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.