To date, WRMC has used SocialClimb to deliver over 39,000 automated review requests through text or email. Patients are personally invited to leave their review within 24 hours of discharge on either Google, Facebook, or Healthgrades.
Number of reviews has increased.
Total public reviews went from under 150 in January of 2017 to over 1000 in September of 2019. WRMC is getting approximately 1,850% more public reviews on a monthly basis than they were receiving before. More importantly, they are getting a higher percentage of reviews from satisfied patients, which increases their overall rating and gives a more realistic picture of how patients feel about the care they received.
Ratings have improved.
WRMC’s Google rating moved from 2.35 stars in January of 2017 to 4.63 stars in September of 2019 with an overall rating of 4.55 across all platforms. In fact, they moved quickly to above a 4-star rating by August of 2017 and have risen steadily since then. This jump in rating was a result, in part, of a greater number of satisfied customers taking the time to give their feedback.
Actions have increased.
Optimizing WRMC’s Google My Business listing has resulted in a higher number of actions associated with the listing. Calls placed from the GMB listing have increased from about 700 a month to over 1600 a month with over 31,000 calls placed since January of 2017. Website visits from the listing have increased from about 600 a month to over 1400 a month.
Top rank among peers was achieved.
The increased overall rating and high number of reviews have propelled Watertown Regional Medical Center to be the top-rated hospital in the LifePoint hospital group. Their GMB listings also rank higher in local searches than before.