#1: Use Review Platforms Responsibly
Platforms like Google MyBusiness give business owners the option of responding to reviews publicly. When responding, you should never confirm that the reviewer is a patient or disclose any information about their visit, to comply with HPCSA.
A response to a negative review will help build trust with the reviewer and establish trust with any other potential patients who come across it. 74% of patients trust reviews as much as a personal recommendation.
Even a small note to a concerned patient can let them know that you care about their experience and that you’re willing to improve.
#2: Provide Useful Content
A popular way to build trust with a community, whether or not they are already patients, is to provide useful and reliable information. Patients are more likely to trust providers who provide educational content on digital platforms.
This content is usually hosted on your website and could be shared on social media or email. While content is essential to building trust, the goal is to get patients into your practice for the best possible care. Your content should remind patients of the importance of medical intervention and include a call-to-action for patients to call or fill out a contact form.
#3: Keep Communicating Online
Follow-up phone calls and emails can be a great way to re-engage patients or show that you care. Many of today’s patients use the internet as a primary means of communication.
The future of healthcare delivery is digital. If you have the option, it’s in your best interest to give patients more digital access to you and your team.
Respond to direct messages and comments on Social Media, and acknowledge your reviews and reviewers and try to maintain an active presence online to show your patients that you’re available, knowledgeable, and that you care.