Managing Online Reviews for Your Local Telehealth Service

Summary:

Prospective patients often crowdsource current patient reviews when looking for a local provider. Here’s how to use this to your benefit.

In today’s post-pandemic environment convenience and credibility reign supreme. Patients are looking for medical providers that they can both trust and rely on. The best way to increase your telehealth brand’s reputation is with online reviews and patient testimonials. 

When it comes to choosing local telehealth services, 89% of consumers will not make a purchase of any kind until they read online reviews. The power behind reviews is that they need to be recent, to truly influence a patient’s decision. Outdated reviews can sometimes work against your telehealth brand in the same way that negative reviews do.

Here are the top three ways to increase the number of reviews you get online.

Ask for them

All too often telehealth and medical providers simply don’t ask patients to leave a review. By asking them whether at the end of their appointment or in a follow-up email, the important thing is to ASK! You may choose to incentivize those who submit reviews with a discount off their next appointment or with some type of branded “swag” (i.e. coffee mug, water bottle, etc.)

Set a review goal

Whether you want to get 10 new reviews or 100, by setting a goal, you can hone your focus on making it happen. It can be helpful to add text at the bottom of emails encouraging patients to leave a review or send text/SMS notifications thanking patients for using your services and providing the link for them to submit a review. Generally, on average, you should be able to get a 10% review response rate per month (assuming you are actively asking patients to review your telehealth practice).

Engage with patients online

Part of getting more reviews is rooted in how you engage with reviews submitted online. It is best practice to respond to reviews (both positive and negative) within 24 hours. Negative reviews are not detrimental to your brand, but how you respond that is ultimately judged by prospective patients. By responding to negative reviews this shows that you take your online presence seriously and you value your patients’ feedback. Surprisingly, negative reviews (when responded to promptly) can actually increase conversion rates by 85% because it often spurs consumers to spend more time researching your service(s).

Here is an example of how to professionally and politely handle a negative review.

Are all online review platforms made equal?

Not always. But, you’ll want to make sure you have an online review presence on the Big Four: Google, Yelp, Facebook, and Trip Advisor. These are the most searched review platforms by telehealth patients and will help to position your company as the best medical provider for online appointments. The goal is to keep a steady flow of online reviews each month, so prospective patients see that you are active and that you are providing superior care.

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