Online reviews have become integral to consumer decision-making across various industries, and healthcare is no exception. Patients turn to online reviews to help them select a provider, assess the quality of care, and share their own experiences with others.
It is no surprise that 3 out of 4 people have searched online to find out about healthcare providers or services, specifically in their proximity. A recent study showed that around 80% of patients rely on online patient reviews to contribute to choosing a healthcare provider, whereas only 34.2% look into healthcare directories.
As such, healthcare practices must understand the importance of patient reviews and develop strategies to effectively manage their online presence to attract and retain patients in an increasingly competitive marketplace.
How do online reviews influence the patient decision?
Online reviews have the same gravity as personal recommendations. As we moved into a digital era, ratings and reviews from existing patients became the trusted source for the products and services’ quality.
Patients can compare the reviews of multiple providers to help them make an informed decision about which provider to select. Social proof acts as a powerful endorsement for a healthcare provider.
A single review cannot influence your online reputation. You must proactively collect feedback from your patients and respond to them promptly.
Patient reviews build your online reputation
When a provider has many positive reviews, search engines will recognize this as a sign of a reputable and trustworthy provider. As a result, the provider’s website will rank higher in search results.
Positive reviews can increase patient engagement and retention. Patients are more likely to choose a provider with positive reviews, and they are also more likely to return to a provider if they have had a positive experience.
Correspondingly, it encourages patients to leave their reviews, further improving the provider’s online reputation.
Negative reviews are part of the process
You may get negative reviews, but when you do, don’t shy away and leave it as it is. 35% of the time, a negative review may be aimed at the quality of care, and they expect a reply from the provider.
Responding to negative reviews can help mitigate the negative impact and mend the patient-provider relationship. Learn from your patient’s concerns and make amendments to deliver quality care according to their needs.
How can patient reviews benefit your practice?
It is no magic that online reviews are the number one resource for healthcare consumers, as they perceive the provider as trustworthy, knowledgeable, and caring. However, 70% of patients will only choose a provider with a minimum 4-star rating.
An important step to obtain the benefits of online reviews is to set up an automatic feedback review system. With this, you can effortlessly collect feedback from your patients soon after their appointment. Trillium.health helps you send SMS feedback requests, monitor the reviews, and help you build your digital presence.
Patient reviews can benefit a healthcare practice in several ways:
- Give you information on the quality of your care
- Build a solid online presence with trustworthy social proof
- Transform the quality of care to meet patient expectation
- Build brand image and expand your online reputation
- Strengthen patient-provider relationship
- Enhance patient engagement and patient satisfaction
- Boost your search engine rankings and increase your online visibility
Encourage your patients to provide feedback
Make an easy path for your patients to leave feedback and encourage them to do so after every visit. Do not shy away from asking for feedback. This lets you learn where to improve and appreciate your patients’ concerns.
Respond to both positive and negative feedback in a timely and professional manner. Thank patients for their feedback and address any concerns they may have raised.
Embrace the digital age and adapt to the new trends and technologies of healthcare. There are many ways to make the patient-provider relationship easier to communicate, and online reviews are the best form. Leverage the benefits of patient reviews complying with the HIPAA rules and regulations.
