What Impact Do Online Reviews Have On Patients’ Decisionmaking?

What Your Past Patients Say About You Online Is A Major Factor In New Patient Acquisition


According to a recent article, 70% of patients call online reviews “crucial” in selecting a healthcare provider. Put yourself in a patient’s shoes – the healthcare landscape is difficult to navigate, full of complexity and insurance-related red tape. Plus, anyone who has had a negative experience with a doctor is bound to be cautious in seeking out new providers, specialists, and care. The wellness industry has given people a renewed sense of ownership of their bodies – which means more scrutiny than ever in seeking care.

So what can healthcare providers do? Keep close tabs on your score – sites like HealthGrades, ZocDoc and even Yelp will inform prospective patients well before they walk through your door. Your reputation precedes you; it’s important that you know what patients have said.

In order to claim some agency and to own the story that is told about your practice, engage with online reviewers – especially when an unflattering review comes in. Be prompt, be courteous, and offer to discuss the matter offline. Amazingly, customer satisfaction increases to a staggering 99% when negative reviews are handled appropriately.

If you’re looking for ways to be strategic about your social media and storytelling impact across online reviews and other channels, ASTRALCOM can help. Reach out to learn more about our capabilities.

Richard Bergér is the VP of E-Business for ASTRALCOM, an integrated media services company located near Los Angeles, California. Richard draws on his military and psychology backgrounds to create pervasive content strategies, motivating conversion tactics and targeted audience acquisition for clients. Connect with Richard via his LinkedIn profile.

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