Online reviews on sites like Yelp, Facebook, Google, Healthgrades, Vitals and RateMDs give people a way to share their patient experiences not only with businesses but with fellow patients. Patients look to and rely on reviews in order to discover services that provide the best experience. That’s why monitoring and responding to reviews is an important part of managing feedback and protecting your digital reputation.
If you aren’t doing this yet, take the time to respond to and communicate with your happy and unhappy patients — on all the review sites and feedback channels where they may be talking.
Research says that 52 percent of patients expect to hear back within 7 days of writing an online review, particularly one that’s negative or critical. 1 in 4 patients are more demanding, expecting a review response within 3 days, while 21 percent expect businesses to have a response time of 24 hours or less. 78 percent of patients say that seeing management respond to online reviews makes them believe that the business cares more about them.
7 Tips for Responding to reviews
Resolve issues and offer a solution
Reinforce positives in the customer experience
Recognize the staff and share customer success to the team
Compliment the customer
Issue a sincere apology
Highlight company values
Andrew Rost Andrew is the Lead Product Manager for MDidentity, where he geeks out daily over digital reputation, data and graphs. When he’s not equipping doctors and business owners with the tools and knowledge to manage their digital reputation, he’s playing sports, eating granola and hiking the woods of Maine with his family.
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