Practice Reputation Management
Gain Patient Trust And Boost Patient Acquisition
Practice Reputation Management
Less than 30% of negative reviews online for medical practices are regarding a patient’s poor experience with a physician or medical provider. The vast majority of negative reviews online for medical practices — over 70%! — have to do with billing and payment issues, rude front desk staff, impolite non-provider clinical staff, waiting times, and poor paperwork management.
In the vast majority of these negative reviews, something like “The doctor was great, BUT…” is the general tone. As owners of medical practices, these reviews, though not related to your care provision, can absolutely destroy your online credibility, thereby decimating your ability to acquire new patients. This is especially true because over 80% of patients believe online reviews are just as credible and valid as family members and friends! Partner with Acquire Patients and let us do the heavy lifting of creating a positive online presence for you and your practice, thereby driving up new patient volume.
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What is Involved in Medical Practice Reputation Management?
If we lived in an ideal world, then the quality of the care your practice delivers and your bedside manner would be the only things that impact how patients leave reviews. And ideally, your patients would be so delighted that they would be intrinsically motivated to leave you fantastic positive reviews. Unfortunately, in the real world, patients need to be very subtly encouraged to leave positive online reviews for your medical practice.
Asking patients to leave a positive online review yourself can be very awkward, and you may feel like you are compromising your integrity and professionalism as a provider. Having staff ask them to do so was historically one avenue that worked, but today this no longer works as Google and other key review sites ban or hide reviews that stem from the same IP address, so this is no longer an option (and once patients leave after being asked, their chances of following through with a review plummets significantly). Kiosks, tablets, and iPads were used in the past as well, but due to the IP issue, these methods are no longer as effective as they once were. Finally, texts/SMS reviews may enable you to generate a high yield of reviews; however, now Google raises red flags on high review quantities that have either just a star rating or just a few words (short reviews are encouraged by text/SMS since mobile phones are being used to type).
So what other method is left for generating positive online reviews that don’t get removed by Google? Organically email your patients via surveys that enable patients to leave internal feedback first, and then encourage them to leave reviews online. This strategy has been meticulously crafted by Acquire Patients to follow all of Google (and other review sites) parameters so that your medical practice optimizes its review generation strategy while simultaneously ensuring that your reviews stay up and live!
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First and foremost, medical practices need to focus on Google. Patients see Google reviews first when they perform searches, they see them when they look up directions, and the Google reviews impact your medical practice website’s SEO ranking as well. Secondarily, sites like Yelp, Healthgrades, RateMDs, and Vitals.com should be considered to establish a holistic positive online reputation.
Generating positive online reviews are a critical element of your medical practice’s reputation. Two other factors to consider are:
- Internal patient surveys, wherein you get feedback from patients so that they are heard and you can then iterate and correct/address issues that come up within your practice. This is a very powerful mechanism of avoiding negative reviews from being posted online since patients already feel heard, and it also curtails potential lawsuits and legal conundrums for the same reason.
- Negative review flagging, which entails letting review sites know that you believe the review left is untrue or unfair, and therefore the review site should consider its removal. While it is somewhat rare that review sites will honor the removal of a negative review that the review site itself did not find to be suspicious, none-the-less, it is worth exploring as a potential possibility, even if a just a few negative reviews are removed.