Patients are looking for chiropractors online to make the best decisions for their health. According to a recent survey, 74.6 percent of consumers leveraged digital platforms to find out more about doctors of chiropractic.
Several factors, such as review platform, number of reviews, age and relevance of online reviews, etc., play a crucial role in determining the overall credibility of the online reviews and how patients use online reviews to select a provider.
2. About two-thirds of consumers will wait longer for an appointment with a doctor with better online reviews. And, Millennials will pay more for a provider with better online reviews.
3. 80 percent of patients expect five or more reviews before they deem a provider to be trustworthy. And, 72 percent will only choose a provider if they have 4-star reviews or higher.
4. Younger patients are generally more likely to use online reviews than older patients, although a weighty 27 percent of the 65+ age group uses online reviews.
5. Most patients are interested in reading about other patients’ experiences and ratings as well as the quality of care provided.
How to get more reviews
The top review sites that patients use before booking an appointment are:
Google My Business
You may come across a pre-made profile on any of these review platforms cited above. This is generated based on your publicly available information, but you can claim your listing and start optimizing its content.
Ensure your practice name, address, phone number, and business hours are correct in all listings (Google, Facebook, and Yelp), write a complete business description, and apply the proper categories.
Add photos of your clinic to your Google, Yelp, and Facebook profiles.
Min Visit Count - Minimum # of visits before a review text is sent. We default this to 2.
Marketing Phone Number that you'd like text responses to go to (this is hidden from the patients, but allows texts to forward to this number).
Reminder SMS Visit Count - This is how many visits after the initial review before we send the review text again. We recommend 5.
Min Rating (Between 1 and 5) - We default this to 4 so that 4 and 5s are automatically responded with the review link and 1-3 are sent to the above text number so you can see that feedback and address as you wish.
Max. Reminder SMS - This is the number of times we'll send a review without a response. We recommend 2.
Review URL - This is the review URL that the clinic would like to promote. Currently, we support Google and Yelp. Each one has a specific link to use. We allow one URL at a time, but clinics can change the URL at any time to promote different sites.
3. Update Patients’ Contact Details
Make sure you have entered the correct home/work phone number in the Patient’s Chart. Review Plus will use the phone number entered in the patient’s chart to send a text message for reviews. Please note that patients need to opt for text and email communication during the intake paperwork in order to receive text and email communications.
Review Plus automatically sends review requests to your patients’ phone numbers, who came to your clinic and have been marked checked-out.
Patients receive the following text message:
When a patient responds with a four on a five indicating they were happy with their visit and the service they received, they are automatically sent a text message requesting them to post an online review and a link to your Yelp or Google review page as shown below.
The beauty of Review Plus is that it not only facilitates patient reviews to build your online presence, but it also helps you identify when the patient thought service was lacking and provides you the opportunity to correct them.
For example, if the patient wasn’t satisfied and rated their visit as a two or three, a message is forwarded to any cell number that you would like and you can respond via zHealth’s two-way text messaging solution with the patient to address their issues.
5. Reminding patients about review posting can help
It is important to ask for a review at the right time. You do not want to just randomly ask for a review in the middle of the treatment. Instead, remind the patient right after you have finished. If you catch your patient in a happy and satisfied mood, he or she will be more likely to leave you a favorable review.
6. Respond to positive reviews and other feedback
Responding to reviews on Google, Yelp, and Facebook can help strengthen your online reputation and reengage both existing and potential patients. Research shows that when a provider responds to feedback, the rate of satisfied patients almost doubles, increasing to 99 percent.
Respond quickly. Preferably, you should reply within 24 hours. Patients generally expect to receive an acknowledgment and the longer you wait, the more it may appear you do not care.
Here’s an example of a positive comment:
“I love this doctor! She and her team work to make sure you have an amazing experience!”
Example response: “Thank you for this feedback. Our practice has an amazing group of providers and staff, and we all take great pride in our work.”
In case someone posted a negative comment before you even sent them a review request through Review Plus, here is how you can respond to them:
Example response: “Thank you for your comment. The patient experience is important to us, which is why we aim to provide quality care, services, and time to all our patients. Please give us a call at (800) 000-0000 so we can better assist you.”
7. Show Off Good Online Reviews
If you want to get more reviews on Google or Yelp, show off the ones you have. If you get an excellent review from a patient, go ahead and add it to your business website and social media sites. You will be encouraging other people to write great reviews so they can get the recognition they deserve.
8. Monitor your reviews and ratings using the Review Plus Dashboard
Go to Review Plus Dashboard and check your average rating and number of reviews across Google and Yelp. Name of patients who posted reviews. Name of providers who received the most reviews. Which review platform do you need to focus on improving your online reputation score.
Review Plus Dashboard helps you understand your strengths and weaknesses in a snapshot.