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.

Dr. Jimmie Williamson Elected Vice President of NASW Board of Directors

We’re thrilled to announce that our very own Dr. Jimmie Williamson has been elected Vice President of the Board of Directors for the National Association of Social Workers (NASW)—the world’s largest organization of professional social workers.

With more than 120,000 members, NASW is dedicated to enhancing the professional growth and development of social workers, creating and maintaining professional standards, and promoting sound social policies. You can learn more about NASW here.

Dr. Williamson’s election is a well-deserved recognition of his exceptional leadership, vision, and commitment to advancing the field of social work. As Vice President, he will help guide the direction of NASW’s programs and initiatives, ensuring continued support for social workers and the communities they serve.

Alongside Dr. Williamson, NASW recently announced its newly elected Board of Directors:

• President Elect: Ashley Garrick

• Vice President: Dr. Jimmie Williamson

• Member at Large: Jennifer Butler

• BSW Student Representative: Ja'Shanti Davis

• MSW Student Representative: Jerry Wickerson

• Catawba Unit Representative: M. Joy Yousefian

• Central Unit Representatives: Ellen Baker, Jennifer Outlaw

• Northern Unit Representative: Dr. Virna Little

• Pee Dee Unit Representative: Michelle Parker

• Western Unit Representative: Jennifer Horton

We’re incredibly proud of Dr. Williamson’s achievements and look forward to the positive impact his leadership will bring to NASW and the broader social work profession.

Congratulations, Dr. Williamson!

If you’d like to learn more about NASW-SC and its programs, visit https://naswsc.socialworkers.org.

Now Serving Gainesville and Marietta, GA: Your Health Expands Personalized At-Home Care

We’re excited to officially announce the expansion of Your Health’s at-home healthcare services to Gainesville and Marietta, Georgia! After months of thoughtful planning, recruitment, and development, both locations are now up and running—bringing our compassionate, patient-focused care model to even more communities in the state.

Our Gainesville office, located at 2565 Thompson Bridge Road, is open and operational this week. We're proud to have an incredible startup team in place, including a physician, nurse practitioner, and experienced operational staff—all ready to serve patients with personalized, preventative care designed to keep them healthy and thriving at home.

At the same time, we’re hitting the ground running in Marietta, where services are now live. Our team has already started building strong relationships in the area, and referrals are coming in. We're thrilled by the momentum and the warm welcome we’ve received in Cobb County and beyond.

This dual launch marks a major milestone in Your Health’s continued growth across Georgia. We’re proud to bring high-quality, home-based care to individuals and families in both Gainesville and Marietta, helping them live more confidently, comfortably, and independently.

Stay tuned as we continue to grow—and thank you for being part of the Your Health community.

New Location Announcement: Murrells Inlet Joins the Your Health Family!

Your Health Primary Care is pleased to announce the official acquisition of Dr. Pugh’s practice, located at 4111 Murrells Inlet Road, Murrells Inlet, SC 29576, effective June 1, 2025. This expansion reflects Your Health’s ongoing commitment to delivering high-quality, personalized healthcare to communities throughout South Carolina. 

Dr. Pugh and his dedicated team will continue providing care at the same location, with the same trusted staff that patients have come to rely on. Now operating under the Your Health model, patients will benefit from enhanced access to a wider range of services, including specialty care through an extensive telehealth network, opportunities for in-home visits, and support for chronic care management. This transition supports a more convenient, comprehensive, and connected healthcare experience. 

Patients will continue to receive consistent care from Dr. Pugh along with other specialty providers, while also gaining access to a full care team model. This includes your doctor, nurse practitioner, pharmacist, social worker, physical, occupational, and respiratory therapist, community health worker, and laboratory technician—available both in the office and for in-home visits. The Your Health approach emphasizes preventive care and long-term wellness, helping patients manage their health proactively. To schedule an appointment or to learn more about available services, visit YourHealth.Org or call us directly at 843-758-0045 or 803-740-3308. 

Your Health Announces The Closure of its Hartsville Location

Your Health announces the closure of its Hartsville location, effective December 16, 2024. The decision follows changes in the professional paths of Dr. Harless and Dr. Elder, who are transitioning to hospital-based care, and Dr. Mendez, who is pursuing a new professional venture.

This closure highlights ongoing challenges faced by independent healthcare providers. Over the past decade, Medicare reimbursements for primary care services have declined by 30%, with an additional 2.8% reduction announced for 2025. Meanwhile, hospital reimbursement rates have risen by 30%, prompting many physicians to shift to hospital-based roles.

Despite our extensive efforts for the owners to renew the lease for the Hartsville office an agreement could not be reached, leading to the closure. However, Your Health remains committed to serving Hartsville patients. The staff will continue supporting patients through telehealth visits, in-home care, and appointments at nearby locations in Florence and Bennettsville. To ensure continuity of care, Your Health is introducing new providers to support Hartsville patients during this transition. More details about their expertise is in the below links.

• Dr. Joseph Williams

• Sherry Elder, APRN

• Elizabeth Newsom, MSN, APRN, FNP-C

While the closure of our Hartsville location is disappointing, our priority is the health and well-being of our patients. We are committed to exploring options for a new Hartsville location while
continuing to provide accessible, patient-centered care.

Patients with scheduled appointments will be contacted to discuss their options. For assistance or to schedule telehealth or in-person visits, please call (843) 917-4117. Your Health thanks the Hartsville community for its support and looks forward to continuing to serve you.

Medical Adherence Reducing Hospitalizations

Your Health recognizes the critical role of medication adherence in reducing hospitalizations and improving overall health outcomes. We understand that many patients face barriers such as medication costs, transportation challenges, and lack of understanding about their prescriptions. To address these social determinants of health, we offer a range of pharmacy benefits designed to enhance access and compliance.

PHARMACY CONSULTS:

· Medication Reviews: Providing personalized consultations to help patients understand the purpose and benefits of their medications.

· Follow-Up on New Medications: Ensuring patients feel confident with new prescriptions through thorough follow-up discussions.

· Cost-Effective Alternatives: Recommending alternative medications that are more affordable or may have fewer side effects.

· Patient Assistance Programs: To discuss available programs to help alleviate the financial burden of medications.

DISPENSING PHARMACY (SC HomeRX):

· Home Delivery: Convenient home delivery of medications, either through shipping or direct delivery by a d(SC Home RX)river.

· Multi-Dose Blister Packaging: For ease of use, we provide multi-dose blister packs that simplify medication management.

· Traditional Bottles: We also offer medications in standard bottles for those who prefer them.

By leveraging these benefits, patients can take control of their health, leading to improved medication adherence, better health outcomes, and an enhanced healthcare experience.

Dexcom Integration with Clinii

We are excited to announce that the Dexcom continuous glucose monitor (CGM) can now be seamlessly integrated with our Clinii remote patient monitoring (RPM) kits. This integration will provide a more efficient way to monitor patients’ blood glucose levels, as their Dexcom data will now sync directly with their Clinii mobile device, as well as with their Athena chart and Clinii profile.

Key Features:

• Real-time data sync: Patients' blood sugar readings will automatically appear in the Labs section of their Athena chart and their Clinii profile.

• Streamlined monitoring: This integration allows for continuous tracking of glucose levels, improving patient care and enabling better decision-making.

NEW RELEASE: THE HUB

Introducing The Hub App: Your One-Stop Resource for Organization and Efficiency

We’re thrilled to announce the launch of The Hub, a powerful new tool designed to bring clarity, efficiency, and alignment to all our company processes and protocols. The Hub is more than just an app—it’s our new single source of truth, a dedicated space for employees to find up-to-date company documents, workflows, procedures, and administrative files. By housing all resources in one place, The Hub ensures that every team member is equipped with consistent, accurate information to perform at their best.

KEY FEATURES OF THE HUB

1. Streamlined Document Management

   • The Hub enables all document creation, review, and approval processes to take place within one platform. This makes it easy to track each document’s status, reducing the need for manual updates and promoting a streamlined process from start to finish.

2. Locked-Down Approval and Disapproval Process

   • With The Hub’s secure approval system, every document is vetted by our designated team to ensure it aligns with current company standards. Employees can submit new documents or suggest revisions, with full transparency on status changes (e.g., “In Review,” “Approved,” or “Denied”). Feedback is provided for any disapproved documents, so revisions can be made swiftly and efficiently.

3. Customized Access and Permissions

   • The Hub’s permission structure ensures that each employee sees only the documents relevant to their role. Files are labeled as “Downloadable” or “View Only” based on access needs, with restricted permissions where needed (e.g., HR, Management). This ensures each team member has secure and appropriate access to essential information.

4. Protocol Compliance and Accountability

   • Following best practices and our established document management guidelines is crucial for consistency across our organization. Unauthorized document creation or distribution outside of The Hub is strictly prohibited, helping us maintain high standards and avoid referencing outdated materials. Our commitment to accountability is reinforced through The Hub, where supervisors can ensure that team members adhere to established protocols.

5. Training and Support Resources

   • The Hub includes a detailed user guide to support all employees in accessing and navigating the app. Whether you’re accessing training guides, workflows, or regulatory documents, the app’s clear layout will guide you to the resources you need with ease.

STAYING ALIGNED WITH THE HUB’S GUIDELINES

The Hub is here to enhance the way we work by improving consistency and efficiency in every department. All employees are encouraged to rely on The Hub to access protocols and procedures, stay up-to-date on revisions, and track document requests. This transition is key to maintaining operational efficiency and ensuring every team member is informed and empowered with the most current, accurate information.

Our new standard for accuracy, consistency, and alignment starts here. We’re excited to introduce The Hub as a core tool for our company’s continued growth and excellence, and we’re here to support you every step of the way as we all get acquainted with this dynamic platform. Here’s to a more organized, informed, and connected future!

Get Started Today: Access The Hub via your Employee Intranet login and explore everything it has to offer!

2024 Your Health Provider Conference

Thank you to everyone who contributed to the success of the 8th Annual Your Health Provider Conference! This year’s event was remarkable, thanks to the enthusiasm of our attendees, the expertise of our speakers, and the support of our sponsors and vendors. Together, we created a weekend filled with inspiration, knowledge-sharing, and memorable experiences. From karaoke nights to engaging team-building activities, we strengthened connections across departments and fostered a collaborative spirit that will benefit our entire organization.

We were thrilled to welcome internationally recognized speaker Dr. Calvin Chou, who led a powerful workshop on relationship-centered communication, effective feedback, conflict resolution, and remediation in healthcare. Dr. Chou emphasized the importance of listening to understand, referencing Stephen Covey's insight: “Most people do not listen with the intent to understand; they listen with the intent to reply.” His practical guidance on the Ladder of Inference and strategies for empathetic communication inspired attendees to prioritize active listening in patient and colleague interactions.

The conference also featured focused tracks to address the diverse needs of our healthcare community:

• Medical Track: This track provided clinicians with insights into the latest medical advancements and patient care strategies, focusing on enhancing treatment for chronic conditions and integrating technology in healthcare.

• Social Work Track: Dedicated to social workers, this track offered sessions on trauma-informed care, professional boundaries, and critical social issues like hoarding, addiction, and mandated reporting.

• Leadership Track: This track empowered healthcare leaders with sessions on team-building, regulatory navigation, and patient-centered leadership. Emphasizing patient satisfaction and value-based care, these sessions equipped leaders with strategies for impactful decision-making.

In addition to educational sessions, a unique workshop with a professional magician brought a fresh perspective on problem-solving and innovation, reminding clinicians of the “magic” they bring to patient care.

Be sure to check out our blog and social media pages for photos and highlights from the weekend. Please share the memories and help us extend our gratitude to everyone who made this event a truly unforgettable experience. For more conference details, visit the Your Health Conference website.

Why Shared Knowledge Matters: Patient Perspective

WRITTEN BY: JENNIFER KISTLER

Your Health is for our patients when they need it most.

Many patients may feel overwhelmed when managing their conditions and feel as if they have lost the ability to control much of their lives.

Fortunately, Your Health’s patient-centered care model allows each patient’s care team to provide customized care solutions to meet their emotional, mental, social, and physical needs.

Did you know that something as simple as explaining our Model of Care empowers our patients? 

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Shared Knowledge of our care model gives the patient…

• Peace of Mind – The patient has an entire healthcare team focused on their success.

• Ownership – The patient understands their role in self-monitoring and managing their conditions.

• Equip – Allows the patient to anticipate frequency of visits, their value, and who will be involved in their care.

All of this helps to create Trust – Explain things in a way the patient and family will understand. 

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Health Literacy is a real issue for most patients.  Get the patient to give you feedback so you know they understand.  Do what you say you are going to do. Share your knowledge and have the patient and family share theirs.

By Land Or Sea

If you have been with Your Health long, you have heard someone use the tagline, "Wherever You Call Home." 

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That is not just a tagline; we mean it. Recently, our Grand Strand Team received a call from a case manager from a hospital near Georgetown. The case manager worked on a discharge plan for a patient who needed help going home. The big problem she was dealing with was that this patient lived on Sandy Island, about 30 minutes via boat off Georgetown's coast.

Naturally, our Grand Strand team accepted the challenge from this hospital case manager and began to figure out a way to provide patient care after her discharge. The team let the case manager know that we are all set, have access to a boat, and will begin seeing her at home.

For the last few months, Kristi Miller, APRN, has been making regular boat rides so that this patient would get the care she needed WHEREVER SHE CALLED HOME, even if the home was an island with only boat access. Kristi has even found other required support agencies willing to take the boat ride to the patient.

We are all healthcare problem solvers, and by working together, we can solve any problem for the communities we live in and serve.

Great job, Grand Strand Team!

Social Determinants of Health

We at Your Health are fortunate to offer mental health services as primary care providers.

Excellent healthcare doesn't separate physical and mental care; they are equally vital to a patient's success.

We have tremendous social workers who provide talk and cognitive behavioral therapy daily. However, we also have another side of our Social Work Program that helps patients with resources and daily needs like food, shelter, social support, and more.

It doesn't matter how good your provider or therapist is; the patient will continue to struggle if we don't meet all these social determinants of health. Recently, our very own Bryan Melton (Social Worker) helped someone we will call "Joe".

Joe has significant health struggles, including going to dialysis a few times a week, but one of his most significant needs is stable housing. Brian worked his social work magic and community resources and found Joe stable housing. By meeting this crucial need, Joe can focus on his health issues, and worrying about where he will live will not be a distraction.

Joe recently left a message for our Chief Behavior Officer, Jimmie Williamson, Ph.D., LMSW, to let him know about Bryan's impact on his life.

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You can hear the voicemail testimonial below by clicking the play button.

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We can provide the most incredible physical and mental healthcare, but the social determinants of health are the foundation for our’ genuinely living their best lives.

Well done, Bryan and Social Work Team!

Your Health Primary Care Celebrates Successful Grand Opening in Moncks Corner!

Moncks Corner, SC – We are excited to share that the grand opening of our newest Your Health Primary Care location at 117 E Main Street, Moncks Corner, SC, was a fantastic success! On October 24, we welcomed community members and healthcare enthusiasts to our Open House, where attendees had the opportunity to meet our dedicated healthcare team, tour the new facility, and learn about our comprehensive, patient-centered services.

Highlights from the Event:

The Open House showcased our commitment to building strong, trusting relationships with our patients. Attendees enjoyed engaging discussions about our proactive healthcare approach, which emphasizes regular check-ups and preventive care to promote long-term wellness.

About Your Health Primary Care – Moncks Corner:

Our Moncks Corner clinic focuses on providing accessible, high-quality healthcare tailored to the needs of our community. We offer a range of services, including in-home visits, telehealth, and comprehensive preventive care.

Meet Our Team:

Adrianna Deise, our board-certified Family Nurse Practitioner, shared her insights and passion for patient-centered care. With her diverse experience in orthopedics, pediatrics, intensive care, and clinical education, Adrianna is a vital asset to our team and the Moncks Corner community.

Services Offered:

• Primary Care

• Physical Therapy

• Occupational Therapy

• In-Home Visits

• Telehealth Services

• Lab & Diagnostic Tests

• Vaccinations

A heartfelt thank you to everyone who attended and contributed to making the opening celebration memorable! Special thanks to Danielle Lanigan and Deeanna Enfinger for their coordination and efforts in partnership with the City of Moncks Corner.

For more information about our services or to schedule an appointment, please contact our clinic supervisor, Danielle Lanigan, at 1-843-872-3894. We look forward to serving the Moncks Corner community and supporting your health journey!

Your Health Partners with WGU to Expand Educational Opportunities

Employees eligible to apply for Healthcare Partner scholarships

COLUMBIA, S.C. (Oct. 25, 2024) — SC House Calls, Inc., DBA Your Health, has signed a collaboration agreement with accredited online Western Governors University to provide its employees with the opportunity to upskill and further their careers by pursuing educational opportunities to advance personal goals and the work of the organization. Through this collaboration, WGU will provide Your Health employees with personalized learning pathways to education, including academic degrees, certificates, and credentials.

Employees of Your Health will now be able to apply for $2,500 scholarships through the WGU Healthcare Partners Fund. WGU offers more than 80 bachelor’s and master’s degrees in the fields of healthcare, business, IT and K-12 education. Tuition is around $4,000 per six-month term and students can take as many courses within a term as they wish, with the consent of their assigned program mentor.

Your Health offers a comprehensive and specialized care model that extends beyond traditional primary care services to meet the healthcare needs of a wide variety of patients, including those with multiple chronic conditions and disabilities. The organization employs more than 2,000 professionals and operates 14 physicians’ offices and 12 Your Health House Calls across South Carolina and Georgia.

“Your Health has long been committed to fostering the most qualified and highly educated workforce in the healthcare space. This unique partnership gives our employees an additional avenue in which to pursue academic pursuits. We are hopeful that by continuing to pave the pathway for our employees with WGU and other higher education partners, we will be able to realize our goal of having one of the most technically trained and competent workforces in the industry.”

— Jimmie Williamson, PhD, LMSW

“We are grateful to partner with Your Health to provide this opportunity to its employees. Our asynchronous, online model is a good fit for working adults who desire pursue their educational and professional goals. With more than 11,000 current students enrolled throughout South Carolina and Georgia, WGU is filling the need of many adult learners.”

— Kimberly K. Estep, Ph.D., Southeast regional vice president for WGU

ABOUT WGU

Western Governors University, the nation’s leading nonprofit, online university, is transforming higher education to be more student-centric, affordable, accessible to all and relevant to the workforce. Established in 1997 by 19 visionary U.S. governors, WGU creates life-changing pathways to opportunity for those underserved by traditional institutions — working adults, historically underrepresented communities, and a diverse, growing number of learners looking for a flexible, online model that better suits their life circumstances. WGU’s competency-based education model allows students to demonstrate mastery as they progress through programs at their own pace.

Accredited by the Northwest Commission on Colleges and Universities, WGU operates in all 50 states and offers more than 80 programs in health, education, technology, and business. WGU serves more than 175,000 students nationwide, with more than 340,000 alumni, and has awarded more than 380,000 degrees. Learn more at wgu.edu. Follow WGU on X at @wgu and on LinkedIn.

The Least of These

At Your Health, we help people from all walks of life, well-off people, and those on the other side of the spectrum, whom we call The Least of These.

Recently, our Charleston social work team got a call from a former patient from a skilled facility, they were not doing well after discharge. This person, whom we will call “Jerry,” also had recently been in the ER and had a short hospital stay. After release, Jerry had been scammed out of resources and found himself homeless and living in a downtown Charleston parking garage. Jody Crawford & Jasmine Marion (Social Workers), and the Charleston team went into action to asses and find solutions to this man’s problems.

First, it was food; Cam Cunningham brought this person some dinner to the parking garage one evening while other team members began finding additional resources to find him more food in the coming days.

The second need they filled was shelter. Through the residents of the Cane Bay community, they collected resources to get Jerry some nights at a hotel, plus more groceries, until they could get him a more permanent home. After a few days of getting the proper medical evaluations, Jerry was placed in the A’leia Residential Care in Yemassee.

Thirdly, now that his food and shelter problem has been solved, Jerry is getting regular provider and social work visits to give him a chance to thrive in his new home.

Your Health is so much more than JUST primary care! It gives people their dignity back and a chance at a better life. 

GREAT JOB, Charleston Team! You are truly making a difference from those well-off to The Least of These, like Jerry!