Turning patient feedback into confidence, momentum, and visible trust
3,023%
increase in monthly google review volume
10%
increase in average online review score
449
google reviews in first 3 months averaging a 4.87 review score
15%
review to invitation conversation rate
The Challenge
Before Swell, Utah Orthopaedic Specialists received very few online reviews, and most of the feedback that did appear on Google skewed negative. With such low review volume, even a single unhappy patient felt amplified, creating stress for the team and failing to reflect the quality of care delivered each day.
“We were getting very few reviews and we were only getting negative Google reviews.”
Why Swell
Swell stood out for its ease of use, local support, and hands-on onboarding. Despite limited technical experience, the team felt fully supported through clear, step-by-step guidance. Setup was fast, intuitive, and required minimal staff time, allowing results to follow quickly.
“I am not very IT savvy and they explained everything so well to me, including giving me step-by-step instructions.”
The Results
- 3,023% increase in monthly google review volume
- 10% increase in average online review score
- 449 google reviews in first 3 months averaging a 4.87 review score
- 15% review to invitation conversation rate
As positive reviews increased, the team’s mindset shifted. What once felt discouraging became motivating, with staff actively engaged and invested in improving patient feedback and online reputation.
“It’s like a game now, everyone is involved and invested in getting the better reviews.”
Turning patient feedback into confidence, momentum, and visible trust
For Utah Orthopaedic Specialists, online reviews didn’t reflect the reality of the care being delivered every day. Review volume was low, and when feedback did surface on Google, it skewed negative. With so few reviews overall, even a single unhappy patient could feel overwhelming—both publicly and internally.
“We were getting very few reviews and we were only getting negative Google reviews.”
The issue wasn’t the quality of care. It was visibility. Without a steady flow of patient feedback, the team felt exposed to the occasional outlier instead of supported by the many patients they helped successfully.
Choosing Swell: Simple, supportive, and fast to value
When evaluating solutions, ease of use was critical. Katie describes herself as “not very IT savvy,” so the idea of a complex or technical rollout was a concern from the start. What stood out about Swell wasn’t just the platform—it was the people behind it.
Swell’s local team took a hands-on approach, guiding Utah Orthopaedic Specialists through setup with clear, step-by-step instructions and ongoing support. The onboarding process was straightforward, required minimal staff time, and removed the intimidation factor that often comes with new technology.
“I am not very IT savvy and they explained everything so well to me, including giving me step-by-step instructions.”
Because the platform was intuitive and easy to adopt, the team didn’t have to wait long to see results. Almost immediately, patient feedback began to increase, and the tone of online reviews started to change.
Results: More reviews, stronger morale, shared ownership
Results at a glance:
- 3,023% increase in monthly google review volume
- 10% increase in average online review score
- 449 google reviews in first 3 months averaging a 4.87 review score
- 15% review to invitation conversation rate
As positive reviews became more consistent, something unexpected happened internally. The stress that once surrounded online reputation faded, replaced by a sense of momentum and shared ownership. Staff members began paying attention to reviews, celebrating positive feedback, and encouraging one another.
“It’s like a game now, everyone is involved and invested in getting the better reviews.”
Operationally, Swell also removed friction. Automated review responses meant the team no longer had to spend time crafting replies, while still maintaining professionalism and consistency across feedback.
“We used to stress when we received one review from an angry patient, but now we have so many positive reviews that the negative ones are harder to see.”
With a fuller, more accurate picture of patient experience visible online, the team gained confidence. Reviews became a source of encouragement instead of anxiety—reinforcing the value of the work they do every day.
“It’s given everyone a renewed sense of worth and helped them realize that what they do each day matters.”
When asked what she would tell another healthcare organization considering Swell, Katie didn’t hesitate:
“Do it! Don’t wait! It is well worth the cost.”
