Case Study

Multi-Location Dermatology Group Grows Online Reviews by 485%, Improves Average Rating by 21%

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The Goals

  • Improve quantity, quality and frequency of online patient reviews
  • Use a comprehensive patient engagement platform
  • Identify areas for improvements

Key Benefits Experienced

  • Grew the number of their online reviews by an average of 485%
  • Improved their average rating by 21% across their 3 locations
  • Identified root causes of trending patient issues to help make improvements

Georgia Dermatology Partners Experiences the Perks of Growing Online Reviews

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“I need patients to share their experiences so others can find us online and choose Georgia Dermatology Partners for their dermatology needs.”

‒ CAROLYN BLUE, PRACTICE ADMINISTRATOR

results-from-patient-surveysTheir Online Reviews Didn’t Reflect Their Growth or Their Service

The providers and staff at Georgia Dermatology Partners pride themselves with having a pulse on patient expectations and meeting their needs with a personalized, comprehensive approach to skincare. After forty years in practice, they’ve grown from one location and provider to three locations with ten providers and counting, yet found they had five or fewer online reviews for two of their three locations.

Carolyn Blue, Georgia Dermatology Partners’ Practice Administrator, explained why this was troubling, “we are working to grow both the size of our patient census and the number of health systems we serve; we need a strong online presence because it validates the level of service and quality of care we provide.”

Reputation Management Helped Them Reach Their Goals

Georgia Dermatology Partners found a true collaboration with Modernizing Medicine®, with an integrated survey solution, called Patient Surveys, that does more than gather patient feedback—it also provides patients an intuitive path to sharing their experiences online. Carolyn says it’s not about having a perfect star rating, but rather having an accurate representation of the patient experience. She said, “I need patients to share their experiences so others can find us online and choose Georgia Dermatology Partners for their dermatology needs. Nobody can be all 5’s all the time, but if there’s a balance then patients will know that the information is accurate.”

Meaningful change can take time—Georgia Dermatology Partners didn’t achieve their goals overnight, but after utilizing Patient Surveys, they grew the number of their online reviews by an average of 485% and improved their average rating by 21% across their three locations.

Integration & Reporting Save Them Time and Money

Georgia Dermatology Partners’ staff now manages all their appointment cancellations, backfills, and confirmations from within the patient appointment schedule and because surveys are integrated with patient appointments, their solutions work together in one comprehensive patient engagement platform. Carolyn also says the reporting feature is pivotal in aiding quality assurance and process improvement, “With Patient Surveys, I can drill survey results down to the location and provider level. This is so helpful, I send this data to each provider monthly and discuss at each staff meeting so we can identify the root cause of trending patient issues and make necessary improvements.”

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