Online reputation management for doctors has been a point of which there has been a lot of activity for in the last couple of years. Doctors are noticing the amount of reviews customers can potentially write online and are noticing they should be able to do something about it phenomenon.
Online reviews affecting consumer behavior
When you read reviews on a company or a product, it clearly influences your buying behavior. When there are many reviews on a product, such as over ten, and they are all five stars, customers will think they are fake reviews and not genuine on the real experience they had. Everyone is different and therefore their definition of a great service or product they consume is different. Some people are easier pleased than others. People generally trust companies or would like to do business with people of which with generally accepted level of good reviews with the bad. No one is perfect and people do make mistakes. It is how they bounce back form them and show the public how they would deal with certain situations that draws people in.
How doctors are affected by online reviews
When it comes to doctors and the reviews found online, it greatly depends on the type of doctor they are and the area they live in. There are cases of which doctors have a terrible rating of one star but still get a full patient list every day. This is due to the doctor shortage in some parts of the world and if the clinic or hospital they work at is publicly funded or not. The best course of action to take is to always preform searches for your branded terms. This way you can always be on top of what is being said about you. And the sooner you notice a negative review, the better it is since customers are expecting an answer to what they had just posted.
The best way to respond is to be as transparent as possible. If you had in fact made a mistake, admit it and reassure the customer that proper measures are being taken to make sure it will never happen again. No matter if you are a doctor working in the public or private clinic, it is always best to keep your reputation clean since it is your livelihood and it is your name people are reviewing your services.