Google Ratings for Hospital Online Reputation Management: The What, Why and How
According to a 2020 survey report, 71% of patients check online reviews before deciding on a healthcare provider.
In today’s digital age, it is easy for people to access information online and make decisions. Online ratings have a strong influence on hospital online reputation management. People trust online reviews as much as personal recommendations because online ratings are a direct reflection of patient satisfaction level.
In this article, we will discuss why online ratings, and specifically Google ratings, are so important for hospital online reputation management.
- Online ratings have a strong influence on hospital online reputation management
- Positive google ratings help new patients form a favorable view of your healthcare facility
- It is important to address negative reviews on time and sincerely to create a good impression of your healthcare brand
- A digital patient feedback system can help address patients complaints faster reducing the probability of them leaving negative online reviews
- A patient feedback solution with online reputation management features can make it easier for satisfied patients to leave online reviews
What Difference Do Google’s Online Reviews Make?
As we know, patient’s online reviews are a great source to drive patient acquisition and build patient loyalty. Not surprisingly, many C-suite executives aim to provide a superlative patient experience service to their customers. Today, patients prefer using digital resources (eg. search engine, online reviews) twice more than traditional referrals to find an exceptional care provider.
Now you must be wondering, what is the role of Google here? Google is the most visited site for reviews with 76% of patients checking Google reviews before choosing healthcare providers.
Positive google ratings help new patients form a favorable view of your healthcare facility. Additionally, they can also boost your search engine rankings. If your website has more online reviews, the more important Google considers your business to be. This indeed gives your hospital higher exposure and gives a big boost to its online reputation management.
The Value of Positive & Constructive Google Reviews for Hospital Online Reputation Management
Positive patient experience helps your healthcare business stand out from the competition. Moreover, positive online reviews support building a strong patient base around your brand.
With constructive patient reviews, hospitals can take appropriate steps to improve patient satisfaction. Above all, beyond the Google ratings, online reviews help build trust and a long-term relationship with your patients.
However, it is also true that happy patients may not always leave a review. To deal with this, it is always better to consistently ask patients to leave a review. Also, ensure to follow up with an email or SMS to increase your feedback response rates.
The Impact of Negative Online Reviews
Research shows, 30% of patients do not visit the hospital with poor online reviews.
This means frustrated patients have the capacity to drag down your hospital’s overall online reputation. And, if these negative reviews are ignored, you would miss opportunities to attract new patients and retain the existing ones.
It is natural that patients leave a review for a reason. Understanding the motive behind the review is key. However, a lot of healthcare providers still struggle to deal with negative reviews. So, it is important to prioritise the negative reviews and turn those into positive ones. This way, care providers can boost patient satisfaction and improve patient acquisition.
Above all, most patients ignore the negative reviews if care providers thoughtfully respond to them. And, fewer negative reviews or 1 or 2-star ratings, among several positive online reviews, make your online presence look genuine. It shows that you haven’t manipulated the reviews to maintain a strong online reputation.
Key Findings: 95% of consumers don’t trust businesses that have 100% 5 star online ratings. They assume the reviews have been faked to appear trustworthy.
How to Get Great Online Reviews For Your Healthcare Facility?
It might look a little daunting initially, but gathering more reviews from your patients is not as hard as you might think. Below are the 3 simple techniques to maximize your Google reviews:
Asking Patients for Reviews
According to a 2020 survey, 7 out of 10 people will give an online review if they are asked.
Asking patients for reviews is an effective way to increase your feedback response rate. Let your patients know it’s easy to leave an online review through digital channels. You can also create and share a link that patients can access to leave a review. This way, patients would spend less time looking for the right platform to provide their feedback.
Promptly Respond to Reviews
According to a report by Software Advice, 67% of patients feel it’s important for care providers to respond to online reviews.
Replying to the patient reviews shows that you value their input. So, it is essential to address and act on the feedback promptly to mitigate the risk of further damage. Plus, if you respond to reviews, patients are more likely to leave their feedback in the future.
Leverage Technology to Manage Online Reviews
Having a positive brand presence in the social media world is the key to online reputation success. A patient feedback system can help address patients complaints faster reducing the probability of them leaving negative online reviews. It can also help identify patterns in negative feedback, and guide in taking systemic, corrective action.
A patient feedback solution with online reputation management features can make it easier for satisfied patients to leave online reviews.
Patient reviews serve as the social proof for your healthcare business. Your Google online ratings can play a big role in driving new patients. As mentioned above, they also carry a lot of value in terms of achieving better Google rankings.
BestDoc Surveys is an apt omnichannel patient feedback collection tool for measuring patient satisfaction. The system helps you to capture more feedback and support in your hospital’s online reputation management Google.
Author | Gayatri Vernekar