FOUR most common online negative reviews, how to avoid them! ⚕️⚕️ Did you know complaining patients are THE BEST Patients. Why? They are giving you the opportunity to fix the problem. Often you fix the problem they turn into loyal patients.
However, if patients have complains and you do not have a way to provide feedback to your practice, they are going to write negative reviews on Yelp, or online.
More than 80% patients use online reviews to make their doctor’s office decisions. Have you ever Googled searched your clinic? Yelp matters but 68% of all searches on the internet are done using Google, making Google review on your Google My Business listing the most powerful and influential. Patients are trusting online reviews more than personal recommendations from friends and family.
If multiple negative reviews are prevalent during that initial search, patient might choose to see another practice with positive reviews. The real value in the positive review is from a patient feedback. Patient will provide you with information that can help make positive changes in operations, customer service, office policies, and protocols ultimately to enhance the patient experience. Resulting in increasing long-term new patient growth, retaining existing patients and lowering costs.
4 MAJOR COMPLAINTS IN PRACTICES:
1. Wait time 2. Not receiving a through exam 3. Customer service 4. Follow up
Focusing your attention to these top 4 patient complains can help you avoid negative reviews and deliver a best patient experience. Having a discussion with your staffs and spending them assessing the flow and efficiency of patients and providing a customer service training on a daily basis. Making sure the technician asks the patients if they have any questions prior or post exam.
Consider asking happy patients to help other patients just like them by posting a positive reviews on Yelp or Google.
Lets keep it simple by focusing on the most impactful online sites, and continue to build that reputation online!
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