Turning a One-Star Review into a Patient Success Story
Teamwork at Your Health Organization’s Rock Hill Office
At Your Health Organization, we believe that while misunderstandings can happen, what truly defines us is how we respond. Recently, our Rock Hill office experienced a situation that showcased the power of teamwork, swift action, and our unwavering commitment to patient satisfaction.
It all began with a simple scheduling mix-up. A patient believed his appointment was scheduled for a particular day, but it was actually booked for the following day. Understandably frustrated, the patient’s wife posted a one-star review on Google. In less than an hour, Rock Hill’s previously perfect 5-star rating dropped to a concerning 4.1 stars.
Recognizing the urgency of the matter, our Marketing team quickly sprang into action. Within an hour of the review being posted, Marketing alerted our Patient Experience team and notified Bernard Brice, Regional Vice President.
Bernard personally reviewed the situation and worked with Marketing to identify the patient involved, using the last name from the review to track the encounter details. Knowing that this experience was not reflective of the high standards we strive for, our Marketing team asked Bernard if he would be willing to reach out directly to the patient and see whether the issue could be resolved.
Bernard did just that — and his efforts paid off. After a thoughtful conversation, the patient and his wife agreed to remove the negative review, acknowledging that while the scheduling error was frustrating, they ultimately felt cared for and valued.
This incident underscores the critical role our teams play in protecting not only our brand reputation but, more importantly, our patients’ trust. Our Marketing team continuously monitors feedback through platforms like Feedtrail and our Google Business Profiles. When we spot a concern, we collaborate closely with our Patient Experience team and operational leadership to address issues as quickly and compassionately as possible.
Not every situation can be resolved within an hour, but this story is a testament to what’s possible when our teams work together seamlessly. We’re proud of Bernard and all the teams involved for turning a potentially negative experience into a powerful example of our dedication to outstanding patient care.
At Your Health Organization, we don’t just care for patients during their appointments — we care about every aspect of their journey with us. And that makes all the difference.
Dr. Jimmie Williamson Elected Vice President of NASW Board of Directors
We’re thrilled to announce that our very own Dr. Jimmie Williamson has been elected Vice President of the Board of Directors for the National Association of Social Workers (NASW)—the world’s largest organization of professional social workers.
With more than 120,000 members, NASW is dedicated to enhancing the professional growth and development of social workers, creating and maintaining professional standards, and promoting sound social policies. You can learn more about NASW here.
Dr. Williamson’s election is a well-deserved recognition of his exceptional leadership, vision, and commitment to advancing the field of social work. As Vice President, he will help guide the direction of NASW’s programs and initiatives, ensuring continued support for social workers and the communities they serve.
Alongside Dr. Williamson, NASW recently announced its newly elected Board of Directors:
President Elect: Ashley Garrick
Vice President: Dr. Jimmie Williamson
Member at Large: Jennifer Butler
BSW Student Representative: Ja'Shanti Davis
MSW Student Representative: Jerry Wickerson
Catawba Unit Representative: M. Joy Yousefian
Central Unit Representatives: Ellen Baker, Jennifer Outlaw
Northern Unit Representative: Dr. Virna Little
Pee Dee Unit Representative: Michelle Parker
Western Unit Representative: Jennifer Horton
We’re incredibly proud of Dr. Williamson’s achievements and look forward to the positive impact his leadership will bring to NASW and the broader social work profession.
Congratulations, Dr. Williamson!
If you’d like to learn more about NASW-SC and its programs, visit https://naswsc.socialworkers.org.
Exciting News: Your Health Launches Gainesville, GA Region!
We are thrilled to officially announce the opening of our newest region in Gainesville, Georgia! After months of planning, development, and recruitment, our office at 2565 Thompson Bridge Road is opening and operational this week.
Though still in the early stages, we’re hitting the ground running with an incredible startup team already in place—including a physician, nurse practitioner, and strong development and operational staff. Referrals have already started, and we’re confident this location is on a fast track to success.
The Gainesville office marks a significant milestone in our continued growth across Georgia and will also serve as the launching point for our upcoming Marietta location, where relationship-building is already well underway.
We’re incredibly excited about the opportunities ahead and proud to bring Your Health’s vision of patient-focused care to even more communities across the region.