Ultimate Guide to Getting More Patient Reviews and Boosting Your Online Reputation
Plastic surgeons and their teams are facing new challenges in attracting and retaining patients. The importance of online reviews cannot be overstated. Online Reviews have been proven to influence prospective patients and also affect your clinic’s search engine rankings and conversion rates. Most patients want to read reviews and see before and after photos before selecting their plastic surgeon.
Often, we ask patients for an online review and they are enthusiastic about giving us one ewhile they are in clinic. But time goes by and other pressing things come up and they forget. Soon we wonder how many times we should remind them before we become annoying.
We know that someone else’s words can carry more a lot more weight than our own and that patient testimonials and reviews are vital. Economic times are tough, and with these techniques, you can make things easier for your practice.
Here are some effective strategies to help you collect more patient reviews and establish a five-star online reputation.
1. Focus on Delivering a 5-Star Patient Experience:
Before asking patients for online reviews, it’s crucial to ensure that your patients have an exceptional experience from the moment they step into your clinic. Consider conducting a “FLOW analysis” with your team to brainstorm and identify any bottlenecks or areas for improvement in the patient journey. Map all your patient Touchpoints and analyse your First Impressions, Lasting impressions, Ouch! (pain points) and any Wow factors that will leave a lasting impression. Once you have done this, you will feel more confident in asking for the review.
2. Know Why You Need More Patient Reviews
Patient reviews are not just testimonials; they’re a powerful tool to boost your online presence. Google’s search algorithms favour businesses with more reviews, and positive reviews can significantly impact your enquiries and patient conversion rates.
3. Asking for Reviews – Be Consistent:
Make the process of asking for reviews systematic. The surgeon, as well as the team and patient coordinators, should all be equipped with a set of instructions for creating a review on different review sites. Develop talk tracks (phrases to use) and actually practice asking each other for reviews, so that it comes more naturally when you are with a patient.
Consider offering an incentive to staff for every review obtained. You can also send out SMS surveys with review requests or set up an iPad in the foyer for patients to leave reviews conveniently.
4. Focus on getting more Reviews by Starting an Online Review Challenge:
To kickstart your review strategy, make reviews a visible part of your clinic culture. Display your reviews on the staffroom wall and number of reviews, showcasing feedback from platforms like Google, RealSelf, RateMDs, TrueLocal, Doctify and other review sites. Keep an eye on your competitors’ review counts to stay competitive and motivate your team. You can incentivise the team with a monthly bonus based on how many patient 5 star reviews we get – or who is staff member named in the review.
5. Finding the Patients Who Love You:
Identifying patients who genuinely appreciate your practice and love their results is key. “Plant the seed” by making patients aware of the vital importance of online reviews, and then, when the time is right, ask them for a favour. Practice asking for reviews until your team is comfortable with the process and prepared to be “rejection-proof.”
Find the ideal words that suit you to practice and master a “phrase the pays” – See the sheet of many ways to ask for a review.
6. Turning One Review into Many:
Don’t just stop at one review site. Patients may not realise that they can leave more than one review. Encourage patients who have already done you the service of leaving one review, to leave more reviews on multiple platforms, and express your gratitude with a call, a card in the mail or a small gift.
Ask satisfied patients to recommend your clinic to friends and family.
7. Crafting the Best Online Reviews:
Quality trumps quantity when it comes to reviews. The best reviews are detailed and informative. Encourage patients to include information about the procedure name, location or city., and the difference your surgeon/clinic made in their lives.
Ask them why they chose your clinic and to name and describe their surgeon. Remember, reviews should focus on the service experience, not just the results. Any search keywords used in the review help get found in Google e.g. Best Surgeon in (location) or Breast Reduction (location).
Many patients want to do a review but don’t know what to write – help them by asking questions.
8. Best Times to Ask for a Review:
Timing is crucial when asking for reviews. The best times to request reviews include post-consultation, post-surgery, at post-op appointments, during 8-week and 12-month reviews. Just look for the moment of peak satisfaction when they are praising you or the clinic.
9. Effective Phrases for Asking for Reviews:
When asking for reviews, use polite and persuasive language. Phrases like
- “We really value your feedback,”
- “Most patients look at our online review to decide their surgeon”
- “Could I ask for a favour – If you would please share your experience online with other potential patients by writing some reviews -that would really help our practice”
- “The best gift you can give any surgeon is an online review”
can be effective in encouraging patients to leave reviews.
10. Monitor and Track Your Reviews:
Stay vigilant in monitoring your online presence. Set up alerts to notify you of new reviews, whether positive or negative, so you can respond promptly (if allowed). Track the feedback in your reviews to identify areas of improvement within your clinic.
11. Managing Negative Reviews:
Not all reviews will be glowing endorsements, and that’s okay. It’s essential to handle negative reviews with professionalism and empathy. Respond promptly and courteously to address any concerns or issues raised by the patient. Demonstrating a commitment to resolving problems can turn a negative experience into a positive one, both for the reviewer and potential patients reading the exchange.
If you get a negative review – reach out and contact the patient immediately. A bad review might be in breach of Google Reviews policy and may be able to be removed. Take action and do almost anything to resolve the unhappy patient.
12. Leverage Social Media and your Practice Website (if allowed outside of Australia)
Your clinic’s social media platforms and websites are powerful tools for engaging with your audience and encouraging reviews. Share patient success stories and highlight positive reviews to showcase your commitment to excellence. Include clear calls to action encouraging followers to leave their feedback.
13. SMS or Email your Online Review Instructions:
Consider implementing an SMS or email feedback and review request system. Send personalized texts or emails to patients after their appointments or procedures, thanking them for choosing your clinic and inviting them to share their experiences on review sites.
Make the process as straightforward as possible by providing direct links or QR codes to access the right practice on the review platforms.
Asking in person works best (rather than by SMS or Email), and the surgeon doing the asking is the most powerful.
14. Use QR Codes that link to sites that host your reviews:
Incorporate QR codes on your marketing materials, such as postcards, brochures or business cards. These codes can link directly to your chosen review sites, making it easy for patients to leave feedback with a simple scan.
15. Educate your Practice Team:
Ensure that your entire clinic staff is well-versed in the importance of reviews and the process of requesting them. Provide ongoing training and updates on the latest review strategies, so everyone is aligned in their efforts to boost your online presence.
16. Celebrate Review Milestones:
As your clinic accumulates more and more positive reviews, celebrate milestones with your team. Acknowledge their efforts in helping to grow your online reputation. Recognition can motivate continued engagement in the review process. E.g. Celebrate at 20 reviews, 50 reviews, 100 reviews etc.
17. Maintain Consistency:
Consistency is key to a successful review strategy. Make requesting online reviews a routine part of your patient interaction process. Whether it’s the surgeon, patient coordinator, or front desk staff, ensure that everyone contributes and follows the established protocol consistently.
18. Legal and Ethical Considerations:
When requesting reviews, be mindful of legal and ethical guidelines. Avoid incentivising reviewers with monetary rewards or excessive gifts, as this can violate regulations and damage your reputation. Focus on providing excellent service and encouraging honest, voluntary feedback via multiple channels.
A THREE-STEP ONLINE REVIEW PROCESS
STEP 1 – Ask them if they are agreeable to giving you an online review.
- “I was wondering if I could ask for your help?” It has been a pleasure having you as a patient and I would love some more patients just like you.
- “I was wondering if I could ask a favour – would you help me out by providing an online review?”
STEP 2 – Suggest to them that, as they are so busy, would it be OK to ask them a few quick questions, write down the answers and put them in a note/email and send it to them. That way they can simply change a few words and put it online.
STEP 3 – We ASK the questions. You should ask a few questions to go a bit deeper to create a fuller testimonial
Q1 The first question sets the scene and highlights the problem:
- “What was happening that you decided to choose us? What challenges were you facing?” (Probe)
Q2 – The second question highlights how well you did with your service:
- “What did we do to assist? What results did you see?” (probe)
Q3 – The third question brings out their feeling about what you did. Remember feelings sell!
- “How do you personally FEEL about what we achieved?” (probe their emotions)
Q4 – The final question makes the review applicable to others.
- “What other friends, family or colleagues can you think of that could benefit from our services?” (Probe).
- “Who else do you know that could benefit from our services?”
Arrange with the patient that it will be OK to follow up with them as you know how busy they get.
6 SIMPLE WAYS to get more Online Patient Reviews and Recommendations
- Get in the HABIT of asking – Ask Patients regularly for 12 weeks
- Get comfortable ASKING for reviews – PRACTICE your exact lines in front of a mirror or with a colleague.
- Offer to write a REVIEW for them – on their Linked In Profile, Facebook or their business Google listing.
- ACKNOWLEDGE your reviewers and referrers in some way – a phone call or send a thank you card
- Hand out REVIEW INSTRUCTION CARDS on “How to write an online review” Cards with QR code link to review sites
- AUTOMATE IT – Use an online chatbot – which requests reviews from customers after the enquiry or service
A CLEVER WAY to collect Patient Reviews and Testimonials
- “A request with a reason gets a better Result” – so give them a reason – PREPARE TO APPLY for a local Award or Accreditation
- Tell your patient you are applying for accreditation or an award and need a review/testimonial from them. Would they be willing to help you out?
HOW TO ASK A PATIENT FOR AN ONLINE REVIEW
It’s essential to encourage patients to leave online reviews. Positive reviews not only build credibility but also help in attracting new patients. Here are some phrases that surgeons and practice staff can use to ask for online patient reviews:
1: Post-Procedure Satisfaction Check
– “We hope you’re delighted with your results. Your feedback is incredibly important to us and to those considering similar procedures. You may have even used online reviews when choosing us. Would you mind sharing your experience on [Review Platform]?”
– “We’re thrilled to have been a part of your surgical journey. If you’re happy with the outcome, we’d appreciate it if you could share your thoughts on [Review Platform]. Your honest truthful review could help others make informed decisions.”
2: Emphasizing the Value of Patient Feedback
– “Your insights are valuable to us and to potential patients. Could you take a moment to leave a review on [Review Platform]? Your experience could be immensely helpful to others considering plastic surgery.”
– “As someone who’s recently experienced our services, your opinion is incredibly important. Sharing your thoughts on [Review Platform] would mean a lot to us, and be very helpful to those contemplating similar procedures.”
3: Personalized Follow-up
– “It was a pleasure to assist you in achieving your aesthetic goals. We’d be grateful if you could share your experience by leaving a review on [Review Platform]. Your feedback helps us continuously improve.”
– “Now that you’ve had some time to enjoy your results, we’d love to hear about your experience. A review on [Review Platform] would be greatly appreciated and beneficial to others in their decision-making process.”
4: Encouraging Detailed Reviews
– “If you’re satisfied with the care you received, please consider leaving a detailed review on [Review Platform]. Your insights on the procedure, recovery, and results can be incredibly helpful to others.”
– “We value detailed feedback. If you’re comfortable, sharing specific aspects of your experience on [Review Platform], like the consultation process, procedure, and follow-up care, would be extremely helpful.”
5: Gratitude and Support
– “Thank you for choosing us for your surgery. We’d be honoured if you shared your experience on [Review Platform]. Your review not only supports us but also helps others in their journey.”
– “We’re grateful to have been a part of your transformation. If you could take a moment to leave a review on [Review Platform], it would help us immensely in supporting others looking for similar treatments.”
6: Shorter Phrases
– “I’m grateful for the opportunity to have worked with you. If you’re happy with the results, I’d appreciate your sharing your experience on [Review Platform].”
– “I value your feedback immensely. Could you spare a moment to leave a review on [Review Platform]? It helps me and others greatly.”
– “Your experience is important to me. If you could share it on [Review Platform], it would be beneficial for others considering similar procedures.”
– “I rely on honest feedback to improve. If you have a moment, please share your thoughts on [Review Platform].”
– “I’m thrilled to see your positive results. It would mean a lot to me if you could post a review on [Review Platform].”
7: Friendly Tone and Including Asking for a Favour
– “Hey, I was wondering if you could do me a small favour? If you’re happy with your results, it would be amazing if you could share your experience on [Review Platform]. It really helps out!”
– “Could I ask for a quick favour? If you’ve had a positive experience, I’d be so grateful if you could jot down a few words on [Review Platform]. It means a lot to me and helps others too!”
– “I hope you’re loving the new you! If you have a moment, would you mind dropping a quick review on [Review Platform]? It’s a huge help and I’d really appreciate it!”
– “If you’re as thrilled with the results as I am, I’d be super thankful if you could share that on [Review Platform]. Just a few words can make a big difference!”
– “I’d owe you one if you could take a minute to leave a review on [Review Platform]. Your feedback is invaluable, and it helps us a lot!”
8: Short and Polite, Highlighting Giving Help to Others
– “Could I ask for a quick favor? Your review on [Review Platform] could really help others just like you make informed decisions. I’d be so grateful.”
– “If you’re happy with your results, a brief review on [Review Platform] would be a huge help to patients considering similar procedures. Thank you in advance!”
– “Your experience is invaluable. By sharing it on [Review Platform], you could greatly assist others in their journey. Would you mind helping out?”
– “A few words from you on [Review Platform] could make a world of difference to someone in a situation similar to yours. Could you spare a moment for this favour?”
– “Your perspective is unique and helpful. A quick review on [Review Platform] would not only support us but also guide patients like you. Thank you for considering it.”
These phrases offer a variety of approaches to gently encourage patients to leave reviews, each emphasizing different aspects like gratitude, personal appeal, and the benefit to future patients. Practice your favourite phrases!
NOTE: RULES ABOUT PATIENT REVIEWS IN AUSTRALIA
Please note that in Australia under Medical Board / AHPRA rules, Doctors cannot have testimonials (positive feedback) related to clinical aspects of surgery on their own website or websites they control (Facebook) but you can have Ratings (e.g. Scores out of 5). Doctors can have patient reviews on many other sites they do NOT control e.g. Realself and Google Business Profile. Australian Doctors cannot respond to any positive reviews on Google. They should response immediately to negative reviews, inviting the patients to call the rooms, in other words – taking it off-line.
You can also use reviews that are NOT related to clinical aspects – e.g. great parking, great coffee, friendly staff.
WHY YOU NEED MORE ONLINE PATIENT REVIEWS
In these challenging times, enhancing your online presence through patient reviews is more critical than ever. By focusing on delivering outstanding patient experiences and implementing these strategies, you can boost your clinic’s reputation, improve search engine rankings, and ultimately, grow your practice.
Keep adapting and refining your approach, and remember, the journey to building a great online reputation is ongoing. Get started today, and watch your online reputation grow.
You will be AMAZED at the results of getting more patient reviews!
Other Recommended Blogs
- Read Dave’s Best Cosmetic Surgery Patient Review Sites
- Read Dave’s blog about How To Write A Patient Review For Your Surgeon
- Read Dave’s Best TV Shows about Plastic and Cosmetic Surgery
