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    3 steps to a successful consumer review

     

    Monitor

    Set up Google Alerts or use other systems to stay abreast of what people are saying about you.  More than 80% of physicians monitor their reviews and ratings, according to results of a new survey from Vitals.

    Seventy-five percent of physicians routinely check more than one online rating site, and nearly 12% check reviews at least once per week. If you’re not one of them, you should be.

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    Once bad reviews are reported, two things are important. First, take the reviews to heart. If the patients are identifying negative aspects of their experience, take steps to fix them. Second, promptly respond to the review in a non-defensive, positive, and supportive way. The example verbiage below can help soothe an unhappy patient and be the first step in getting the patient to retract negative comments.

    “I am very sorry to hear about your experience at our practice. Our goal is to provide every patient with exemplary care and the best outcomes. We welcome the opportunity to listen to your concerns to make things right for you. Please feel free to contact us at ...”

    Don’t freak out about a few negative reviews. In fact, a little bad news is actually GOOD news. A pristine, all-five-star online image is not believable, and therefore prospective patients are skeptical when they see an unblemished pattern of excellent reviews. A Stanford Business School study called this positive side of negative reviews the “blemish effect.” 

    Blog: For whose convenience—the practice or the patient?

    And, respond immediately to positive reviews. Thank patients for their kind words and tell them you are happy they had a great experience with you and your staff.

    When responding to a review (positive or negative), be sure not to include any private personally identifiable health information, even something as innocuous as appointment or treatment dates.

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