There’s no denying the fact that online reviews are getting immensely popular with each passing day. Think of platforms such as Yelp or Google My Business, which are some of the popular places, where local businesses are given ratings and reviews by customers for a wide range of products and services. These can have an impact on a business and its bottom lines, as established by numerous studies.
According to a survey by BrightLocal:
Consumers are likely to spend 31% more on products/services from businesses that have excellent reviews
85% of customers trust online reviews as much as a personal recommendation
A negative review can drive away approximately 22% of customers
Additionally, a study published by Harvard Business School states that a 1-star increase in ratings equals a 5-9% increase in revenue.
But the question is, do the opinion of the consumers matter and impact medical practices as well? The answer is yes.
Importance of Online Reviews in The Healthcare Industry
Nowadays, it is easier than ever for patients to express their opinion. They leave their reviews and ratings on the brand’s social media pages, in direct messages or in Google. This directly affects the physicians’ reputation or a healthcare center for that matter.
The ratings and reviews are often the reflections of the patients’ experience at a clinic, ER or a hospital. These often appear at the top of the search results and hence, they are the first things prospective patients notice about any medical center.
While a positive review can rope in more patients by giving the reputation a boost, a negative review can take a toll on the business by hampering the brand’s image. This is what makes it important to keep a hawk’s eye on the reviews and see whether or not they are damaging the business’s image.
Don’t want negative reviews to adversely affect your business? Well then, reputation management is a step that you need to take at the earliest. It includes several solutions to exercise better control on your medical practice’s online image or presence, while you continue doing your best. Here’s what you can do:
Concrete Steps to Ensure Good Reviews
Ensure Consistency in Listings – Start with consistent profile (NAP) for all your listings to remove the discrepancies. This is because a difference in the addresses or contact details can confuse the users.
Choose the Right Tools – There are several rating and review tools that let you record and measure the satisfaction level of the past patients, especially the disgruntled ones. OQRA is one such tool, which helps your cause by bringing several benefits to the table.
Respond to Both Negative and Positive Reviews – Do make it a point to respond to negative/positive reviews using the right tactics and words. This makes the patients feel valued and contribute to a great online reputation!
Ask Loyal Customers to Review – Make sure that there’s no long gap between two reviews or too many 5-star ratings for months in a row. These will question your credibility. What you can do instead is ask your loyal patients to post genuine reviews.
Now that you know how reviews and ratings play a role in medical practices, it’s time to come up with an action plan and do something about it. You can always seek guidance for online reputation management in San Antonio by choosing us. Be assured, we’ll assist you in every imaginable way!