Did you know that 83% of patients trust online reviews more than a personal recommendation? This case study explains how a leading physician group harnessed the power of online reviews by turning patients into online promoters of their practice.
A leading physician group with 30 doctors and 16 locations collected 1,052 Google Reviews in six months using Ratings.MD.
During more than 20 years in business, this physician group had only collected 119 Google Reviews across their 16 practice locations, with an average star rating of 3.6 out of 5.
They are a highly respected medical practice that sees thousands of satisfied patients every month. Unfortunately, very few patients would take the time to go online after their visit and figure out how to leave a review.
Despite having a 96% patient satisfaction rate, their Google Reviews star rating didn’t accurately reflect the quality of care and patient experience being delivered.
As is the case with most U.S. doctors, their online rating was nearly one full star lower than expected – due to the small “sample size” of online reviews and the negative bias of unhappy patients being more motivated to go online and leave a negative review after a bad experience.
In order for their “online” reputation to more closely match their “real world” reputation, this physician group selected Ratings.MD to automatically email EVERY patient after EVERY visit, asking them to click and share their feedback online.
This was accomplished through an application programming interface (API) integration with the group’s Allscripts practice management system. After every patient visit, Ratings.MD automatically sends the patient a review request, making it as simple as possible for the patient to click and leave a Google Review.
In less than 6 months, more than 1,000 patients clicked on the “Review us on Google” button (above) and left a Google Review. For most Google users, this process takes less than 30 seconds to complete.
By making it really easy for every patient to leave a review, the group’s average star rating across their 16 locations went from a 3.6 to a 4.7 out of 5.
Now, whenever anyone in ther local market searched for “Best ophthalmologist near …” any town where they have an office, it’s nearly always their Google My Business (GMB) listing that comes up as the #1 local search result, with hundreds of ratings from satisfied patients who have rated their experience an average of 4.7 out of 5 stars.
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