TRIPLE REVIEW RESPONSE CASE STUDY SUMMARY CASE STUDY Dr. York Yates, a plastic surgeon in Layton, Utah knows how important a positive online presence is for his practice. “Patients look to strangers for information even more than they do word-of-mouth,” Dr. Yates says. “If one person had a good experience and refers a patient, that’s great. But if 1,000 have had a good experience, even though they’re strangers, they can influence potential patients.” A NEW PROCESS Dr. Yates has tried multiple strategies to encourage his patients to leave reviews for his practice online. Everything from a card directing patients to review sites and worksheets with instructions for those patients who aren’t as internet savvy, to a page on Dr. Yates’ website with links directly to each review pa

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