Online Reviews: Embracing The New Social Conversation

Customer opinions have always had the potential to influence other people's attitudes towards a business. In the past, these opinions were communicated mostly by word of mouth. But in the new digital era, the Internet has given customer opinions mass exposure. Millions of customers now post reviews on websites, blogs and other social media. And millions of people read them, with research showing that positive online reviews increase the likelihood of customers using your business. Successful organisations have thus evolved to embrace this conversation. 
There are also new platforms, like Whitecoat, which now publish moderated patient reviews from real users. Whitecoat, therefore, can serve as a site for you to engage with your patients, join the new social conversation and leverage the power of patient reviews. 

How do you embrace this new social conversation?

Reviews and how you deal with them are an important part of managing the reputation of your practice. It’s important to claim your free Whitecoat profile to join the conversation. By claiming your Whitecoat profile and including your correct contact details and email address, we’ll be able to immediately notify you when you’ve received a review so that you can respond. 

Respond to ALL Reviews

On Whitecoat, we’ve found that consumers are overwhelmingly happy with their providers and generally feedback is very positive. It’s a good idea to respond to your patients comments and thank them publicly for their feedback. These little engagements make a difference for new and existing patients, and show customers that you appreciate their comments. 

Managing less positive reviews

Five-star or one-star, positive and negative reviews can be of equal importance. If you do happen to have a patient with negative feedback, it’s always a good idea to respond as soon as possible. This will actually boost your reputation with many readers, who can see that you are responsive to feedback. On Whitecoat, you’ll be given 7 days notice prior to the comment going live if you would like to respond or dispute the feedback. 

Remember to be professional

How you manage online engagement is critical to your reputation, and your reputation is critical to your success. It’s important to be human and genuine, not officious. Do not get angry, personal or dismissive, but respond to their feedback and try to see it as constructive criticism instead of a personal attack. When responding publicly, be polite and professional at all times and deal with the issue that's been raised. This will appeal to people researching your company.
Successful professionals learn from negative reviews and improve their business if need be. Try to use each review as a chance to learn something new. If you feel a review is unfair, remember your response can actually improve your standing with other patients and most consumers read more than one review of a business. 

How legitimate are Whitecoat reviews?

Reviews are sourced from Whitecoat users as well as members of affiliated private health insurers who have been provided with a billable service from the provider. Before reviews are published to Whitecoat, they must first pass through extensive checking procedures and moderation guidelines. This process ensures reviews are relevant to the service that was provided, are not offensive or contain profanity, and do not assess the provider's clinical expertise or quality of clinical care. Reviews that do not pass through this process are not published. View the full moderation guidelines here.

Keep in mind, you are not allowed to solicit or incentivise positive reviews in line with the AHPRA Guidelines and ACCC guidelines.

Whitecoat Review Criteria

When leaving a review on Whitecoat, patients will be asked to provide a star rating to the following questions about their experience:
  • Time to get an appointment? (Long or Quick?)
  • How well you were listened to? (Poor or Excellent?)
  • How well your treatment was explained? (Poor or Excellent?)
  • Likelihood to recommend? (Very Unlikely or Very likely?)
Patients are also asked to leave an optional written comment giving more details about their overall impression. 

If you are delivering a great service experience for your patients, you shouldn't be afraid of feedback, particularly as the majority of Whitecoat users are very happy with their experience and most of the comments on Whitecoat are overwhelmingly positive.
Sourced from Whitecoat in Provider Blogs
28 Mar 2017

Sourced from
Whitecoat

28 Mar 2017
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