While providing medical care is more of a service than a business, it’s still a profit-generating industry after all. Like any other business, having a clear marketing strategy is consequential. Many other clinics and hospitals provide the same services, and establishing trust are necessary. If people couldn’t trust the medical services offered, they will look for other choices. In this industry, reputation is everything. When people request medical care, they only want the best. Otherwise, it will put their health at risk. Having a clear healthcare reputation management strategy is important. Finding a way to increase reviews for medical practice is part of it.
Online reviews matter. According to studies, over 92% of people read online reviews before deciding to patronize a product or service. There’s a good chunk of potential customers who consider these reviews first since they have no idea about what they’re getting. While they couldn’t fully trust what the reviews state, it’s better than not having any idea at all. Studies also show that companies getting a higher average from at least 10 users are viewed as more reliable. It increases the significance of living a positive review. It should be a goal to receive as many good reviews as possible.
Ask the patients directly
Seven out of 10 people are willing to provide a review if asked. Some of them even wrote reviews without anyone telling them to do so. Therefore, if people who forgot to leave a review receive a reminder, they will probably do it. The reason why some companies think that no one wants to leave a review is they don’t ask the customers directly. A simple reminder via email or in-store app would already be enough. Patients who visit the clinic can also receive a reminder as soon as the service is over. If they are healthy enough to leave a review, there’s nothing wrong about asking them to do it.
There should be a permanent review link
Another way to encourage more positive reviews is by simplifying the process for the customers. There should be a permanent link where they can leave a review. It’s only a one-page form that they can fill out easily. In doing so, those who want to say something about the business wouldn’t spend too much time doing it. They can finish the review in a minute or so. Leaving a good rating shouldn’t be a problem, either. Some people don’t like reading long reviews, but they form a conclusion using the rating average. It shows how important ratings are to the reputation management effort.
Automate the process
For medical care services, there should be an app for people to set an appointment. They don’t have to call a hotline or visit the clinic to sign up. They can do it online. They can also receive a confirmation of the appointment through an app or the website. It simplifies the process and makes it easier for these potential patients to avail themselves of the services. If there’s already an existing app for automating the process, there should also be a pop-up feature to leave ratings and reviews.
Express gratitude to them
People love watching videos. There are over 1 million hours of videos on YouTube consumed by people around the world each day. Even before these potential customers available for the services offered, there should already be a thank you video available. They will feel special by receiving these videos. They can get it through their social media accounts or emails. After getting the service, they might immediately leave a review because of this thank you video.
Another way to express gratitude is by responding to all the reviews detailing something good about the services offered. It’s not only for the person who left the review. It also encourages others to do the same. Having a connection with the company makes it easier for them to engage, and leaving a review is one of them.
Some patients are willing to leave reviews without getting anything in return. It’s even better if they can get a reward for doing it. It doesn’t have to be something expensive. A simple refrigerator magnet or a pencil with the company logo can be a good reward. It’s also a fun experience for these customers. Giving branded merchandise might seem like an old strategy, but it still works. It’s even better if the business targets the older demographics. They will appreciate the freebies.
Respond to negative reviews
People will feel encouraged when there’s a response not only to positive reviews but the negative ones. It shows that the business isn’t afraid to answer negative reviews. It also indicates that the company cares about the concerns of other people. Negative reviews are frustrating, but they indicate how the customers feel. If they didn’t like the service, it’s understandable.
The best strategy is to respond to the negative reviews and acknowledge the problem. Tell these clients that the company is sorry about what happened, and there’s an effort to do better. Answer the concerns directly. However, there might be issues with legal repercussions, especially in the medical industry. Therefore, it’s important to apologize only if the problem won’t lead to a legal problem. Otherwise, the response can be simple. It also helps to have a private conversation to further discuss what happened.
Again, the goal of responding to reviews isn’t only for the person who said something bad. It’s also for other potential clients reading the reviews. I need to know what happened. Showing that the business cares about the needs of its clients can lead to a positive impression.
Healthcare reputation management is necessary
Building a positive online reputation takes time. Even healthcare companies that already have a good name in the industry don’t have an assurance that things will stay the same. Therefore, it’s crucial to have a strategy with the help of a reputable healthcare reputation management agency. A good reputation is consequential and will help the medical company succeed. A negative reputation can turn away potential clients, and they will be afraid to come back.