Less than 15 years ago, there were virtually ZERO physician reviews online. Today, the top three healthcare review sites (Healthgrades, ZooDoc, and Vitals) combine for nearly 15 million views each month. That doesn't even take into account the massive amount of reviews patients check out on Google or Facebook—the most popular review sites online. It's no surprise then that around 80 percent of patients use online reviews to choose a new doctor. Online reviews also have a huge impact on your SEO...affecting your overall ranking as well as the likelihood that your link will be clicked on.
As a fairly new, but extremely important, part of practice marketing, finding ways to take advantage of online reviews is critical to the success of any practice. Read on to find out how one dental practice was able to leverage online reviews to attract new patients (you can also download the pdf here).
Dental Practice Sees 50 Percent of New Patients from Online Reviews
Kissimmee Children’s Dental offers complete dental care for children of all ages. The team knows visits to the dentist can be difficult for some kids, so they maintain a kindhearted atmosphere and spend the necessary time with each patient to increase their comfort level. The staff at Kissimmee Children’s Dental wanted a software that would reduce the amount of time spent on front-desk tasks and help them build stronger relationships with their patients, so they decided to try Solutionreach.
After implemeting Solutionreach, Kissimmee Children's Dental:
- Gained 50 percent of new patients through online reviews
- Rescheduled 75 percent of cancelled appointments
- Saved 30 minutes of phone time daily
As the only employee who manages the front desk at Kissimmee Children’s Dentistry, Maggie Diaz wanted a solution for some of the time-consuming tasks she completes each day.
“It took so much time to call every patient,” Maggie says. “When we heard Solutionreach was able to do some of those front desk tasks, we were definitely interested.”
Before implementing Solutionreach, Maggie was making a lot of phone calls. The time spent calling patients just to remind them of upcoming appointments took about 30 minutes every day.
“With 20 to 30 patients each day, the appointment reminders and confirmations are a big time-saver,” explains Maggie. “But it does more than that by reminding patients they are overdue or in need of a recare visit. Those types of little things help our practice.”
Maggie not only appreciates the time-savings she sees with the automated appointment reminders, she also likes the option of sending the message through a text.
“We only had the ability to make phone calls, so we either had to actually get them on the phone or leave a voice mail and hope they would call us back,” states Maggie. “But now our patients love the text message reminders. If they’re in the middle of something, they can just reply yes or no. It’s so much easier for them.”
Kissimmee Children’s Dental sends appointment reminders a week before the scheduled visit, and the increase in response to appointment reminders has helped Maggie keep the practice schedule full.
“Before Solutionreach, we didn’t know if people were going to show up for their appointments or not,” Maggie says. “Now patients are letting us know if they aren’t able to attend right when they receive the appointment reminder.”
About 75 percent of the patients who cancel their appointment give Maggie enough notice to reschedule the appointment and fill the vacant slot.
Maggie also uses newsletters to quickly contact patients without having to call each one.
“We send holiday newsletters, or if we have a special,” says Maggie. “Last year during hurricane season we were able to send a newsletter to let patients know our office would be closed. Our patients were very appreciative.”
By spending less time on the phone, Maggie is able to engage more with patients when they come in the office, and encouraging patients to check-in or like the practice’s page on Facebook when they sign in for their appointment.
“Patients can either show us that they’ve liked us on their phones, or I can see the Facebook notification, and we enter them in a raffle,” explains Maggie. “Usually when they check-in, they’ll go ahead and just leave a review as well.”
All those reviews have been helpful in bringing new patients to the practice.
“About half of our new patients come from seeing our reviews,” Maggie says. “Patients are doing their own research, they see our reviews, and give us a call.”
A large portion of new patients also come from dental insurance websites, so Maggie knows how important it is to make sure the contact information online is always up-to-date.
“All of our information is always correct,” explains Maggie. “We moved a few years ago, so I claimed our page on Google, and updated our hours and new address. I also manage our Facebook page, and we make sure the insurance companies have accurate contact information.”
For Kissimmee Children’s Dental, Solutionreach is an asset to the practice.
“Solutionreach is a time-saver,” says Maggie. “Anybody who works at the front desk of a practice would appreciate everything the software is able to accomplish.”
If you want more info on how to take advantage of online reviews, you can download the checklist, "9 Steps to Awesome Online Reviews."