Case Study

How to transform your patients’ satisfaction into a wealth of positive online reviews.

Problem

Texas Orthopedics, a large and highly respected Orthopedic practice with multiple locations, was concerned about their local search rankings and their “social proof” factor in the greater Austin, Texas market. With lower than desired ratings and a relatively low monthly review volume at key platforms (Google, Facebook, Yelp, Healthgrades, etc.) the team at Texas Orthopedics knew they needed a new approach.

 

Patient Feedback

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.

Solution

The TO team was introduced to SocialClime through The OrthoForum and became interested after hearing the results SocialClime had achieved for other Orthopedic practices looking to improve their social reviews and build their online presence. SocialClime’s features seemingly covered all of the issues identified by the TO 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 simple response tools.
  • Quick and easy to setup.
  • Completely automated service requiring no daily effort to initiate.
  • HIPAA compliant and secure.
  • Full reporting tools to enable measurable practice improvement models.

Results

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 SocialClime model. TO now uses SocialClime 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 who recommend TO are directed to options such as Google, Facebook, Health Grades, or Yelp, where they can leave positive social reviews in seconds.

INSTANT NOTIFICATIONS

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 SocialClime’s Inline Response Tools to respond to all public reviews from within the SocialClime 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 SocialClime system. The Report Card tracks providers’ SocialClime 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.

Value

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 SocialClime, 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. SocialClime gives them a tangible way of seeing how their peers are servicing patients. A little healthy competition to improve patient care never hurts.

“SocialClime 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 SocialClime’s ability to help us better connect with our patients for all types of feedback. I would recommend SocialClime to any practice.” Jennifer Kinman - Chief Development Officer of Texas Orthopedics

TO went from 200 to 1,000+ reviews in 3 months

Top 3 spot for google searches on orthopedics

Nearly all tracked keywords ranked in the Google 3-Pack

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

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