Now I'm not a big fan of healthcare review sites. However, recent updates from Google have meant they are here to stay and we need to take them more seriously.
Of course, feedback, both negative and positive, can be extremely useful for effective practice management and early awareness of negative feedback can assist in addressing any issues before they become a major problem. It's now important that each practice has a AHPRA compliant Reputation Management process in place, to ensure that they can both deal with any negative reviews and also encourage positive reviews and feedback from patients.
The majority of practices have a very high satisfaction rate amongst patients; however most will also have a few that have a predisposition to seek out the negative things in life and focus on those. These days, those people are likely to find their way to websites and review directories leaving negative feedback there.
This negative feedback can have a serious effect on he practice from a business point of view and also the professional standing of the practitioners. With recent changes to Google, negative feedback will also affect how your found (or if your found) on search engines.
To see this simply Google: your practice type and suburb eg Dentist Nerang. This will show you how people are seeing your practice.
As an example here is the search result for; Dentist Nerang
As you can see in the natural searches, having a review rating draws the eye to Amazing Smiles. People searching for a dentist in this area are now likely to click on that listing and read the reviews. However Riverside Dental has only two reviews and no rating while Gold Coast Dental Studio none.
From a potential patients point of view amazing smiles is the natural choice and should receive a greater percentage of the new patients in the area.
On the negative side if you do not manage reviews and have an effective reputation management system you could be subject to that small minority of negative patients doing significant damage to the practice.
As an example this Dental Surgeon has two negative reviews and no way of addressing the issue - this can be extremely costly to the practice both in reputation and income
An effective Reputation Management plan will help provide a way for these people to vent and keep the negative review in house, while encouraging positive reviews and ratings.
For a no obligation discussion on how we can assist your practice please contact Craig on 0418 280 064 or at the office on 1300 453 375
In part 2 we will look at what your Reputation Management plan should contain and introduce the software we use to automate the process.