Everything can be found on the internet… especially reviews. People love to search for reviews on sites such as Yelp, Trustpilot, and Google Reviews before making a decision. This is increasingly important when it comes to the healthcare provider or facility they choose. Here are a few ways to improve patient reviews online in order to create a better overall experience.
1. Build an Online Presence
One of the easiest ways to improve patient reviews is through being available online. This includes taking actions such as:
- Setting up social media accounts with your facility name
- Creating a useful and SEO-optimized website
- Responding to comments, questions, and reviews online
The more you interact with users in these environments, the more likely they are to leave positive feedback after visiting your facility. Many patients make a determination about your facility and providers before they even make an appointment. If you are open and willing to communicate before they enter the facility, they are more likely to have a positive experience.
2. Catch Negative Experiences Before They Are Shared
If you can get ahead of bad reviews before they are posted online, you can manage your reputation much easier.
This is important for a few reasons: First of all, it is difficult to take down a negative review. Second, it allows you to follow up with patients and fix any issues before they share them with the world.
One of the benefits of using Notivate Health’s platform is the ability to send out post-discharge surveys. By having patients fill these out after leaving your facility, you can catch complaints early on before they make it to the big sites such as Yelp or Google.
3. Get Rid of Negative Reviews (With Cause)
Another way to improve your patient reviews rating is by removing reviews when possible. However, you should know that there are very few instances when a negative review can be removed. Healthcare Success explains three instances when you may have cause to remove a review (although it is still a difficult process). These three reasons are:
- The person who left the review never actually visited your facility
- There is a violation of HIPAA in the review
- There was inappropriate language used
If you can’t remove a bad review, another way you could potentially solve the issue is by fixing the problem so the patient removes the review themselves. By responding to their review early on and trying to fix the problem, reviewers may take down or change their review.
4. Ask For Patient Reviews
In general, patients won’t go out of their way to review unless they have something negative to say. However, you can increase your positive reviews by asking patients (unbiasedly) to leave a review after their visit.
For example, Notivate Health includes a link to review sites without biasing the review. By directing patients to these sites, you can encourage them to visit and review without pushing them to write a certain way.
Make Patient Reviews a Priority
Most people who leave a review just want to be heard. If you can reach out and respond to your patients soon after or during their visit, you have a better chance of increasing your positive reviews and providing a better patient experience.
If you want to learn more about Notivate Health’s platform, you can contact us or sign up for our newsletter below.