Over 80% of patients turn to Google when looking for a new healthcare provider. SurveyVitals’ online reputation tools
have helped boost client Google reviews by 281%. While increasing your number of online reviews is essential for attracting new patients, it’s equally important to respond to these reviews appropriately.
Patients are certainly reading online reviews, but they’re also likely to be reading your responses to them. Eighty-nine percent of consumers
read business responses to online reviews. Not only do these responses build trust with your current and prospective patients, but they have the potential to negate damage to your online reputation and prevent missed opportunities for patient growth.
When responding to online reviews, it’s important to address the patient’s concern while also being mindful of HIPAA. Simply acknowledging that the reviewer is a patient of your practice can be a violation of HIPAA; the patient’s review is not authorization for you to release any of their protected health information.
The wrong response to a patient review can have negative consequences
. Here are some common mistakes and best practices to consider when responding to online reviews for your practice.
What to avoid in responses to online reviews
- Take caution not to acknowledge that the reviewer is a patient. Even a statement such as, “We’re sorry you experienced a long wait to check in for your appointment” confirms the reviewer was seen at your practice.
- Don’t repeat any information given in the review. If the reviewer states their treatment for a certain condition was ineffective, don’t discuss that condition or treatment by name.
- Avoid getting defensive. You may disagree with the review, but prospective patients may shy away from your practice if your responses are defensive or argumentative.
Best practices for responding to online reviews
- Thank the reviewer. A simple “Thank you for taking the time to leave a review” is appropriate. Be cautious not to thank them for their feedback about their visit, as this would be confirming their status as a patient.
- Keep it brief. Use generic terminology and keep your response short and simple.
- Use response templates. Create generic, canned responses that include a simple “thank you” and contact information. For example, a canned response for a negative review might be: Thank you for leaving a review. Please contact our [Position Title] at [Phone or Email] so we can learn more.
SurveyVitals can help you grow your online reputation. Schedule a demo
to learn more.
Hope McCain March 3rd, 2021 Categories: Anesthesia, Best Practices, featured, Outpatient Practice, Patient Experience, Product Features, Reputation Management
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Nearly 90 percent of patients look to online reviews when choosing a physician, so increasing a positive presence online is more important than ever.
SurveyVitals’ Public Review feature helped healthcare providers and organizations proactively build their online reputation and improve their search rank in 2019. The feature drives verified patients to leave public reviews about their experiences on a page hosted by SurveyVitals and indexed by Google, allowing prospective patients to find you more easily online.
Since its launch this year, over 200,000 verified patients have posted online ratings using Public Review, and 98% of those reviews scored 4 out of 5 stars or higher. Using our composite scoring algorithm ensures patients’ public star ratings are more reflective of their visit, rather than a single aspect of their experience.
Public Review is an important tool that allows healthcare organizations and providers to build a brand on the web. However, we also want to help get you more positive reviews where they matter the most. Google accounts for 57.5% of all online reviews worldwide, far superseding other online review platforms. If you have only a handful of Google reviews, a one- or two-star rating can drag your overall rating down.
Public Review + Google
We’ve enhanced our Public Review feature to give you a two-pronged approach to building your online reputation. The newest expansion of the tool allows you to better incorporate your Google Business pages into your SEO strategy. Use Public Review to boost your volume of reviews by driving a percentage of your verified patients to your Google Business review pages.
How it works
Setup is quick and easy. Add your Google Business review link to your Public Review settings within your SurveyVitals portal, and specify a percentage of your patients to route directly to this page upon completion of a survey. You can link to the Google Business reviews page for the whole organization or separate pages for each of your practice locations.
That’s it! To schedule a demo or learn more, chat with us using the blue chat icon below.
blake December 13th, 2019 Categories: featured, Patient Experience, Product Features, Reputation Management
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, Public Review
Unverified online patient reviews do not always correlate with actual patient experience, according to a new study published by the Mayo Clinic.
Can you trust what people say about doctors online?
That’s the question that researchers from the Mayo Clinic set out to answer when they started collecting data from online patient reviews in 2014. The results of the study, which were released in the April edition of the Mayo Clinic Proceedings, corroborate what physicians have been saying for a long time: Unverified online reviews often present an inaccurate depiction of physicians and their practices.
Here’s what happened.
Researchers collected online patient reviews for two groups: 113 physicians who had received at least one negative online review (<50% of possible score), and 113 physicians who had never received any negative online reviews. The researchers then tracked these physicians’ performance over the next several months using verified, tested patient satisfaction surveys. (similar to SurveyVitals’ 360° Survey Solution).
After analyzing the verified patient satisfaction scores, the results were clear: There was no correlation between negative online reviews and patient satisfaction scores.
So to answer the original question-
No, you can’t always trust what people are saying about doctors online.
Why it’s important.
In the digital age, online reputation is paramount to success. Not sure about that? Check out this study that found 54% of millenials look online before choosing a doctor.
Online reviews can create a ripple effect that impacts everything from choosing a doctor to perception of care received. As patients approach healthcare with an evolving consumer mindset, and as the healthcare industry shifts toward a pay for performance model, negative perceptions will inevitably damage an organization’s bottom line.
The unsettling part is that in most cases anyone can go online and write these reviews, regardless of whether or not they’ve ever interacted with the physician. This exacerbates the problem that the loudest voices on the internet tend to be the most upset, creating an unbalanced portrayal that isn’t necessarily representative of a practice’s entire patient population.
The researchers at the Mayo Clinic encapsulated this issue best when they wrote, “Perhaps the time has come for improved mechanisms to support health care organizations and their physicians to allow a more qualified and verified form of PSS scores to be included online in an attempt to overcome often single and unsubstantiated online reviews by open source online websites.”
So what can we do?
The best way to protect your organization’s online reputation is to share your verified patient ratings with the world. SurveyVitals’ Provider Widget is the easiest way to share and promote your verified reviews.
Here’s how it works.
The Provider Widget displays actual feedback from actual patients. Instead of unreliable, unverified reviews from strangers on the internet, the Provider Widget automatically gathers data from the patient population as they submit their patient experience surveys.
Ultimately, the verified reviews give patients the confidence they need in choosing a provider to treat them. SurveyVitals’ Provider Widget shows ratings from not just a few, but often from thousands of verified patient to generate a trustworthy source of information.
Harnessing the power of actual patient ratings creates a competitive advantage against peers who rely on unverified reviews. Patients who see the ratings on the Provider Widget know that they are getting an accurate representation of their provider’s performance.
How to set up the Provider Widget.
If you aren’t currently utilizing the SurveyVitals solution, schedule a demo to learn more about how SurveyVitals can help your organization with patient experience surveys, CAHPS surveys, MIPS Improvement Activities, the Provider Widget, and more.
If you are already running the SurveyVitals solution, please contact your support team or email support@surveyvitals for help setting up your widget.
By providing the information and tools to help people make informed decisions, we can work toward making a better healthcare systems for both physicians and providers. Better insights can lead to better outcomes for everyone involved.
blake April 6th, 2018 Categories: featured, Outpatient Practice, Patient Experience, Product Features, Reputation Management
Tags: find a doctor
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