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Leveraging Google Reviews to Improve Patient Acquisition for Medical Practices

Patients rely on reviews to make decisions about their healthcare providers. This article delves into the significance of Google review management and how to leverage it to boost patient acquisition.

The Significance of Google Reviews

Imagine you’re looking for a good place to eat or a hotel to stay at during your vacation. Most likely, the first thing you do is check the reviews online. The same goes for patients who are choosing a healthcare provider. An impressive 90% of patients use online reviews to evaluate physicians

Google reviews hold special significance as Google retains an 83.49% share of the global search market. Ensuring your healthcare practice is visible to patients online involves garnering high-quality, positive reviews, which will significantly boost your local search ranking

Effectively Managing Google Reviews for a Medical Practice

An astonishing 88% of consumers trust online reviews as much as personal recommendations. Updating and regularly reviewing your practice’s Google My Business is critical for improving your local online presence. Below are three key aspects of effective review management.

Mitigate the Damage of Negative Patient Reviews

Negative reviews are a reality for any medical practice. While upsetting, poor feedback managed correctly can become an opportunity to showcase that your practice values your patients and is committed to improvement. 

Do’s:

  • Respond promptly: Address the issue as soon as possible to show that you take feedback seriously. 
  • Be polite and professional: Maintain a courteous tone, even if the review is harsh or unfair. Show understanding for the reviewer’s experience, even if you disagree with their perspective.
  • Offer a solution: If appropriate, offer a resolution or ask how to make things right. If appropriate, provide contact information for further discussion to resolve the issue privately.

Don’ts: 

  • Don’t ignore the review: Ignoring negative reviews shows a lack of concern for patient feedback. According to Software Advice, 66% of respondents feel it’s “very” or “moderately important” for providers to respond publicly to online reviews.
  • Don’t be defensive: Avoid arguing or getting defensive in your response, as this can escalate the situation.
  • Don’t reveal personal information: Protect patient privacy and avoid sharing personal details in your response.

According to Repugen, over 90% of consumers who expect providers to reply want one within a week. Regularly monitoring your practice’s Google My Business profile is vital for reducing the impact of negative reviews.

Encourage Positive Patient Reviews: Best Practices

According to Reputation’s 2022 Healthcare Industry report, 72% of patients seek four or five-star providers. Positive patient reviews don’t just happen by chance. Here are a few tips to encourage favorable feedback:

  • Train your staff to encourage satisfied patients to leave reviews for your practice.
  • Provide links and QR codes to review sites on discharge papers or follow-up emails to make it easy for patients to leave reviews.
  • Address and resolve issues patients mention in negative reviews if possible, which can turn a negative review into a positive one.

To increase patient acquisition, practices should implement these strategies to boost the volume of positive reviews, as 60% of patients consult ten or more reviews before selecting a healthcare provider.

Use Patient Feedback to Enhance Customer Experience

Patient feedback, especially collected through Google reviews, is a direct pipeline to understanding patient needs and expectations. If multiple patients submit the same negative feedback, it’s time to look internally. 

Implementing changes based on feedback not only improves service delivery but also contributes to building trust. When patients see their suggestions being acted upon, they feel valued and more connected to their healthcare provider.

Moreover, positive feedback provides just as much value as criticism. Consistent positive feedback on specific areas, like the simplicity of booking appointments or service efficiency, indicates strengths that can be highlighted in healthcare marketing efforts.

Oversee Google Reviews to Boost Patient Acquisition

Google reviews play a critical role in a medical practice’s digital marketing strategy by influencing local search ranking. Regularly monitoring and responding to reviews, both positive and negative, can help improve patient acquisition and enhance the overall patient experience.

Paid search marketing can’t amount to much if your practice’s online reputation is suffering. That’s why at Evolve, our channel partner monitors all review platforms daily, notifies providers of new reviews, and provides HIPAA-compliant review-response suggestions. You’re busy running your practice, so it’s important to ensure that your marketing partners have the capabilities to manage your online reputation.

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