The patient’s experience is the most used source of information about the quality of treatment and the customer service that a medical facility can provide.
¿Why do I need reviews?
They evidence your work.
Patient reviews may be the most crucial part of healthcare businesses’ digital presence. These are increasingly becoming more relevant in deciding where to seek care.
Online reviews are the second-most trusted form of advertising, with 70% of global consumers trusting them, according to Nielsen’s 2011 Global Trust in Advertising Survey. In other words, customers rely mainly on online information to make decisions about their purchases, which include healthcare.
But how to deal with negative reviews?
The ability of patients to openly express their opinions, which could affect doctors’ reputations and financial well-being, is a significant and possibly disconcerting development. However, healthcare providers should actively support reviews for reasons other than openness and readiness for the future: reviews are important and empowering for patients, and they may be a powerful business driver if you use them to your advantage.
The first issue to soothe is the concern that a few negative reviews might harm your reputation. In reality, this is the furthest thing from the truth.
85% of shoppers check for negative evaluations to make an informed purchase decision. And among customers between 18 and 29 years, this percentage skyrockets to 91%, according to a 2018 study by Power Reviews.
Why do people check on negative reviews?
Because negative reviews help potential buyers picture the worst-case scenario, they are curious about possible problems to determine how much this scenario will matter to them.
Now, the thing that patients look for the most when searching it’s the overall score. According to Zoc Doc, healthcare providers can see their monthly appointments increase by 37% just by having 4 out of 5 stars.
The total amount of ratings are also quite significant. According to Zocdoc’s research, the 25% of doctors with the most patient ratings had five times as many appointments as the other 25%. In other words, clients are more likely to hire an expert with more ratings, even if some of them are negative.
Another vital thing to remember is that you should answer all your reviews, positive or negative. The positive review responses will show your potential clients that you care about their opinions and will continue offering a good service. And on the other hand, negative reviews can help make your business more human and transparent while giving you insights into what to improve. By answering your client’s concerns, you show them that you care and that they are not alone in their experiences.
Okay, but where should I gather reviews?
Google and Yelp are the two most used review sites for local searches, according to a survey by BrightLocal, with Facebook in third place.
You can choose one of those platforms and ask your patients to leave reviews there to build a good rating that’ll help your business. We strongly recommend Google since many people search for an address on Google Maps, and while at it, they can see the reviews of that place.
Here is an article with the best platforms to build your digital presence.
So, let’s recap on why chiropractors should get reviews.
- Online reviews are the second-most trusted form of advertising, with 70% of global consumers trusting them
- Negative reviews are not an issue
- 85% of shoppers check for negative evaluations to make an informed purchase decision.
- Clients are more likely to hire an expert with more ratings, even if some are negative.
- You can list your practice on Google or Yelp, the two most used review sites for local searches.
Patient reviews will continue to be a growing part of the healthcare landscape. The ability for patients to leave reviews on sites like Google and Yelp has already had a significant impact on the healthcare industry.
While it may be hard to predict how patient reviews will change in the future, it’s clear that they’re here to stay, and doctors need to develop strategies for working with this new source of information.