In today’s healthcare landscape, patients have more power and choice than ever before. They approach healthcare with a consumer mindset, carefully researching and evaluating their options based on personal preferences and available information. With 90% of patients reading online reviews to assess providers, the way you manage patient feedback can significantly impact your practice’s reputation.
In this article, we will explore the importance of responding to all reviews – positive or negative – and how actively engaging with patient feedback can strengthen your online presence and build patient trust.
Responding to patient reviews can boost revenue by 35%
Understanding the financial impact of patient feedback is crucial. Studies show that practices replying to more than 25% of their reviews see, on average, a 35% increase in revenue. When selecting a healthcare provider, patients not only seek recent reviews but also look for signs of proactive engagement with feedback. Responding to every review sends a powerful message: you are genuinely committed to patient care and transparency. Ignoring or selectively responding to reviews is a missed opportunity that could impact your practice’s reputation and growth.
41% more likely to choose a provider that responds to all reviews
Responding to all reviews shows you value patient feedback and are committed to addressing their concerns. BrightLocal reports that 88% of people are likely to choose a provider who responds to reviews, compared to just 47% who would consider a provider that doesn’t respond at all. This highlights the importance of engaging with both positive and negative reviews, as patients value providers who actively listen to their feedback.
Thoughtful responses demonstrate attentiveness and a commitment to improving care based on patient input. A simple “thank you” for positive reviews strengthens relationships, fosters loyalty, and shows appreciation for their feedback.
Not responding to your negative reviews? You could be losing potential patients
Collecting patient feedback is just the beginning. Addressing that feedback takes your reputation management to the next level. According to Moz, a single unanswered negative review could potentially cost your practice up to 22% of prospective patients, a risk that drops significantly when you respond.
💡Did you know? 20% of reviewers expect a reply within one day, while 39% are willing to wait up to three days. Sporadic responses may harm your reputation, making quick and consistent engagement essential.
Addressing negative feedback boosts patient advocacy by 16%
Responding to patient complaints builds trust and loyalty, reassuring patients that their voices matter. According to Smart Insights, those who address complaints on review sites experience a 16% boost in customer advocacy, while those that ignore feedback face a 37% decline. By consistently responding to all types of feedback, you build stronger relationships with existing patients and attract new ones who value a responsive and patient-centred approach.
Engaging with reviews fosters a positive perception of your practice, increasing retention and encouraging referrals. This, in turn, boosts your online reputation and strengthens your standing in the healthcare community.
💡Did you know? Providers who engage with all reviews see a 5% increase in review volume, offering a more comprehensive view of their practice.
56% of people change their opinion of a business based on its review responses
An effective feedback strategy also involves recognising how your ratings are perceived by potential patients. It’s natural for healthcare providers to fear negative reviews and strive for that perfect 5-star rating. But a flawless score can raise eyebrows. In reality, 68% of potential patients don’t fully trust a 5-star rating unless it’s backed by a substantial number of reviews. This means that a few negative reviews can actually lend credibility to your overall rating, as they indicate a more authentic range of patient experiences.
Instead of fearing negative feedback, view it as an opportunity to improve and engage with your patients. Podium reveals that 56% of people have changed their perspective on a business based on its response to reviews. Survey respondents noted that a review response from a healthcare provider offers “insight into their responsiveness, responsibility, and level of care.” By promptly acknowledging and addressing negative feedback, you show your commitment to patient satisfaction and build stronger relationships.
Learn more about how constructive patient feedback can benefit your practice and enhance healthcare here.
Take control of your online reputation
To effectively manage and leverage patient feedback, using tools like Doctify can help streamline the process and enhance your reputation. Doctify simplifies this by collecting reviews exclusively from your actual patients, ensuring feedback is genuine. Our platform makes it easy to respond to both positive and negative feedback, allowing you to address concerns professionally and promptly.
With Doctify, you control your practice’s narrative. Thanking patients for positive reviews strengthens relationships, while addressing negative feedback with empathy shows your commitment to improvement. Proactively managing your online presence with Doctify enhances your reputation, attracts new patients, and helps retain existing ones.
Ready to take control of your online presence and make the most of patient feedback?
