Online reviews matter. With review sites like ZocDocs, Yelp, RateMDs, and Healthgrades, it’s obvious that online reviews matter especially in the medial field. Over 91% of consumers read online reviews. In a survey of over 4,600 individuals, it was found that 61% of them use online reviews as their first step in finding a new doctor. Don’t think reviews only matter when it comes to new clients. Surprisingly enough, 20% of those will use online reviews to evaluate their current doctor, as well.
The most common interest items were the delivery of care with Accuracy of Diagnosis and Listening Skills ranked highest. The second most important aspect was administrative, in nature. Wait times, staff friendliness, and ease of scheduling were the most sought-after information points in online reviews.
Top quality customer service is a culture that you can’t escape from. While every review may feel like a personal attack, realize that this is a consumer-based culture. Your patients have to wrangle with insurance companies, your administrative staff, arranging time off to come into your clinic, and preparation for battles involving approved insurance medications. They want to trust that connecting with you during your critical evaluation of their health was worth it.
The credibility of these reviews have become accepted by medical groups, insurance providers, hospitals, and more. According to Vitals, 85% of consumers will likely choose one doctor over another based on positive reviews and high ratings. It makes online reviews an intricate part of your career and livelihood.
You can learn from a negative review as much as a positive review. Do you notice a trend in wait times? If so, what can you do to alleviate that without rushing through patient appointments where you can miss critical health issues? What about follow-up with patients by your staff?
There is no question that reviews are vital to your professional career. Do you know where you stand? Contact us for a free 30 minute online audit today.
*Source cite for the survey: http://www.softwareadvice.com/resources/medical-online-reviews-report-2014/