The days of relying solely on word of mouth and referrals to attract patients are over. Today, online reviews are one of the most powerful tools doctors have to attract and keep new patients. Whether you’re a seasoned practitioner or running a brand-new medical practice, reviews are the foundation of your reputation and the best way to distinguish yourself in an increasingly competitive industry.
At Sermo, we surveyed over 3,500 physicians to better understand the critical role reviews play in building patient trust and fostering practice growth. However, the question remains — how do you encourage more patients to share their positive experiences online?
This guide covers why patient reviews matter and provides actionable strategies for building and managing your online reputation.
Why are patient reviews important?
Navigating the modern healthcare marketplace is more complex than ever. For most patients, online search is the first place they go to look for help and your reviews — or lack of them — are the biggest factor in where they decide to do business. In fact, online reviews are increasingly replacing personal recommendations when choosing a healthcare provider.
In the U.S., Google alone receives over 1 billion health-related searches per day. According to our poll, 22% of physicians believe patient reviews are the second most effective way to attract more patients, just behind word-of-mouth referrals — 42%. Reviews offer valuable insights into aspects beyond clinical care, such as bedside manner, office environment and ease of communication.
1. Increase patient trust and credibility
Reviews are a form of social proof. Studies suggest that 84% of patients trust online reviews as much as word-of-mouth recommendations. By displaying authentic feedback, you build trust with potential patients before they even enter your office.
2. Improve your online visibility
A recent study revealed that 81% of patients consider online reviews before choosing a physician, and 75% will only consider doctors with a rating of four stars or higher. Positive reviews help optimize your visibility in search engine rankings. Review platforms like Google My Business, Yelp and Healthgrades reward practices with consistent, high-quality feedback. The more positive reviews you gather, the more search engines, including Google, will increase your SEO ranking and reach.
3. Gain actionable feedback
Reviews provide honest insights into where your practice shines and where there’s room for improvement. This feedback is a valuable resource for enhancing the patient experience and simplifying internal processes before they turn into chronic workplace issues. To gather even more in-depth feedback, consider using patient satisfaction surveys.
4. Stay competitive
With more than 77% of patients using reviews as their first step when finding a new doctor, practices that ignore their digital presence risk losing prospective clients to competitors with better feedback.
As one pediatrician on Sermo says, “Reputation is linked to ethics and values. Good reputation is given to you by the patients when you do your job with dedication, empathy and excellence.”
10 Effective strategies to collect more patient reviews
Surprisingly, 60% of physicians never or rarely ask for patient reviews. Collecting patient reviews doesn’t have to feel awkward or intimidating. With the right system, you can smoothly integrate review collection into your practice workflow.
1. Automate your review collection process
Automation ensures consistency and frees your staff from the manual effort of following up with each patient. Leverage tools that automate review invitations via text or email. Platforms like RevenueWell or DemandHub integrate with practice management software to send personalized messages post-appointment.
2. Don’t wait to ask for reviews
Timing is key. Studies show that asking for a review immediately after a successful appointment dramatically increases response rates. Train your staff on how to prompt patients during peak satisfaction moments, like when thanking them for visiting.
- Pro tip: Provide a QR code leading directly to your Google My Business page in your clinic rooms and at the front desk.
3. Develop a process and train your staff
It’s paramount to implement a process that creates an exceptional first impression for patients. Create a welcoming environment, quick intake and effective communication. Every team member should understand their role in encouraging reviews and the impact it’s on getting patient feedback and staying in business. Offer training sessions to teach staff how to ask for feedback politely and effectively. Use scripts like, “We’d love your feedback to make future patient experiences even better! Mind leaving us a review?”
4. Make it easy for patients to leave reviews
Simplify the process by sending direct links to review platforms via email or text. The less effort required from patients, the higher the chances they’ll follow through. Offer a small non-monetary thank you to those who complete a review — a thank-you card works great.
5. Use social media platforms to engage patients
Social media isn’t just for posting updates — it’s a powerful avenue for engaging directly with patients. Post thank-you notes to your followers and gently encourage them to share their experiences.
- Example: “We love hearing about your experiences with us! Leave us a review to help others find great care.”
6. Respond promptly to all reviews
People are twice as likely to share a bad customer experience than a positive one. And a staggering 49% of survey respondents said they rarely or never respond to reviews. Don’t miss this opportunity to build stronger patient relationships.
Acknowledging reviews quickly — whether positive or negative — shows patients that you value their feedback and are open to improvement. A simple “Thank you for your kind words” or “We’re sorry you had this experience — please reach out so we can resolve it” goes a long way in credibility.
7. Use text messaging to request reviews
Texting is one of the fastest ways to reach patients. Ensure HIPAA-compliance and send short, friendly texts with a link to your review page.
- Sample message: “Hi [Patient Name], thanks for your visit! We’d love your feedback. It helps us keep getting better. Leave us a quick review here [Link].”
8. Deliver the Best Patient Experience
An extraordinary experience is the foundation for great reviews. Ensure your practice nails the basics — short wait times, a welcoming environment and empathetic care. Remember, happy patients become your best marketers.
9. Engage with online health communities
Sermo offers the opportunity to connect with both peers and patients. Participating in health forums or sharing your expertise in Q&A threads not only boosts your reputation but also positions you as an approachable expert worth reviewing.
10. Run drip campaigns
If patients forget to leave a review after one reminder, don’t hesitate to follow up using a drip email campaign. Send three thoughtfully timed messages with clear instructions on where and how to review.
How to monitor your online reputation properly
Doctors told us that online reviews are the second biggest threat to their reputation, right behind patient expectations. Encouraging reviews is only half the battle. You also need to stay on top of what’s being said about your practice.
Use reputation monitoring tools
Platforms like Google Alerts, Birdeye and Hootsuite can notify you whenever your practice is mentioned on review sites or social media. This helps you respond quickly and manage your reputation proactively.
Regularly audit your online presence
Check platforms like Google My Business, Yelp and Healthgrades regularly to ensure your information is up to date. This includes your contact details, hours of operation, and any responses to reviews.
Track metrics over time
Keep an eye on key indicators like the number of reviews, average ratings and response rates. This data allows you to identify trends and strategize improvement plans.
Protect against misinformation
Online patient reviews aren’t always accurate, and errors in physician profiles can cause major issues. If you find incorrect information on a review platform, contact the platform directly to resolve it.
Another doctor on Sermo said, “Online reputation is formed based on opinions expressed by users. Appearing at the top of Google results gives us great credibility and significantly improves our online reputation.”
Build a stellar online reputation with Sermo
Patient reviews are no longer optional — they’re essential for connecting with today’s digitally savvy patients. Positive reviews significantly impact patient inflow, establish credibility, and provide actionable feedback for improving the patient experience.
By implementing the above strategies, you’ll set your practice up for long-term success. Of course, managing your online reputation can be challenging for time-constrained physicians. That’s where Sermo comes in. Sign up for free and take the first step toward a stronger online reputation today.
People also ask
Begin by fostering a welcoming environment that encourages patients to comfortably share their thoughts. Personalized follow-ups after appointments, such as emails or text messages with direct links to review platforms, can streamline the feedback process. Additionally, consider placing clear signage in your office to motivate patients to leave reviews.
Improving patient satisfaction requires focus on communication, efficiency, and personalized care. Create a welcoming atmosphere where patients feel respected from arrival. Train staff in effective communication like active listening and empathy to address concerns. Streamlining scheduling and reducing wait times enhances the patient experience. Use feedback to identify service gaps and implement improvements that meet expectations. Providing educational materials about diagnoses and treatment helps patients feel informed and confident. A patient-centered approach prioritizing empathy and efficiency is vital for higher satisfaction scores.
Boosting patient numbers requires a mix of outreach and retention. Use digital marketing to raise awareness, build referral networks, and expand access with services like telehealth and flexible scheduling. Prioritize retention by delivering quality care, following up, and adapting based on patient feedback.
Increasing daily patient counts requires efficient workflow, optimized scheduling, and resource use. Streamlining tasks like patient intake with digital tools saves time. A structured schedule minimizes downtime between appointments while ensuring quality care. Delegating tasks to staff helps physicians focus on patients. Using technology like EHRs and online appointment systems enhances organization, reduces delays, and boosts productivity.
