Healthcare and online reviews

The Rise of Reviews in Healthcare

More consumers are consulting online reviews to choose their healthcare providers. According to a survey conducted by Software Advice in 2016, 77% of patients use online reviews as their first step in finding a new doctor. At the same time, patients are sharing their experiences with these same providers on platforms like Google, Yelp, and Facebook. Professionals need to know how to conduct response to their patients while complying with HIPPA laws.

Reviews provide insights about the patient experience  

Consulting past patients online helps new consumers to conduct the search for a new doctor, clinic or healthcare system. Reviews help to provide valuable insight from previous patients. For instance: 
  • Did the doctor provide compassionate care and answer her patient’s questions?
  • What was the practitioner’s bedside manner?
  • How long were patients expected to wait before a consultation with a doctor or nurse?
  • Was the patient’s insurance accepted, or were there surprises in the billing process?
Online testimonials offer a variety of patient feedback on what prospective patients can expect. They might also affirm whether she is making the right choices for herself or for her loved ones. Consumers must keep in mind that online testimonials sometimes represent the experiences of a select few patients. The fewer the reviews, the less likely they are to represent the patient experience with a clinician or healthcare system. As more testimonials appear, common themes may emerge that offer proof of quality care – or the lack thereof.
 

Positive patient reviews help healthcare providers attract more patients

 
Healthcare providers are aware of the importance of online reviews among prospective patients. For many healthcare providers, it is now common practice to collect testimonials and respond to feedback. UPMC is the top ranked hospital system in Pittsburgh. UPMC provides a wealth of information – including reviews – on its website. Doctors have their own pages, where patients share feedback.UPMC's website hosts individual pages for physicians and advanced care providers, which feature additional information and patient reviews.

Here’s how UPMC explains its patient survey process:

“Patients treated by UPMC physicians and advanced care providers are randomly chosen to fill out our patient satisfaction surveys. Surveys [are sent] to offer patients a chance to provide feedback about their experience with their provider. Each year, almost 180,000 of UPMC’s patients respond. Results are shared with departments and individuals for continuous opportunities to improve care.”

In the case of UPMC’s program, patients can publish public comments to individual provider pages. Dr. Mary T. Korytkowsk (pictured) has earned a 4.9 star rating (out of 5) across nearly 200 patient surveys. Patient comments on Dr. Korytkowsk’s page provide more context. Reviews on UPMC pages provide prospective patients with more information.UPMC recognizes that prospective patients are reading patient reviews to make informed choices. They know that online testimonials are here to stay, and that feedback not only helps them improve, but also helps inform and attract new patients.

 

Healthcare Providers must follow HIPPA laws when dealing with reviews

Healthcare providers must be aware of the HIPPA law behind interacting with patient feedback on public platforms. The Health Insurance Portability and Accountability Act (HIPAA) forbids providers from disclosing protected health information. The language of the act is subject to loose interpretation. This can be frustrating for professionals who aren’t able to offer their expertise online. Healthcare providers and their staff members don’t need to become experts to mitigate these issues.
Broadly helps healthcare professionals generate online reviews. Broadly’s reviews solution is HIPAA compliant, and designed to protect patient privacy at every turnBroadly collaborates with professionals so that they can in turn offer the best experience to their patients.
 
Build an online presence for your practice, clinic, or healthcare system and generate more patient reviews. Get in touch with our team of experts.
Yelp

How to Build a Strong Yelp Profile

Yelp reviews have immense influence on the internet with over 121 million consumer reviews and 162 million visitors each month. As a local business owner, you may be well aware of this already. Yelp reviews can help you attract more customers. On the other hand, negative reviews may send prospective customers to your nearest competitor.
 
There is a common misconception that one must pay Yelp to have a strong Yelp presence. The good news is that you can improve your business’s Yelp presence for free! 
 
We’re here to clear that up for you – you don’t need to pay for Yelp reviews at all! There are many things you can do to build a great presence on Yelp. Follow these steps to take control of and improve your business’s Yelp profile without spending a dime:
 

Claim Your Page

 
Make sure that you can access your business’s Yelp profile. Before you can make any improvements, it’s important to take ownership of – or “claim” – your page. If you haven’t done so already, start on the Yelp for Business Owners portal, locate your business page, and follow the prompts.

If you don’t already see your page listed, you may have to create one yourself. Don’t worry, this is easy! Scroll all the way to the bottom of the search results, and click “Add your business to Yelp.”
 

Verify and Update Your Basic Business Information

 
Let your prospective customers know when you’re open or on call, and the best ways that they can get in touch with you. Once you’ve claimed your business’s Yelp page, navigate to the “Business Information” tab on the left side to verify and update your information.
 
Make sure that your business address (or service area), phone number, and website are correct and included. Then, scroll down and update your business hours. Business hours are important to people searching on Yelp. Best practice is to make sure the people searching for your business have all the information they need.

Create a Business Bio and Add More Content

 
Provide prospective customers with more details about who you are and how you can help them. In the “Business Information” section, scroll down to find the “Specialties,” “History,” and “Meet the Owner/Manager” sections. Here you can add more information about your team, philosophy, specialties, how you can solve problems for your customers, and more. This information adds a personal touch.

Add Great Photos

Yelpers love photos! Bring your business and Yelp listing to life with some good-looking pictures. Navigate to the “Photos and Videos” section of your Yelp dashboard to reach the upload page, and follow the prompts. You can show examples of your products and services or pictures of your team hard at work. Many businesses showcase wonderful customers and the interior and exterior of their shop.

Get Great Customer Reviews – and Respond to Them

 
Remember, reviews are the reason that people are going to Yelp in the first place! Visitors come to check out your business’s star rating and to read your customer reviews. You can’t pay Yelp for authentic customer reviews, so you need to create a system to ensure that great feedback lands on your page. Broadly can help your business with this! If you’d like to learn how, get in touch.
 
When your customers write a yelp review, let them know that you appreciate their feedback by writing a response. Check out the “Reviews” tab on your Yelp dashboard, and respond to your customers. Sometimes, even a simple “Thank you” will do the trick. If you’re responding to a negative review, a more nuanced reply may be needed.

These are just some of the free things that you can do to ensure that your business stands out and shines on Yelp. If you’d like to learn more about how Broadly can help, schedule a free consultation with us.