Using Conversation Builder, Newton Clinic Boosts its Google Rating from 2.3 to 3.5 Stars

Improved Rating

Newton Clinic's Google Review rating increased from 2.3 stars to 3.5 stars (a 52 percent improvement).

Increased Reviews

The clinic received 60+ new 4 and 5-star reviews within four months.

Positive Feedback

Patients appreciated the opportunity to provide feedback, enhancing their overall experience.

Newton Clinic PC is a multi-specialty healthcare provider located in Newton, Iowa, serving the citizens of Jasper County. Offering a range of services, including family medicine, pediatrics, obstetrics, gynecology, internal medicine and podiatry, Newton Clinic is committed to providing comprehensive healthcare with 24/7 on-call coverage.

21 Providers
47,645 Annual Visits
EHR: Centricity (GE Healthcare)

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Challenge

Despite their dedication to delivering excellent care, Newton Clinic struggled with a low Google Review rating of 2.3 stars. This was a significant issue, as about 94% of patients today use online reviews to evaluate providers. The clinic needed a proactive approach to improve its online reputation and reflect the quality of care provided.

Solution

To address this challenge, Newton Clinic partnered with Artera to distribute a post-visit survey link via a Conversation Builder workflow. Here’s how it works:

Post-Visit Survey: After each appointment, patients automatically receive a survey to rate their visit.
Manager Intervention: Patients who rated their visit a 1 or 2 were given the option to speak to a manager for follow-up.
Encouraging Positive Reviews: Patients who rated their visit a 4 or 5 received a thank you message along with a link to leave a Google Review.

This strategic approach ensured that patient feedback was collected efficiently while encouraging satisfied patients to share their positive experiences online.

"By automating the feedback process via Artera’s conversational messaging capabilities, we've been able to effortlessly generate new reviews, enhance our rating, and ultimately showcase the exceptional care we provide at Newton Clinic. With the valuable insights we continue to gather, we're able to further improve our services, ensuring our patients receive the best care possible."

Mark Thayer

Practice Administrator, Newton Clinic

Results

The implementation of the post-visit survey workflow yielded impressive results:

Improved Rating: Newton Clinic’s Google Review rating increased from 2.3 stars to 3.5 stars (a 52 percent improvement).
Increased Reviews: The clinic received 60+ new 4 and 5-star reviews within four months.
Positive Feedback: Patients appreciated the opportunity to provide feedback, enhancing their overall experience.