The health system made the moves after noticing it had low ratings in online reviews, according to the June 7 story. After implementing the new measures, Intermountain’s review volume increased fivefold over six months and 156 percent year over year, while its aggregate star rating rose from 3.7 to 4.5.
“Not fixing your business’ star rating is like building a house and decorating it before laying the foundation,” Intermountain Director of Marketing Carey Van Wagoner said in a case study from review management company Reputation. “Once we get this going, it unlocks so many of the other marketing initiatives we’re trying to do. When we get this right, everything else we do will be exponentially better.”
Intermountain used EHR data to solicit patients for reviews via text, according to the Reputation report. The health system boosted its standings on Google because of the increased engagement.
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