In today’s world, online reviews have a massive influence on how consumers select products or choose whether to patronize a business. When you’re deciding on a new restaurant for dinner, where do you usually check first? Probably Yelp. Need a hotel for your upcoming vacation? TripAdvisor is likely on your radar for research.
And while retail, food and service industries may be the first that spring to mind in the online review space, healthcare systems and hospitals also rely on online ratings to help boost reputations. Whether it’s a healthcare-specific site like Healthgrades, a social media site, Google, or a Yelp profile, it’s crucial that your marketing and communications team has a process for responding to negative reviews.
Consumers look for review responses
BrightLocal’s 2017 Local Consumer Review Survey showed that not only do consumers look at online reviews, they also look for businesses to respond to those reviews. According to the survey:
Have a response plan in place
Regardless of your online presence or the size of your organization, it’s essential to have an action plan in place for responding to online reviews. Having a plan outlined can help with consistent messaging across channels, which can prevent confusion or miscommunication within your online community. It can also help build trust with your patients (or potential patients) and their families.
If you’re looking to develop an online review response plan, here are some tips for getting started:
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The original version of this page was published at: https://www.writergirl.com/how-healthcare-teams-can-respond-to-negative-online-reviews/
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