From One Star to Five Stars: A Mini Case Study on Healthcare Review Management
A negative review isn’t necessarily bad for your practice – unless it’s ignored. If potential patients see unanswered negative reviews about a practice or clinic, they may think that the providers don’t care about the patient experience.
A thoughtful public response can change an unhappy patient’s opinion and demonstrate commitment to patient satisfaction. Recently, a BoxCrush client saw how powerful a thoughtful response can be.
Background
A medical practice director asked for advice on how to improve their review management, and BoxCrush’s first suggestion was to set up an email address solely to communicate with unhappy patients. BoxCrush also advised the client to appoint one or two staff members to monitor that inbox.
A few weeks later, the client noticed that a patient had written an angry and detailed one-star review on its Google Business Profile listing. The client responded publicly to the patient and asked her to contact their office via their newly created email address. As a result, the office manager read the message immediately and was able to address all of the patient’s concerns.
Much to the client’s surprise, the patient amended her written review and increased the rating from one star to five stars because the office manager had “made things right.” A personal touch can make a dramatic difference in patient satisfaction.