Combine that information with the Harvard Business School survey that concluded a one-star drop in your reviews equates to a 10% revenue reduction.
Review sites such as Vitals.com and Healthgrades.com give patients a strength and platform to imact a medical practice more than ever before. About one-third of those surveyed said that they have choosen or rejected a doctor on the basis of online reviews.
Unlike times past, doctors today are going to have to address the transparancy brought about by the internet. Ignoring online reviews is not a winning strategy. Here are a few tips you can employ to help make a positive impact.
- Request Reviews - If you want someone to do something, you have to ask. Especially in light of HIPAA regulations, having the patient initiate the process is critical. More than just doctor interaction impacts reviews. Issues of timeliness, staff experience, physician interaction, etc. all impact the review. The doctor's "grade" is based on averages so getting more positive reviews can offset a single upset patient review.
- Respond to EVERY Review - That may seem like overkill, but to the degree it's possible you should respond to each review whether positive or negative. You don't have to disclose anything in your response that would violate HIPAA to be effective, but you need to learn how best to respond. You needn't be argumentative if you receive a negative review. Your level headed response that sticks to the facts will far outshine the rant of a disgruntled patient. Just like in person interaction, when someone pays a compliment, you say thank you; so you should online as well. Something as simple as, "Thanks for the kind words, it means the world!" can make a big impression.
- Reputation Management - Tools such as our own Chatterbox Reviews can make the entire process of seeking and syndicating reviews much more simple. Our automated system allows you to collect and promote your patient's reviews to the search engines, social media spaces, and to the review sites of your choice. Comprehensive systems will flag poor reviews and have them routed immediately so the issues can be addressed.
- Learn then move on - Negative reviews are more difficult on some personalities than others, but you should do your best to learn from the reviews you read. That is not to say that you should pour over them for weeks or even days. Take the feedback and make adjustments where you can THEN MOVE ON!
If you'd like to demo Chatterbox Reviews CLICK HERE