By Stewart Gandolf, Chief Executive Officer
Online reviews play a significant role in the success of any healthcare organization.
In fact, patient reviews of doctors come in third as the most influential driver in consumers’ decisions1 (after insurance acceptance and location).
Today, virtually everyone should use reputation management software (RMS) to solicit, manage, and respond to reviews.
Hospitals and multilocation practices especially require sophisticated platforms to manage reviews effectively at scale. What’s more, they can supplement their reputation management software platform with grassroots efforts focused on soliciting more positive reviews at the local level.
Today, we’ll review the most important RMS features and show you the best way to ask for a review at the office level.
Reputation Management Software: Important Features
Here’s a quick primer on reputation management software and what to look for when choosing one.
First, consider whether your existing practice management software (PMS) has a reputation module built-in or (very likely) if you need to engage with a third-party RMS for more robust features that allow your business to scale.
If you choose to integrate with a third party, ideally, you can find a solution that integrates seamlessly with your existing PMS.
There are many healthcare-specialized RMS providers available. We partner with several depending on our client’s unique needs for reputation management.
RMS features vary wildly, but here are some of the most important
- Scalable capabilities
To manage reviews for multiple providers and locations - Intuitive enterprise-level dashboard
To easily oversee all locations - Role-based dashboard
To streamline workflows at each location - Automated alerts for not-so-stellar reviews
To ensure nothing falls through the cracks - Scoring compared to baseline
To help you compare your patient experience across your brand, locations, and providers - Review responses
To address all reviews in real-time, supplemented with rules-based templates - Automated review requests
To capture consumer reviews, especially shortly after leaving their appointment
So, What Else Can You Do to Encourage More Positive Reviews?
It’s simple.
Ask, and you shall receive.
Put another way, the scaled solutions are vital and helpful. However, motivated offices, staff, and providers can supplement your software-driven solutions.
While asking for reviews can feel awkward or self-serving, patients usually love sharing their opinions; they just need a little extra encouragement.
Let’s explore how to equip your on-site teams with the tools and knowledge they need to build your online reputation with online doctor reviews by patients.
When and How to Ask for Google Reviews (and Others)
Strike while the iron is hot to improve your chances of getting a review. Learning how to ask patients for Google reviews (and others) is easier than you think and can be done at several points along the patient journey, for example:
- When they share praise
- In the treatment room
- At check-out
- Right after they leave the office (via an automated email or text)
Along with a verbal request, your business can and should make it easy for patients to leave reviews by
- Giving staff and doctors links, they can text patients directly
- Adding review links to websites and all patient communications (e.g., email follow-ups, appointment reminder texts, and social media messages)
- Posting QR codes and other signage in the reception area and waiting rooms
- Including review links and QR codes to take-away materials (e.g., brochures, business cards, appointment cards, prescriptions, receipts, etc.)
Asking Patients for Reviews: Examples and Sample Scripts
Email your staff explaining the value of asking for positive reviews in person.
Let them know you’ll provide a toolkit to help them effectively and naturally ask for patient reviews of doctors in person, over the phone, or via email.
Here’s a sample memo/email you can send to your staff:
Dear [staff],
Did you know patient reviews have more influence on consumers than most websites?
It’s true. But don’t just take our word for it. Check out these eye-opening statistics.
* 72% of U.S. adults read online patient reviews for doctors when deciding on a healthcare facility or physician
* 72% will only choose a doctor if they have 4-star reviews or higher
* 55% of Millennials have selected a physician or location over another based on online reviews
A difference of one star—or even a half-star—can be all it takes for a patient to choose us!
With this in mind, we encourage you to ask our patients to post an online review of their experience—especially if they’re singing your praises!
We know this can feel awkward or self-serving, but many patients will love sharing their opinions with a little extra encouragement.
This email includes sample scripts to help you ask for patient reviews in person, over the phone, or in an email or text message.
Sincerely, [Name]
Disclaimer: The sample scripts below are a springboard to help you get started. Beware of violating HIPAA regulations, and never share personally identifiable information (PII) when requesting or responding to reviews.
Teach Your Offices How to Ask Patients for Reviews
Here are sample scripts that can help your provider locations request patient reviews of doctors in person, over the phone, or via email or text.
Along with these scripts, it’s important to ensure these steps become integral to their daily routines—and they leverage automation to ensure all reviews receive a timely response.
Sample Script: How to ask for patient reviews in person
Happy patient: [singing your praises]
You: That is so great to hear. Thank you so much for sharing that with me. We try our best to [do what you’re being praised for].
Patient: Absolutely. Thanks for making me feel [valued, safe, comfortable, relaxed, etc.].
You: Would you mind writing what you just said on our [platform] business page? Those kinds of comments are incredible and really help our business because prospective patients feel more confident in choosing us.
Customer: I’d love to!
You: Do you know how to do it?
Customer: No.
You: No problem! Here’s a [business card, QR code, etc.] with a link to our [platform] site. Just visit the link and follow the instructions. It should only take a few minutes. Thank you so much! We really appreciate your support.
Sample Script: How to ask for consumer reviews over the phone
Happy patient: [singing your praises]
You: That is so great to hear. Thank you so much for sharing that with me. We try our best to [do what you’re being praised for], so I really appreciate your feedback.
Patient: Absolutely. Thanks for making me feel [valued, safe, comfortable, relaxed, etc.].
You: Would you mind writing what you just said on our [platform] business site? Those kinds of comments are incredible and really help our business because prospective patients feel more confident in choosing us.
Customer: I’d love to!
You: Do you know how to do it?
Customer: No.
You: No problem! I can send you a link to our [platform] right now. Just visit the link and follow the instructions. It should only take a few minutes. Thank you again!
Sample Script: How to ask for patient reviews via email response
Dear [patient],
Thank you for sharing your feedback! It’s great to know our doctors and staff are meeting your expectations. We try our best to [do what you’re being praised for].
Would you mind writing what you just said on our [platform] business site? This kind of feedback is incredible and really helps prospective patients feel more confident in choosing us.
Here’s how to do it. Just visit [platform URL] and follow the instructions. It should only take a few minutes.
Thank you so much! We really appreciate your support.
Sample Script: How to ask for patient reviews via text
This is a reminder that your follow-up appointment is on [date] at [time]. We look forward to seeing you soon.
As a valued patient, we welcome your feedback. Please visit [platform URL] and leave us a review of your most recent experience with [doctor or practice name].
We encourage you to combine these tips and sample scripts with automated software to build a robust online patient review strategy for your business.
A combined approach for soliciting, monitoring, and responding to patient reviews of doctors is the best way to take your local SEO, brand visibility, and growth to the next level.
This article appeared on the Healthcare Success Blog and is shared with consent: https://healthcaresuccess.com/blog/reviews/how-to-ask-for-patient-reviews-to-grow-your-online-reputation.html
