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53%
Reduced No-Show Rate
92%
Reduced Post-Op Calls
82%
Readmission Reduction
78%
Enrollment Response Rate
GOOGLE REVIEWS SKYROCKET BY NEARLY 1000% USING DH TEXTING
National Outpatient Organization
Outpatient centers see Google reviews skyrocket by nearly 1,000% using Dialog Health's Texting Software. Organization used Dialog Health’s two-way texting platform to customize and automate a post-appointment text campaign that drastically improved online reputation.
948%
TOTAL INCREASE IN COMPLETED GOOGLE REVIEWS
921%
AVERAGE INCREASE IN COMPLETED GOOGLE REVIEWS
17%
INCREASE IN AVERAGE GOOGLE RATING (STARS) PER CENTER
THE CHALLENGE
As patients take on a greater role in their healthcare, they are increasingly turning to online reviews to help them make decisions about where to go and who to see for healthcare services. In a competitive market, providers without a strong, positive online presence are likely to find themselves at a disadvantage with attracting patients and staff. Recognizing the growing importance of online reviews, a national outpatient organization was looking for a way to increase the number of online reviews for its centers with the fewest reviews.
THE SOLUTION
The organization chose Dialog Health, a healthcare industry-leading two-way text messaging platform, to help improve patient engagement. Leveraging Dialog Health’s online reputation management solution, they implemented an automated and customized post-appointment survey text messaging campaign to drive and improve online reviews for nine of its centers. Every patient who opted in to text messaging when scheduling their appointment received a variation of the following text two days after their procedure:
"Dialog Health's two-way texting platform has transformed the online presence for these nine centers with an automated and customized post-appointment survey text messaging campaign. All the outpatient centers now boast an impressive number of Google reviews and very strong Google ratings, proving that two-way texting is a highly efficient and effective way to drive numerous positive, online reviews."
— CMO - National Outpatient Organization
THE RESULTS
In a one-year period — the nine outpatient centers achieved the following combined improvements:
• Total completed Google reviews grew from 123 to 1,289 — a 948% increase
• Average completed Google reviews per center went from 14 to 143 — a 921% increase
• Average Google ratings (stars) per center increased from 4.1 to 4.8 — a 17% increase
*Of note, the three centers with the lowest Google ratings — 2.9 stars, 3.1 stars, and 3.6 stars — improved to 4.8 stars, 4.7 stars, and 4.8 stars, respectively. The centers with the fewest number of Google reviews — 1, 2, and 3 — improved to 100, 86, and 168, respectively.
Dialog Health's two-way texting platform has helped transform the online presence for these nine centers with an automated and customized post appointment survey text messaging campaign. All the outpatient centers now boast an impressive number of Google reviews and very strong Google ratings, proving that two-way texting is a highly efficient and effective way to drive numerous positive, online reviews.
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