Online reputation has been a hot topic for over a year now. And, while this will probably be the last time I cover the topic this year, I’m excited to share some new and compelling data we’ve collected that will help guide your practice’s online reputation strategy.
Qualitative Analysis of Online Complaints
- Study Criteria & Methodology
- 100 aesthetic clinics examined
- Considered reviews on Google+ and Vitals.com
- Examined content of reviews with <4/5 stars and <3/4 stars
- Concerns categorized by time, communication, money, and clinical results
- One negative review could count in multiple categories
Results
- Of the clinics with reviews, only 52% of profiles are generally positive.
- Communication concerns are the most common – by far. These negative reviews reported that doctors and/or staff were:
- Rude
- Arrogant
- Not good listeners
- Recommended a treatment and left the room
- Had bad bedside manner
Recommendations
- Embrace feedback
- Train staff to schedule efficiently (and use the right software)
- Work to ensure patients feel heard during their consultations
- Attempt to reduce wait times and avoid rushing consults
- Encourage happy patients to share their experiences online
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