While positive comments make new patients prefer you, negative comments may cause your potential patients not to prefer you, so we have compiled 4 situations below that will harm your clinic’s online reputation;
Potential patients will first search your name on the Internet to learn more about you who has learned your name in some way. There are more than 30 possible websites where your clinic can appear, so you should prioritize and optimize healthcare review sites like Google My Business, Yelp, Realself and keep them updated.
Faced with situations such as the following on the internet may prevent your patient from choosing you;
- Your website is missing or outdated
- Patients can not see your name on various review platforms
- Clinical address, opening hours, phone number or website missing
- Receiving feedback from patients allows you to observe situations that harm patients’ satisfaction in the long term and to improve patient satisfaction.
- Writing reviews about you allows you to take your real-life reputation online in a cumulative and permanent way, which allows you to gain a lot of patients for your clinic and for you in the future.
To request feedback from patients, ask them to leave comments about you as soon as you feel the satisfaction of the patient after the end of treatment or after treatment.
Patients who leave online reviews for you leave comments on their own time – without personal gain. Responding to positive comments shows that you improve your relationship with your current patient and that you are a doctor who gives importance to doctor-patient relationship in general.
While responding to positive comments, even a short comment like Thank you, [Patient name] will be sufficient.
When answering the comment, be sure not to share any private health information of the patient.
When you see a negative review, be sure to answer it. According to Software Advice, 65% of patients think that it is very important for doctors to respond to negative comments.
Responding to negative reviews is a situation that requires more attention than answering positive reviews. To avoid damage to your reputation, pay attention to the situations we mentioned below;
- Respond as quickly as possible, preferably within 24 hours. If your patients are not satisfied, make sure that their complaint is taken into consideration (It shows that you are sensitive to your current and potential patients)
- Do not write anything about the patient’s health information. (Do not go beyond regulation standards even if the patient talks about his/her own health.)
- Sorry if appropriate, but never accept your mistake (Accepting your mistake will seriously damage your trust.)
- Encourage the patient to contact you over the phone or by e-mail, and do not continue with the comment. (Even if you cannot contact with your patient, your potential patients will see that you offer a solution.)
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