Southwick Chiropractic

“Hey, I’m Amy Southwick, I’m with Southwick Chiropractic. I’m the office manager in our office and we’ve had Review Wave for about two years now. I think one of the best things about it from a CA perspective is, you know, technology is changing and you have to keep up with how we communicate with our culture, with our community.

And so years ago, if a patient was late or missed an appointment, the procedure in the office was always to call them within that 15-minute time frame and just say, "Hey, you know what, we missed you, is it our mistake? But we’ve got some time, we can still fit you in today."

What Review Wave has done for us is it’s allowed us to keep that personal connection but communicate now in a way that is on a text. Everyone has their phone right there. So when someone’s late or missing an appointment, we have that same script and that same connection, but now it’s through a text and we have it always on our front desk laptop or desktop. We have that instant back and forth. We can say, "Hey, we’ve got some time this morning yet, let me know what time would work." And so we can save that appointment and our show rate is not suffering because life happens. We’re all busy, we know that.

Review Wave allows us to communicate on a level that, let’s face it, millennials are communicating with today. But the flip side that’s really fun is the text reminders for the appointments, which any new patient we just set them up on that immediately and automatically. I mean, we ask their permission, but then every appointment they ever have, they’re automatically getting that reminder.

I’ve got little old ladies that are in their 70s and 80s, and when we say, "Do you want a reminder of appointment card?" (again, what we did years ago), they smile and go, "No, I get that thing on my phone, it’s so nice because I can’t lose it." So if you’re worried about generations and how people utilize this, what we have found in our office is that it really—from the teenagers that are coming in to the great-grandmas that are coming in—everyone is really appreciating that communication that we have had, but you don’t lose that personal touch.

It’s just been a great way for us to communicate and we’ve been really happy with all the results and how we can keep up our systems from five to ten years ago, but make them work in today’s age of technology. So if you haven’t done it, don’t hesitate, sign up and do it because you really are able to just be up with the times but not lose that connection with your patient.”