If 2020 taught us anything, it’s that the healthcare industry is vital to all facets of a community. Whether you’re a hospital, primary care practice, allergist, or serving in another subspecialty, patients need to trust you.
As we move towards a post-pandemic society in 2021, you need to build the best marketing strategy for your healthcare practice. The right marketing strategy will broadcast your message and purpose to the communities you serve, and it’s essential for them to trust your brand.
One excellent way to build trust is through regular patient reviews and improving your brand’s patient experience.
In this article, we’ll discuss:
- Why the Patient Experience Should be Your Top Priority
- How Reviews Strengthen Your Brand Reputation
- How to Garner More Patient Reviews
Why Your Patient Experience Should Remain the Top Priority
When you think of your patient experience, try and think outside of the physical office experience. Patient experience is more than just reducing wait times, hiring friendly staff, and keeping patients the priority in your office.
Every time a patient interacts with your brand, it contributes to a positive or negative impression of your healthcare company. Whether they interact with your brand in the office, on the phone, on social media, or on your website, all of these interactions contribute to the patient experience.
And, as we’ll discuss in a moment, an excellent experience compels satisfied patients to leave a wonderful review.
Start improving your patients’ experience by implementing these value adds:
Six Simple Ways to Improve Your Patient Experience
- Think about everything from a patient’s perspective.
- Times aren’t normal. Take the extra step to explain new processes.
- Make it easy to find information.
- Post regular updates on your website and social media
- Personalize patient communication.
- Keep your digital listings updated.
How Reviews Strengthen Your Brand Reputation
Online reviews of your healthcare organization can make or break your reputation. When potential patients are searching for a healthcare provider, they will likely consider online reviews. According to recent research published in JMIR Publications:
We found that the number of reviews was more effective in influencing patient decisions compared with the overall review rating. An improvement in reviews leads to a relative increase in physician outpatient visits on that website.
In other words, it’s not just about having a 5-star average rating. Patients want to see several recent reviews from actual patients.
With a high quantity (and quality) of reviews, your healthcare organization can enjoy:
- Stronger brand
- Improved reputation
- Increased credibility
- Better patient relationships
It’s also essential to remember that many new patients choose a healthcare practice because of a person-to-person referral. Make continual effort to impress your existing patients, and they’ll be more inclined to refer your practice to family and friends.
How to Garner More Patient Reviews
The best way to garner more patient reviews is simple: ask! As a patient is leaving an appointment at your practice, kindly ask them to rate their experience or leave feedback. This can help your healthcare practice improve as well as gain higher quality reviews to showcase online.
You can request patient feedback by:
- Asking in-person
- Directing patients to a review kiosk
- Email follow-up surveys
- Text survey links or reminders
- Social media posts
Tips for Creating Patient Review Surveys
- Be concise
- Ask questions that invite detailed answers
- Offer incentives to complete the survey
- Be consistent with rating scales (5 stars vs. 1-10)
- Make surveys easy to access
Remember that requesting reviews from your patients is only half the process. You’ll need to actively monitor your online presence for new reviews, including:
- Industry websites
- Social media
When you see a new review from a patient, respond and let them know you hear them! This will go a long way for potential new patients because they know that you listen to feedback, care about your office experience, and are constantly looking for ways to improve.
How M&R Marketing Can Help
Our team of brand management experts can help your healthcare organization thrive throughout 2021. When you partner with M&R Marketing, we will help you evaluate all aspects of your healthcare practice so you can strengthen your brand reputation and attract new patients.
Let’s get started! Send us an email at firstname.lastname@example.org for a free consultation.