Family Care Centers Medical Group (FCCMG) is composed of primary and urgent care medical offices in Orange County, California.
One of their urgent care centers was losing patients due to increased competition. They decided that improving their web presence was the right strategy to obtain additional patients and outshine their competitors. GMR was brought in to design and oversee the web marketing improvement effort.
The urgent care center had a only small online presence, an outdated website, and a small number of reviews on Yelp and some other review sites. GMR found that although their patients were generally very happy, their overall reputation online did not reflect this accurately.
After some analysis, we realized that the overwhelming majority of patients were happy after their visit, but only the unhappy ones took to review sites to publicize their opinion. This is because patient feedback was not being gathered and happy patients were allowed to walk out the door without any sort of follow up for reviews. Another component of the solution was a focused effort on customer service training for physicians and staff.
Since the start of our marketing efforts...