How They Can Make or Break Your Medical Practice

Have you ever moved to a new area and needed to find a new GP practice? It can be a daunting experience, not knowing where to start or who to trust with your health. In situations like these, patient reviews can be a lifesaver. They offer valuable insights into a medical practice’s quality of care, staff, and facilities.

However, patients are not only looking for good bedside manner or medical expertise. In fact, in Press Ganey’s Consumer Trends Report, healthcare recipients stated that communication and customer service matter more to patients than bedside manner.

This is why managing patient reviews is crucial for medical practices in today’s digital age. A recent study found that 90% of patients read reviews before choosing a healthcare provider, with positive reviews significantly influencing their decision-making process. Of those patients, 84% said that positive reviews significantly influenced their decision-making process. A survey in the US of 1000 surgical patients at the Mayo Clinic found that 81% would seek consultation from a physician based on positive reviews.

But how can medical practices encourage patients to leave reviews, handle negative feedback, and leverage positive reviews to attract new patients?

Encouraging Patients to Leave Reviews

The first step is to encourage patients to leave reviews. This can be done by providing links to review sites, sending follow-up emails after appointments, or even asking patients in person. Providing clear and straightforward instructions on leaving a review makes the process easy for patients.

A personal experience: When I moved to Richmond in London, I relied heavily on patient reviews to choose a new GP practice. I was impressed by one practice’s follow-up email after my first appointment, which included a link to their Google My Business profile and a request for a review. I was happy to oblige, and my positive review has helped others in the same situation.

Responding to Negative Reviews

While negative reviews can be challenging to handle, responding promptly and professionally is essential. A prompt response shows that the practice actively engages with patient feedback and is committed to resolving issues.

When responding to negative reviews, it’s essential to acknowledge the patient’s concerns and offer a sincere apology if appropriate. Moreover, avoid getting defensive or confrontational, as this can escalate the situation and damage the practice’s reputation.

Instead, take the opportunity to address the patient’s concerns and offer a solution. For example, if a patient complained about a long wait time, the practice could offer to schedule the patient’s next appointment during a less busy time.

It’s also important to remember that negative reviews can provide valuable feedback and insight into areas where the practice can improve. By taking the feedback on board and making changes where necessary, the practice can improve patient satisfaction and prevent similar issues from occurring in the future.

Leveraging Positive Reviews to Attract New Patients

Positive reviews can be a powerful tool for attracting new patients. Healthcare providers can showcase positive reviews on their websites and social media channels to make the most of positive reviews. According to a survey by Brightlocal, 97% of consumers read businesses’ responses to reviews, and 45% of consumers say that responding to reviews is important when selecting a local business.

In addition to displaying reviews, it’s also essential to respond to positive reviews promptly. This shows that the practice values and appreciates patient feedback.

Furthermore, these stories can demonstrate the positive impact the practice has had on patients’ lives, further reinforcing the provider’s commitment to patient-centred care and earning the trust of potential patients.

The Importance of Continuous Monitoring and Improvement

Healthcare reputation management is an ongoing process that requires continuous monitoring and improvement. Healthcare providers must regularly check review sites and social media channels to ensure that all feedback is addressed promptly and professionally.

It’s also essential to track and measure the effectiveness of review management strategies. This can be done by monitoring changes in the number and tone of reviews over time and following the conversion rates of patients who leave reviews.

Healthcare providers can maintain a strong online reputation and attract new patients by continuously monitoring and improving review management strategies.


In conclusion, patient reviews are critical to any medical practice’s online reputation management strategy. Encouraging patients to leave reviews, responding to negative feedback, and leveraging positive reviews can help healthcare providers stand out in a competitive market and attract new patients.

By implementing these strategies and maintaining an active online presence, healthcare providers can ensure their reputation remains strong and patients continue receiving high-quality care.

As a healthcare provider, your reputation is everything. By prioritising healthcare reputation management and continuously monitoring and improving your review process, you can ensure that your practice remains competitive and provides the best possible care to your patients.

If you’re a healthcare provider on Harley Street looking to take your digital marketing to the next level, Springboard Digital Group is here to help. Our unique approach combines medical and scientific expertise with cutting-edge digital marketing strategies, ensuring your clinic stands out in London’s competitive healthcare market. We understand the unique challenges that healthcare providers face in managing their online reputation. That’s why we offer a range of services to help healthcare providers take control of their online reputation and ensure that their patients receive the high-quality care they deserve.

Our team of experts can help healthcare providers implement effective patient review management strategies, monitor their online reputation, and respond to patient feedback promptly and professionally. With our help, healthcare providers can build a solid online reputation and attract new patients to their practice.

Don’t let negative reviews tarnish your practice’s reputation. Contact Springboard Digital Group today to learn how we can help you with healthcare reputation management and grow your practice.