClimb system. This makes managing their high volume of review responses simple and manageable.
PROVIDER REPORT CARD
Each physician has his or her own Report Card in the SocialClimb system. The Report Card tracks providers’ SocialClimb scores and gives them easy access to all public and private social reviews their patients have posted. Weekly and monthly automated reports help them track their improvement and trends.
Within the first week, TO started seeing dramatic results. As the reviews started pouring in, they were thrilled to see their average star rating improve. After 3 months with SocialClimb, they had an average Google rating of 4.7 stars across their six offices and more than 1,000 reviews!
In addition to the increase in quantity and quality of reviews, TO is benefiting from significant improvements in their search rankings! Their locations in the Austin area consistently rank as one of the top three for most orthopedics related keywords the marketing team tracks.
To top it all off, TO is thrilled to be getting real-time feedback from their patients. Upset patients are heard from instantly and their issues are resolved quickly. The volume of reviews and responses enables the TO team to know how each location and each provider is performing from their patient’s perspective.
The doctors and staff at TO appreciate the Report Card and the data it provides them to make improvements at all levels. SocialClimb gives them a tangible way of seeing how their peers are servicing patients. A little healthy competition to improve patient care never hurts.
“SocialClimb has been the key component for us as we have worked to improve our social media presence. We knew it would help us with our social reviews but we have been pleasantly surprised with SocialClimb’s ability to help us better connect with our patients for all types of feedback. I would recommend SocialClimb to any practice.” Jennifer Kinman - Chief Development Officer of Texas Orthopedics