Patient reviews may be affecting your business without you even realizing it.
Pay attention to what patients are saying about you online.
Take feedback to heart and do what you can to ensure patients are saying positive things about your business online.
The lifeblood of any practice is a steady influx of new patients. Any potential new patient who is trying to find a doctor is likely Googling you. That means they’re seeing what other patients have to say about you in the form of patient reviews.
When was the last time you looked at your patient reviews? Have you ever done so?
And for you employed physicians who are thinking you’re off the hook, guess what: You might have a Google business page without even realizing it.
Any Google user has the ability to create a Google Business page listing. It’s up to you—or your employer’s public relations or marketing department—to claim and manage it.
It may be time to have a word with the head of marketing.
Regardless if you’re a self-employed physician, or you’re on the payroll, what patients have to say about you is more critical than ever. Here are some keys to generating more high-quality patient reviews.
Focus on what your patients read before selecting a doctor
Take a look at what patients are saying about you on the big-three platforms: Google, Facebook, and Yelp. Google is the top priority. The quantity and quality of your reviews have implications for where your business listing ranks in search results. Google Business reviews are also most likely the first reviews potential patients will see.
Take an objective look at what patients are saying. Do you notice any patterns?
For employed physicians, ask yourself:
What are patients saying about my bedside manner? How could it be better?
Am I being clear enough in explaining testing, diagnosis, and prognosis?
Am I making sure patients are getting the appropriate amount of attention from nurses and support staff?
For self-employed physicians, ask yourself:
Are criticisms directed at me or my team?
What are patients saying about customer service? Are they waiting too long or encountering rudeness on the phone or at the front desk? If so, do you need to make any front-office personnel changes?
Are patients criticizing front-office procedures, such as patient intake or scheduling appointments? If so, what can you do to streamline these processes?
Once you’ve identified patterns, create processes to address the criticisms.
Engage for more high-quality patient reviews
You or someone on your team needs to engage with the people who are reviewing your practice—even positive reviews. A simple thank you will speak volumes to prospective new patients who are checking out you or your practice. It shows that you care.