The Patient Experience Starts Before They Ever Get to Your Practice
Did you know that seven out of 10 patients use online reviews as the first step in selecting a doctor? Additional research shows if a business has a 1 or 2 star rating, only 14% of people would consider using that business. At 3 stars, that number jumps to 57%. If you could achieve 4 stars then the number leaps to 94%. Your star rating on review websites like Yelp, Facebook, and Google are becoming the single indicator on whether or not you get new patients.
A recent study concluded that “providers underestimate the degree to which the patient experience fails to meet consumer expectations.” This disconnect between provider and patient creates a lack of urgency on the providers part to fix any problems that may exist. Managing your reputation is more than providing great service to your patients. It is often that a patient’s unsatisfactory experience is out of your hands. From the time they begin their search for a provider (your practice reviews) to booking an appointment (your website) to checking-in and out of the practice, there are many touchpoints you need to focus on to maintain the integrity of your reputation and the growth of your practice.