Online Patient Reviews

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Ask Catherine

This Week’s Q&A Topic: Online Patient Reviews 

Dear Catherine,

I just caught the tail end of your ASAPS presentation in Las Vegas regarding how to get online patient reviews. You showed a case study with really good results but
missed HOW you did it.

Can you please briefly describe the process you follow to get good patient online reviews? We have not done a very good job at this and I want to make it more of a priority.

Thank you –

Dr. M

Catherine’s Answer:

Dear Dr. M,

Cosmetic Patient Online Reviews are the most important strategy to build trust and credibility between you and new cosmetic patients.

And the best part is you have a lot of control over how many reviews you get as well as the quality of those reviews.

Frankly, in today’s social world, I would not leave this to chance. Here are the steps to follow to get good reviews quickly:

Step #1: Patient SelectionOnline Patient Reviews

Patient selection and timing is crucial. You need to catch your patient when they are gushing about you and their result. Most likely, it’s at their post-op appointment when they are looking good and feeling ECSTATIC about their result.

This is when YOU, the doctor, ask them for a review in a comfortable way; i.e.,

“Susan, I’m so glad you’re happy with your result. Can you please do me
a favor? You know how important online reviews are for others who are
also looking for a good result. Would you mind writing a review? Karen
can give you a review kit to make it fast and easy for you? I’d really
appreciate it.”

Step #2: Detailed Instructions

Now your staff meets with your cosmetic patient to go over the contents of the review kit. Since google+, Yelp, and RealSelf are the three most important
review sites in the eyes of google, find out if your patient has accounts set up with any/all of them. If they don’t, offer to set up the account for them so
they can then write the review at home on their own computer.Online Patient Reviews

So the patient online review kit contains:

– Introductory letter w/ explanation
– Instructions for the 3 review sites
– Starbuck gift card*

*While you never want to pay anyone for a review, you can certainly thank them for their time in a small way.

Step #3: What is a Good Review?

One of the biggest reasons your happy patients don’t give you a review is that they are busy. You are asking them to stop their day and write something that
will go out to the world.

Help them help you. The introductory letter includes starter sentences for them to complete since a good review tells a full story; i.e.,

– I wanted to improve ___________because ________
– I chose Dr. Smith because _____________________
– My experience with the doctor and staff was _________
– How I feel about my result _____________________

Step #4: Follow Up

If your patient does NOT upload a review within 48 hours, have the same staff person who walked them through the review kit call them and say,

“Hi Susan, Dr. Smith and I are looking forward to your review and haven’t seen it yet. Is there anything I can help you with?”

Most likely, that will prompt them to do it now.

Step #5: Thank Them!

Online Patient ReviewsThank them in any way that really shows your appreciation. That could be a simple phone call, a handwritten letter, a little extra Botox at their next visit, etc.
There is a saying “Behavior that is rewarded is repeated”. Just be sure your patient knows how much you appreciate their support.

Case Study

This strategy works. A plastic surgery practice followed these instructions and handed out 12 packets and within 21 days, they had 3 google+,
1 RealSelf, and 3 Yelp patient online reviews.

How do you go about getting online reviews?
How do you thank them?

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