Online patient reviews are the most relied-upon source for patients seeking care, but less than half of providers know how to manage online reputation.
July 18, 2019
SANTA MONICA, Calif. — PatientPop, the leader in practice growth technology, today released its 2019 healthcare providers survey report on online reputation management. The nationwide survey of medical and dental professionals highlights the evolving challenges, practices, and opportunities surrounding reputation management, including oversight of patient feedback and online reviews.
Although patient reviews are now the most relied-upon online source for patients seeking care, based on PatientPop research from earlier in 2019, nearly one in five practices don’t respond to negative patient feedback at all. The study also reveals 76 percent of providers express concern over patients sharing negative feedback, but less than half (44.5 percent) regularly check online reviews of their practice.
As the rapid consumerization of healthcare continues, online reputation management is now a critical component of the business of medicine. The report shows more providers recognize that fact: Although 47 percent of providers aren’t sure what it takes to manage their online reputation, there’s a 17.5 percent increase in the providers who understand online reputation is critical to their business, compared to the inaugural 2018 healthcare providers survey report.
“With the 2019 report, we see more healthcare providers focused on the provider and patient connection, the core of a strong online reputation. But our data also show that even with that improvement, too few providers prioritize patient feedback and online reputation, an oversight that will hinder practice growth,” says Luke Kervin, PatientPop Co-founder and Co-CEO.
The report addresses several additional aspects of online reputation management. Key findings include:
- Approximately half of all providers do not have a process in place to monitor online reviews or feedback from patients
- 33.7% of providers do not request feedback from patients
- 17.6% of providers choose not to respond to negative feedback online
- 52.4% of providers who don’t respond to patient feedback don’t think it will make a difference
About the survey
The 2019 healthcare provider survey was conducted online in May and June 2019 with questions aimed at gaining current insights into practices’ online reputation approaches and tasks.
A nationwide set of respondents included physicians (57.3 percent), dentists (11.6 percent), practice managers (11.2 percent), and practice owners (6.5 percent). The most commonly named practice types from respondents were physician/specialty practice (60.8 percent), dentistry (16 percent), and optometry/ophthalmology (9.1 percent).
PatientPop is the leader in practice growth with the only all-in-one solution that empowers healthcare providers to improve every digital touchpoint of the patient journey. As experts in the healthcare technology space, PatientPop makes it easy for providers to thrive in the consumerization of healthcare and promote their practice online, attract patients, and retain them for life.
With a commitment to continuous innovation, PatientPop helps practices attract more patients, manage their online reputation, modernize the patient experience, automate their front office, and integrate with the most widely used EMRs for a holistic approach to practice growth. For more information, visit patientpop.com.
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