Case Study

Problem

OrthoCarolina’s social media reviews did not match the quality of care they deliver and real-world reputation they had earned. Known for a high standard of care and great patient experiences, OC needed to embrace the social media reviews world.

 

 

 

Solution

OrthoCarolina was introduced to SocialClimb through the OrthoForum and became interested after hearing the results SocialClimb had achieved for other orthopedic practices looking to improve their social reviews and build their online presence. SocialClimb’s features covered all of the issues identified by the OrthoCarolina team:

  • Increased the quantity and quality of the social reviews coming from happy, satisfied patients
  • Improved their Google local search rankings
  • Enabled immediate patient feedback to the operations team and a set of simple response tools
  • Rating and ranking of physicians by patient satisfaction
  • Quick and easy setup
  • Completely automated service requiring no daily effort to initiate
  • HIPAA compliant and secure
  • Full reporting tools to enable measurable practice improvement models

Results

First, SocialClimb integrated an automated feedback program with OrthoCarolina’s EHR system. The program prompts individual patients for feedback at the correct point in the care cycle with no effort from OrthoCarolina’s staff.

Second, SocialClimb enabled automatic monitoring and notification for good and poor reviews. This was accomplished via SocialClimb’s real-time integration through the review platform’s APIs. Notifications are sent to the correct location management team members via email and text. These reporting tools deliver instant notifications, daily and weekly digests, and monthly location and provider report cards that make patient feedback accessible to the entire OC team. With hundreds of reviews coming in every day, automated distribution of this data was key.

Finally, SocialClimb enabled OC with tools that manage and enable patient communication for service recovery and responses. Learning of and responding to patient-reported issues became automated and simple.

Value

Within just a few months, OrthoCarolina started seeing dramatic results. As the reviews started pouring in, they were thrilled to see the average star rating improve, receive valuable and actionable patient feedback, and gain control of their practice reputation.

In addition to the increase in quantity and quality of reviews, OrthoCarolina is benefiting from significant improvements in their search rankings with Google at each of their locations. Rankings and search results have also improved on Facebook and Healthgrades.

“SocialClimb’s ability to solve these social review challenges for a practice as large and complex as OrthoCarolina has been refreshing,” said Blair Primus, CMO at OrthoCarolina. “As a marketer, you rarely find vendors or solutions that really deliver more than what they promise, but SocialClimb has done just that. At a reasonable price point, and with very little effort from our staff, they have truly helped us transform our social media reputation."

SocialClimb create 5 star reputations for top doctors and practices.

Average rating climbed from 3.3 to 4.7 stars

SocialClimb create 5 star reputations for top doctors and practices.

Average reviews per location rose from 20 to 100+

SocialClimb makes listing management for your doctors and practice easy.

Local search engine dominance for every office location

Learn more about how you can improve your reviews and take your business to the top of local online searches.

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