Online Review Builder

Attracting New Patients With Online Review Builder

It’s easy if you follow these 3 steps:

1. Set Up a Collection Process
2. Track Your Success
3. Respond to Reviews

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Step 1. Set Up a Collection Process and Invite Your Patients to Leave a Review

Send an email invitation to every patient you see each day.

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• Sign in to Client tools on MedPB.com and click on Online Review Builder and sign in..
• Click the blue button in the top right-hand corner to upload an Excel/CSV spreadsheet.
• Or click the Add a Recipient button to add recipients one at a time.
• Download the sample spreadsheet and save it on your desktop.
• Take 5 minutes every day to add every patient who was seen to the spreadsheet.
• Enter their first name, last name and email address.
• Save the spreadsheet each time you update it.
• Upload the spreadsheet to the Online Review Builder.
• Check to make sure the fields are correct.
• Click Upload.
• Once uploaded, click on the blue button Activate All Pending Recipients.

Tell patients to expect the email, and thank them for doing a review.

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For example, as patients are leaving, say,

“Mr. Jones, you’ll get an email from us asking how your visit went today. We really like to get feedback from patients, and doing a review online is easy for you and for us. I just wanted to let you know, so you know it’s from us and it’s not spam. Thanks in advance for giving us a review, and have a great day!

Step 2. Track Your Success

• Attend a monthly call with your Practice Advisor for the best success.
• For every 10-15 patients you email to ask for a review, you should receive 1-2 reviews.
• Remember that the more patients you email, the more reviews you will receive!
• Decide how you will hold the staff member responsible for your reviews accountable. For example, you can:
  • Track how many reviews you have now on Google, Facebook, etc. and set a goal for them to achieve.
  • Have your staff report their success every week and every month.
• Set individual goals for each online review site.
• Encourage your team and keep improving!

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Step 3. Respond to Reviews

Why Respond to Reviews?

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Positive reviews make us feel great. After all, we work hard and go the extra mile for every patient. And potential patients like to see you thanking patients for those positive reviews.

Google also likes to see you responding to your patients. Google looks at the quality and quantity of your reviews and at the percentage of reviews that you respond to.

How to Respond to Positive Reviews

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Keep it simple.

Here are some examples of how you can say thanks for a positive review:

Thank you for your review. We love hearing things like this about our practice!

I/We appreciate your positive feedback. We take pride in what we do and always appreciate when people let us know how we did.

Thank you for giving us a perfect rating. I will/We’ll be sure to share it with the team.

Thank you for taking the time to review us. It’s always great to read this type of feedback on our practice.

Thank you for your positive comments. I am/We are so glad you had such a great experience. It’s what we strive for.

How to Respond to Negative Reviews

9 in 10 customers are more likely to overlook a negative review if the business responds adequately, Yelp says.

Never divulge any protected health information, ever! If you do, you’re in violation of HIPAA.

Respond privately. Instead of hitting the Reply button on Yelp or Google, call the patient directly, if possible. A negative online review is essentially a signal from the patient saying, “Call me.”

When you get the patient on the phone, ask a few empathetic questions and listen to understand. When you learn more about the patient’s goals and concerns, you’ll be in a position to resolve the situation to everyone’s satisfaction 95% of the time.

Don’t take complaints personally and keep your response simple. If replying to the review in public, give a short response that outlines your practice’s general protocol for similar situations or conditions. Avoid specifics at all costs.

If a mistake was made, acknowledge it, then focus on the solution. Everyone makes mistakes, whether they’re related to diagnoses or customer service at the front desk. If there’s evidence the patient’s complaint is valid, acknowledge the mistake without apology. Then focus on fixing it this time — and making the changes needed to avoid the same mistake in the future.

Don’t say you’re sorry or apologize. Whether the patient is claiming malpractice or has a minor complaint, avoid a blanket apology. You could be setting yourself up for a lawsuit.

Let other patients speak for you. Sometimes staying silent may be the best way to go, especially if the review sets up a “he said, she said” situation. Often, satisfied patients will speak up on a doctor’s or practices behalf to disagree with negative reviews. And their glowing reviews may be more powerful than any defense.