Case Study: Champlain Spine & Pain Management achieves a 4.5-star Google rating and improved patient communication with OhMD

Patient texting opens the door for this pain management practice to request reviews by text and transform their online reputation

Champlain Spine & Pain Management in Plattsburgh, New York partnered with OhMD after struggling to capture authentic online reviews and improve patient communication. The practice had relied on handing out business cards and verbal instructions, which left patients confused about how to leave Google reviews and contributed to a stagnant 3.9-star rating despite strong patient care.

OhMD’s two-way patient texting and saved-reply features were implemented to send direct Google review links and streamline follow-up communication; staff also use the platform for prescription refill requests and internal colleague messaging. As a result, Champlain Spine’s Google presence grew from 50 to 155 reviews and their rating rose from 3.9 to 4.5 stars — including 48 reviews (46 five-star, 2 four-star) in one week — while OhMD improved patient access and staff coordination.

Champlain Spine & Pain Management

Kristie Jabaut

Office Manager