Two Key Misperceptions
Online review and rating sites aren’t online complaint departments, according to Rainey.
In its survey of more than 1,400 U.S. patients, Software Advice found that while many think people leave reviews and ratings primarily after having bad experiences, only six% in this survey indicated they leave negative reviews. That’s compared to 50% who wrote positive or at least somewhat positive reviews.
Another potential misperception about online ratings and reviews is that doctors and practices have no control over what’s in them. They do, according to Rainey. And it’s important to the bottom line that they monitor and manage their reviews.
There are tools (Binary Fountain has such a program) that search and find reviews on a physician, practice and facility. Having such a program can take the guesswork and time-consuming monitoring out of the equation for practices. Binary Fountain’s tool delivers all patient and potential patient feedback to one location, so practices can respond when needed.
NEXT: Rules of Engagement