5 Ways to Get 5-Star Reviews and Attract New Patients

SAN DIEGO—When making a purchasing decision or choosing a health care provider, do you look up online reviews about prospective providers? If so, you are in good company. According to a 2015 Bright Local survey, almost 92 percent of online consumers, including potential patients, read online reviews.¹

In addition , 88 percent of consumers trust online reviews as much as they trust personal recommendations (i.e., a referral from a family member, friend or co-worker).² These statistics alone illustrate how crucial it is for your practice to have a positive online reputation in order to attract new patients.

How can you make sure you are getting five-star reviews that help turn online users who are searching for eyecare providers into new patients? Follow these five tips:

Make It Simple. On your website, include links to your social media pages, including your G+, Facebook and Yelp business pages. This makes it easy for satisfied patients to write reviews about your practice, with just one click.

Simply Ask. Some practice owners forget about this easy way to amass more five-star reviews, perhaps assuming that patients do not want to take the time to leave a review. Nonetheless, simply asking your happy patients to write a review will go a long way in helping you build a positive reputation online. You might be pleasantly surprised by how willing patients are to spread the word about the outstanding patient care they have received. Just remember to say thank you to your patient for writing a positive review, with a card, note or phone call.

Respond to Good Reviews. If you get a positive online review, what else needs to be done? Well, again, it is important to show appreciation for the time it took your patient to write a review. Respond to the review directly on the review or social media site, thanking your patient in the comment section. Your patient will be happy that you recognized their kind words, and prospective patients reading your reviews will notice that you are professional, polite and value your patients’ opinions.

Respond to Bad Reviews. It can be hard to accept negative feedback. However, 86 percent of online consumers would like or love to hear from a company regarding a complaint or negative review.³ For this reason, it is important to address negative reviews head on. Take a deep breath before responding to a bad review, so your response is brief and does not come across in an aggressive manner. Taking the time to respond objectively yet thoughtfully illustrates your problem-solving skills and shows that you care about all your patients. If you or your team did something wrong, apologize publicly and directly, recognizing what you could improve upon. Invite the reviewer to contact you or your staff directly to further address the matter. Often, simply knowing that their opinion matters is enough to placate someone who is upset.

Remember: Reviews Offer Insight. If your practice receives several bad reviews about the same problem, it is likely that the reviews are right. Nonetheless, you can use this feedback to your advantage. Make note of the areas that could use improvement and execute a plan of action to rectify the situation. Online reviews provide a wealth of information that you and your team can use to improve your patient-satisfaction rate.

Star rating is the No. 1 factor used by consumers to judge a business or practice.⁴Even if a patient of yours recommends your eyecare services to a friend, it is likely the friend will look up your online reviews before deciding to book an appointment with you—so don’t overlook the impact that your online reputation has on your practice’s overall success.

iMatrix is a leader in websites and web marketing solutions designed specifically for eyecare professionals. iMatrix has recently added a new service to their suite of web marketing solutions, Reputation Builder. It notifies users any time someone writes a review of their business or service on the most popular third-party review sites, allowing the user or practice manager to respond in real time. More information about Reputation Building is available at iMatrix by calling (855) 976-3005.

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