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Pinecrest Dental Increases Monthly Reviews 10x with NexHealth
Watch the video on how Pinecrest Dental in Taylorsville, Utah, uses NexHealth to enhance the patient experience and increase their monthly Google reviews by 10 times.
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Having bad reviews today is probably one of the worst things. 80% to 90% of new patients that I meet with on a regular basis look at reviews.
With NexHealth, the follow-up with the patients is automated. As soon as the patient walks out the door, they get a notification. If they leave us a four or five star review, the patient is automatically directed to Google. And if a patient does happen to leave a negative review, it will come to us before going to Google, and so we can resolve that internally and make it right.
Since we started using NexHealth, I would say our monthly reviews are going up five to ten times more, and having something that works behind the scenes even when we're not here is really great because it's one less thing for the team to worry about.
It's very motivating for the team when we see these reviews coming in and the team gets to see their names mentioned and that means a lot to them.
Challenge
If 90% of patients start their search for a local dentist online with Google, how are they going to book an appointment if your office doesn’t show up in the patient's search results?
The best way to rank at the top of Google and have great SEO: Positive 5-star reviews.
Beyond the Google SEO algorithm, social proof is powerful. It’s how we all make decisions about who to trust. Today, patients read an average of 10 reviews before selecting a provider, and these are the #1 factor influencing a patient’s decision to book an appointment.
That’s why Dr. Williams, owner of Pinecrest Dental says, “Having bad reviews today is probably one of the worst things. Without good reviews, 80-90% of the patients will not choose your practice. Bad reviews are detrimental to slowing down patient flow faster than anything else.”
For most practices, getting consistent positive reviews is difficult. Upon opening Pinecrest, Dr. Williams' team struggled to collect Google reviews because their team was stuck manually texting hundreds of patients for reviews which was far too time-consuming and unsustainable.
Solution
So, Dr. Williams selected NexHealth to automate the review request process. “As soon as patients leave, they get a notification from us to leave a review.”
At the end of each day, NexHealth reads Dr. Williams’ appointment list and automatically sends a feedback survey asking them to rate their experience on a scale of 1 to 5.
If a patient leaves a positive review, the reviews will be directed to Pinecrest’s Google business page.
However, if a patient leaves 3 or fewer star reviews, the patient is asked to leave feedback privately. That way Pinecrest’s office managers, Ivonne Olivas and Alexandra Erickson, will see the review in their NexHealth dashboard and address the feedback in a direct conversation with the patient.
“NexHealth helps us get patient reviews without us having to ask. It saves us 2-3 hours a day, so we can better focus on our patients and patient experience,” said Alexandra Erickson, the team’s office manager.
Results
With NexHealth, Pinecrest Dental has received 5-10x more monthly reviews on Google. Dr. Williams said, “We even see reviews come through during the weekend which is motivating for the team to see their names mentioned.”
To date, Pinecrest has received over 250 Google reviews with NexHealth to boost its reputation and improve its SEO in just 6 months.
Patients want personalized, 1-1 experience. With NexHealth, patients know they can schedule any time of the day, and we ask for feedback through automated reviews. It helps to keep communication open and creates a culture for us.
And I've used at least 6 others." - Shaye, Falmouth Dentistry