In today’s digital world there is no denying the significance of online reviews and the influence they can have on patient’s healthcare decisions. For medical offices, online reviews not only help to boost local search rankings, but they can also improve a practice’s reputation, and largely impact how many patients walk through the door.
One study found an overwhelming 77 percent of patients use review sites before choosing a physician. The following statistics make it hard to deny the influence of online reviews:
- According to Software Advice, nearly half of respondents said they would go out-of-network for a doctor who has similar qualifications but more favorable reviews.
- 74% of consumers said positive reviews make them trust a local business more.
- 90% of consumers read fewer than ten reviews before forming an opinion about a business.
- Only 6% of patients leave “very negative” or “somewhat negative” feedback on reviews sites.
- 60% of respondents feel it’s “very” or “moderately important” for physicians to respond to online reviews.
Today’s patients are more empowered than ever before when making healthcare-related decisions. Although many providers may question the validity of online reviews, nearly 84 percent of consumers trust them as much as personal recommendations from a friend or family member.
For providers, this means that the importance of a strong online reputation is crucial and the impact of negative ratings could potentially be damaging. However, the truth is most practices do not have the time nor the personnel to actively manage their ratings over multiple sites online. The focus should remain on treating the patient, which is why more and more healthcare facilities are turning to MedicalGPS and the M3-Advocate® physician reputation management software, which allows physician practices to increase social media reviews AND improve social media ratings. The majority of physicians that have utilized M3-Advocate® found 90%+ of their social media reviews became 5-Star reviews after deploying M3-Advocate®.
M-3 Advocate® Overview
M3-Advocate® obtains continuous patient feedback from patients utilizing M3-Patient Experience®. As patients provide same-day or next-day feedback regarding their most recent office experience an analysis of the patient experience is performed using M3-Advocate® algorithms, resulting in an Advocacy Quotient – a measure of the practice’s level of patient loyalty. Through extensive research examining each aspect of the patient experience, MedicalGPS understands what the key ‘touch-points’ are of the patient experience that foster patient loyalty — loyalty at the highest level — advocate-loyalty. Patients that qualify as ‘advocate-loyal’ are identified, sent a warm expression of appreciation for choosing your practice as their healthcare provider and invited to leave a review of their most recent office experience on major social media sites such as HealthGrades, Vitals, Google+ and others.
Communicating with Patients:
Approximately 48 hours post the advocate-loyal patient submitting their M3-Patient Experience® assessment, the M3-Advocate® system sends a personal email invitation directly to the patient advocate over the attending provider’s signature block, usually sent “From:” the office manager or a member of the administration.
Accessing the M3-Advocate® Dashboard:
Current M3 clients simply log in to M3-Patient Experience® as usual, online, on-demand 24/7/365. Practice Managers, Managers of Practice Operations, Clinical Coordinators, and other key M3-Patient Experience® end-users with admin-level access rights to M3-Patient Experience® will find a new link that reads, “(M3-Advocate)”, located on the end-users “Manage Surveys” page. Click the “(M3-Advocate)” link to access/manage M3-Advocate® information for your practice and providers.
Once set in place, the M3-Advocate® physician reputation management system is set to run continuously and automatically, allowing all patient feedback coming in and through the practice’s M3-Patient Experience® database to be monitored. As ‘advocate-loyal’ patients are identified they are invited to leave social media reviews.
Setting the Baseline:
M3-Advocate® is programmed to monitor certain social media web sites, as prescribed by the M3-Advocate® client, gathering the number of social media reviews and the average ratings for each practice and/or provider. Baseline social media measures are established at the practice and/or provider level prior to sending the first round of invitations to ‘advocate-loyal’ patients and made available from within the M3-Advocate® physician reputation management reporting dashboard, accessed online 24/7, similar to other M3-Patient Experience® analytics. Periodically (usually once every week) M3-Advocate® gathers updated social media data, compares the updated data to the baseline measures, and calculates the variance. Both the increased number of reviews and, in the vast majority of cases, the improvement in the provider’s and/or practice’s social media ratings are shown and may be obtained as part of M3-Advocate® online reporting.