Reputation and Review Management for Dentists & Plastic Surgeons

Frequently Asked Questions About Patient Reviews

• Do I Have Control of My Online Reputation?

  You may not have control over the reviews patients choose to post, but by staying active online, engaging with your audience, and promoting content, you can nurture a positive reputation. With Rosemont Media’s online reputation management services on your side, you can both build and secure a stellar presence. We can help you navigate the digital landscape to ensure your practice’s expertise and high-quality care shine. From social media and review management to content creation and email marketing, there are many components that contribute to successful online reputation management.

• How Can I Encourage Patients to Leave Reviews?

  Word-of-mouth plays an integral role in the success of any healthcare practice. Traditionally, patients would discuss their experiences, whether positive or negative, with immediate family and friends. Nowadays, the expansive reach of search engines and the popularity of social networks has given a new, more powerful voice to patients, which medical professionals can use to their advantage.

  It is perfectly acceptable to encourage patients who have had positive experiences to talk about them online. Keep in mind, you should never pay or incentivize patients to write good reviews; however, if they have told you they are happy with you and your team, it might not hurt to just ask them to spread the word. Whether in person, via text, through email, on social media, or on your website, there are several avenues to encourage patients to leave reviews. Commonly used methods include:

  • Requesting feedback or sending a survey after a recent visit
  • Promoting different review websites through links or office displays
  • Responding to reviews to demonstrate you appreciate the feedback
  • Explaining to patients how much their reviews and testimonials help

  Incorporating these strategies into your practice demonstrates your commitment to patient care and satisfaction. Since online perceptions shape how potential patients see your practice, you should consistently present your team and services in a positive, authentic light to help build trust and credibility.

• How Can I Get Lots of Positive Reviews?

  The first thing you can do to generate positive reviews is to make absolutely sure that your practice is providing the best possible experience for every patient that walks through your doors. Your entire team should be on the same page: take excellent care of your patients, go the extra mile, and do everything you can to give them a satisfactory visit.

  The second thing: grab onto those positive reviews and let the world see them! There is nothing wrong with promoting the fact that people are saying nice things about you and your services – people are looking for just these kinds of comments in order to narrow down their choices among doctors. Your own website and your social media accounts are two great places for you to draw attention to positive reviews.

  And number three: it is perfectly acceptable to encourage patients who have had positive experiences to talk about them online. You should never pay or incentivize patients to write good reviews; however, if they have told you they are happy with you and your team, it might not hurt to just ask them to spread the word.

  Read our Buyer’s Guide to Online Reviews

• Should I Respond to Negative Reviews?

  It can be one of the most frustrating guidelines to follow, but most of the time, it is best to not respond to a negative review. There are several reasons for this, but these two are the most important:

  1) HIPAA. You may be inadvertently violating a patient’s privacy by responding to a review. This goes for positive reviews as well – by virtue of your response, you are acknowledging the individual was a patient.

  2) Different review sites operate within different parameters. If you respond to a negative review, that may bring more attention to it. It could possibly even raise it to the most visible section of the page on that particular review site.

  There are obviously some exceptions, particularly in cases where a review contains potentially slanderous allegations, violates the review site’s rules, and/or includes threatening or indecent content. In some instances, a review can be removed; however, it’s unlikely for the most part. As noted above, most negative reviews should just be ignored. The team at Rosemont Media can offer further guidance in cases where you’re not sure what to do.

• What If I Have a Few Bad Reviews? How Can I Get Rid of Those?

  Believe it or not, recent research has shown that a minor negative review may ultimately enhance the impact of positive reviews that are read before it. This could be because the negative review – typically one with only a small gripe or two, perhaps about the availability of parking at the practice or similar concerns – highlights the positives of the reviews that have already been read by the viewer.

  Another benefit of a negative review (in some cases) is that it may include some valid points, particularly if they have been pointed out in several other reviews. A lot of negative comments may be truly unfair, but some of them may actually be honing in on an area that could use some improvement – and that can ultimately serve as useful feedback for your practice.

• Can Reviews Improve My Practice’s Local Search Ranking?

  Yes, reviews can significantly boost your practice’s local visibility, especially on Google. Positive Google reviews and a high overall star rating help your practice stand out in local search results and can influence whether you appear in Google’s "Local Pack" (the top three local listings displayed in response to a search). Local keywords used in patient reviews – such as the city, neighborhood, or services offered – can also increase your relevance for geographically targeted searches, making it easier for prospective patients in your area to find your practice.

• What Role Does Social Media Play in Reputation Management?

  Social media plays a crucial role in reputation management because it serves as both a platform for patient engagement and a channel for sharing your reviews. A positive presence on social media can amplify your practice’s reputation by allowing you to share reviews, respond to feedback, and participate in conversations that reinforce your credibility.

  Additionally, it’s a space where potential patients may first encounter your practice, so maintaining an active and professional profile is essential. By leveraging social media, you can build a strong, trust-based relationship with both current and prospective patients.

• How Often Should I Monitor My Online Reputation?

  Your online reputation is not just a snapshot in time, but a constantly evolving narrative shaped by customer interactions, reviews, social media mentions, and content associated with your brand. As such, continuous monitoring is crucial, though the exact frequency can vary based on the size of your practice, your current online reputation status, and other factors.

  The tools and specialized system we use at Rosemont Media can streamline the monitoring process, consolidating mentions from various platforms and making it easier to track them. Our vigilant team will remain on your side, ensuring your online presence is an asset to your business.

• What if I Find Fake Reviews About My Practice?

  Encountering fake reviews about your practice can be jarring and disheartening. Whether they’re negative or positive, fake reviews can skew the perception of your practice, mislead potential clients, and undermine your authenticity.

  But fear not; our experienced staff can handle this common issue effectively. We know a fake review when we see one, and we can help you recognize them, too. For instance, if you notice a review that is vague, lacks specific details about the service or experience, or seems out of context, it’s likely this review is fake. In such a case, we encourage you to bring it to our attention right away. We also advise you not to engage with any suspicious links that may be present in the review; this phenomenon is common in social media scams.

• Which Review Sites Should I Focus on for My Practice?

  With a plethora of review sites out there, it's essential to strategize where to concentrate your efforts. We’re here to guide you through some of the key review sites and directory listings, helping you manage your presence across multiple platforms. Some of these include:

  • Google Business Profiles: As the most widely used search engine, Google's reviews are highly visible and often the first point of contact between your practice and potential clients. A well-maintained Google Business Profile (formerly known as “Google My Business”) can allow you to manage how your practice appears on Google Maps and search results, making it easier for clients to find and review your services.
  • Yelp: Known for user reviews and ratings, Yelp is a popular site for healthcare practices. A strong presence on Yelp can help new patients discover your services and make informed decisions based on the experiences of others. Responding to reviews, whether positive or negative, can further demonstrate your practice's commitment to patient satisfaction and care. Learn how to improve your Yelp rankings.
  • Healthcare Sites: While mainstream sites are arguably the most important review platforms to encourage patients to visit, certain practices can benefit from industry-specific review sites, as well, such as RealSelf, Healthgrades, or Vitals. These websites allow you to reach potential patients actively seeking healthcare services.

  In addition, leveraging a platform like Yext can streamline the process of managing your online listings and reviews. By ensuring your practice's information is consistent and up to date across all these platforms, Yext enhances your visibility and makes it easier for clients to leave reviews. Additionally, Yext's dashboard provides valuable insights into your online performance, helping you understand client feedback and adjust your strategies accordingly.

• What Can You Do if My Practice Needs Reputation Recovery?

  If your practice has received a number of negative reviews or has been targeted by unfavorable articles, it’s essential to take a proactive approach to reputation recovery. At Rosemont Media, we specialize in helping healthcare providers bounce back from negative publicity. We do this by implementing a robust plan that focuses on generating new positive reviews, optimizing existing content to suppress negative results, and using strategic SEO techniques to rebuild your reputation. This can include creating new content that highlights your strengths, boosting positive stories, and carefully managing your online presence to reflect your practice’s true quality and values. With our experience and advanced tools, we’ll help you regain control of your online narrative and restore your good standing.

• How Can I Maximize the Visibility of Positive Reviews?

  There are several things you can do to help maximize the impact of positive reviews. Here are some steps to keep in mind:

  • Integrating reviews into your website by creating testimonials and reviews pages should be a top priority if that hasn’t already been done.
  • Highlighting detailed feedback as patient success stories (with consent) or showcasing reviews on social media (again, with consent) can also enhance their visibility. Platforms like Instagram and Facebook are excellent for amplifying positive feedback.
  • Maintain focus on your Google Business Profile. Patients who leave reviews there can significantly boost local search rankings, so it is important that you have claimed and optimized your GBP listing.
  • Responding to reviews professionally is essential. Thank patients for their positive feedback to show appreciation. Always ensure your responses comply with HIPAA by avoiding any disclosure of personal details. The section above on “Ensuring Patient Privacy in Online Reviews” has some guidelines.
  • Make it easy for patients to leave reviews by sending follow-up emails or texts with direct links to review platforms, and time your requests to follow successful treatments or appointments.
  • Diversify your presence by encouraging reviews on major platforms like Yelp or healthcare-specific sites such as Healthgrades and Zocdoc. Monitor these platforms regularly, and address any inappropriate or spammy reviews promptly.
  • Repurpose reviews in marketing efforts, such as social media ads or patient testimonial videos. By promoting positive feedback across multiple channels, you can enhance your online presence and attract new patients to your practice.