{"id":19000,"date":"2017-07-20T08:00:21","date_gmt":"2017-07-20T12:00:21","guid":{"rendered":"http:\/\/www.carecloud.com\/continuum\/?p=19000"},"modified":"2025-10-23T14:12:57","modified_gmt":"2025-10-23T14:12:57","slug":"3-problems-your-practice-has-with-online-reviews-and-how-to-fix-them","status":"publish","type":"post","link":"https:\/\/carecloud.com\/continuum\/3-problems-your-practice-has-with-online-reviews-and-how-to-fix-them\/","title":{"rendered":"3 Problems Your Practice Has With Online Reviews\u2014And How To Fix Them"},"content":{"rendered":"

We search Google reviews for just about everything\u2014from deciding a takeout order on a lazy Friday night, to comparing health insurance plans after starting a new job, and now even our doctors. Online reviews are the building blocks of your practice\u2019s reputation. In fact, medical practices are the third most commonly reviewed<\/a> businesses after restaurants and hotels.<\/p>\n

Online reviews are crucial for your business, yet a lot of physicians still admit to feeling overwhelmed on where to begin. There are a few common problems any practice can encounter when looking to build its online presence with reviews.<\/p>\n

The good news is that you don\u2019t need to reinvent the wheel. Small, actionable steps are all you need to drive your online clout and take your clinic from \u201cgood\u201d to \u201call star.\u201d<\/p>\n

Problem: Imagine Having An Extra Office Space And Not Using It<\/h4>\n

Let\u2019s say your practice is doing well. Patients talk about you to family members and friends and have even sent new referrals your way. You\u2019re receiving good feedback, and your patients love you.<\/p>\n

The problem? No one but you and your staff know it.<\/p>\n

Not providing a platform for your patients to leave reviews and voice their praise is like telling them to please stop talking about how good you are.<\/p>\n

The world doesn\u2019t start and end with your physical practice anymore\u2014your practice reaches into the stretches of the internet. Neglecting your presence there is the equivalent of forgetting you own a whole extra floor (read: world) of office space.<\/p>\n

A whopping 77 percent<\/a> of your patients are visiting review sites before choosing you as a physician. When you don\u2019t have online review platforms connected to your practice, you work against the best word-of-mouth there is: the online conversation.<\/p>\n

 <\/p>\n

To put this into perspective: a loyal patient can end up creating four new patients for you by talking about you in person. That same loyal patient can also generate 1,000 new views for your practice online. If 2 percent of those page views can become patients, that\u2019s 20 new patients over time.<\/p>\n

Happy patients can only help you reach that number by leaving an online review. Imagine how much busier your practice would be if nearly every patient did so.<\/p>\n

Solution: Own That Space To Boost Your Reputation<\/h4>\n

Studies show that 59 percent of consumers make a decision about a business<\/a> after reading 2\u20133 different review platforms. Another recent study showed that information varied<\/a> between different online review platforms. For that reason, it\u2019s best practice to create review pages on multiple review websites, giving you a diverse patient group engaging with your online presence. Each online review platform is a little different and has its own unique characteristics.<\/p>\n

Tashfeen Ekram, founder of Luma Health<\/a>, a reputation management tool and communication platform that helps boost online reviews, suggests to \u201cstart off with setting up a Google, Yelp, and a couple medical sites like Healthgrades or RateMDs.\u201d Other review sites you can consider down the line are Facebook, Angie\u2019s List, ZocDocs, WebMD, Better Doctor, and Vitals.com.<\/p>\n

 <\/p>\n

When any business is Googled, the Google My Business listing always appears first, making Google My Business perfect for gaining long-term traction and SEO visibility. When patients with positive feedback are redirected to their Google listing, almost all mobile users are already logged in to their accounts, allowing fewer steps for the patients to leave a review. Eliminating this login step has proven incredibly successful in optimizing positive reviews.<\/p>\n

Yelp (like Google) is another popular option. According to one study, 26,380 reviews are posted on Yelp every minute<\/a>. With an average of 26 million unique mobile users every month<\/a>, it\u2019s no surprise health practices create review pages on Yelp.<\/p>\n

To create these pages, you can set up a Google listing<\/a> and Yelp page<\/a> for your practice in just a couple minutes. Within a few minutes, patients will be able to find\u2014and rave about\u2014you online.<\/p>\n

Problem: Dreading \u201cThe Bad Review\u201d<\/h4>\n

While some providers need help setting up their online presence, others are afraid of the impact negative reviews may have on their practice.<\/p>\n

Of course, patients would actually prefer to see a variety of honest reviews\u2014but that doesn\u2019t mean they all need to be five-star reviews<\/a>. If you only have positive reviews to show for your practice, patients may think it\u2019s an advertising scheme or that the reviews were bought. How you appear online also depends on how well you handle negative reviews.<\/p>\n

A ProPublica<\/i><\/a> investigation found more than a dozen instances of physicians violating HIPAA in their responses to bad Yelp reviews. Even if such mishaps are accidental, there is a right way to handle negative reviews online.<\/p>\n

Solution: Tactfully Responding To \u201cThe Bad Review\u201d is Usually a Good Thing<\/h4>\n

So how exactly do you handle a negative online review? First, be ready for negative reviews of any nature. The reason for patients leaving an online review can be valid, or it can be completely arbitrary: from the receptionist\u2019s attitude, to even the \u201cunnerving temperature of the office.\u201d Whatever the reason may be for a negative experience, always respond professionally.<\/i><\/p>\n

A survey showed that 60 percent of patients believed<\/a> it was \u201cvery\u201d or \u201cmoderately\u201d important for physicians themselves to respond to negative reviews online.<\/p>\n

 <\/p>\n

 <\/p>\n

First, thank the patient for taking the time to leave a review online and apologize for the experience they had. \u201cThank you\u201d and \u201cI\u2019m sorry\u201d are standard phrases in customer service, which is why patients may interpret their absence negatively in your response.<\/p>\n

Also, make sure you don\u2019t disclose any protected patient information when addressing the review. It\u2019s tempting to discuss a date or details of a specific procedure, especially if the patient\u2019s concern is referencing it. Don\u2019t take the (unintentional) bait.<\/p>\n

If the concern involves your practice\u2019s policies or other specifics, invite the patient for an offline conversation. Use this strategy often. Patients\u2014unhappy and happy ones\u2014will appreciate the openness.<\/p>\n

Your responses to negative reviews should be all about making yourself available\u2014even a little vulnerable. Let patients know you care to hear them out. Make it clear you make unhappy patients a priority, and even if they won\u2019t turn around, you\u2019ll have handled their concern in the best way possible.<\/p>\n

Patients browsing through your review page will see that, too.<\/p>\n

Problem: You Don\u2019t Know How To Get Patients Online<\/h4>\n

According to one study, 90 percent of consumers<\/a> read 10 or more reviews online before trusting a business. When it comes to the rest of the population, only 10 percent of patients actually leave online reviews<\/a>. How do you get the remaining 90 percent of patients to engage?<\/p>\n

We see it all the time\u2014clinics want happy patients to leave a review online, but there\u2019s typically a drop-off when it comes to patients following through.<\/p>\n

And while incentivizing patients with coupon codes and package deals works well for selling services, applying the same tactic in the medical field is inauthentic and even falls right on the line of being unethical.<\/p>\n

So how do you get those patients who love you to write about you?<\/p>\n

Solution: Ask, Advise, and Automate<\/h4>\n
\n

In fact, 7 out of 10 patients<\/a>
\nwill leave a review if
\nthey\u2019re asked to<\/span><\/h2>\n<\/blockquote>\n

When your patient leaves a visit looking happy, don\u2019t forget that you have the power of \u201cthe ask.\u201d It sounds simple because it truly is! Most of the time, your patients have great experiences with your practice that they\u2019re just waiting to talk about. In fact, 7 out of 10 patients<\/a> will leave a review if they\u2019re asked to. So it starts with your front desk staff simply asking: \u201cWill you leave a review for us?\u201d<\/p>\n

Next, advise and give a heads up. For patients who agree to leave a review, train your staff to give verbal reminders, guiding your patient to take the next step. Reviews requested at the time of service have an 80\u201390 percent chance of completion<\/a> compared to those requested later.<\/p>\n

For example, you can say something along the lines of, \u201cGreat! Keep a lookout for our text survey shortly.\u201d You can even leave similar cues on your business cards and website.<\/p>\n

Lastly, use mobile automation in your favor. With tools like Luma, asking for reviews is easy. Post appointment, patients are contacted via text to ask how the doctor did on a scale of 1\u201310. When the review is positive (8\u201310), patients are directed to a review platform of their choice, while negative feedback (1\u20137) prompts a private portal for leaving comments where the practice can address the issue directly.<\/p>\n

Online Reviews Are<\/i> Your Best Friend<\/h4>\n

Let\u2019s face it: Online reviews are just a part of running a business in today\u2019s world. Approach them fearlessly. Leverage the exposure they give in your favor.<\/p>\n

Find a bad review on your practice? Respond courteously, and patients will perceive you to be responsible and transparent. Is your practice gaining traction online? Automate the online review process, making it easy for patients to vouch for you. With time, these small successes add up.<\/p>\n

Before you know it, patients will be lining up to see you.<\/p>\n","protected":false},"excerpt":{"rendered":"

We search Google reviews for just about everything\u2014from deciding a takeout order on a lazy Friday night, to comparing health insurance plans after starting a new job, and now even our doctors. Online reviews are the building blocks of your practice\u2019s reputation. In fact, medical practices are the third most commonly reviewed businesses after restaurants […]<\/p>\n","protected":false},"author":1,"featured_media":43619,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[36,69],"tags":[],"class_list":["post-19000","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-patients","category-show"],"yoast_head":"\nWhat 3 Problems your Practice has with Online Reviews?<\/title>\n<meta name=\"description\" content=\"Online reviews are crucial for your business, there are 3 common problems any practice can encounter when looking to build its online presence with reviews.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/carecloud.com\/continuum\/3-problems-your-practice-has-with-online-reviews-and-how-to-fix-them\/\" 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