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 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.
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 that 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 patients' perspectives.
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