Responding to Reviews
Reviews are an important part of managing your reputation and online presence. Once you've enabled Reviews in Leap, don't just set it and forget it. Think about what you want to do to cultivate a great reputation for your practice. We've outlined some tips below to get you started! 💪🏼
Tip
Don't forget to keep HIPAA-compliant when responding to reviews. Avoid using specific appointment details in your response (provider info, treatment details, etc) to protect your patients' privacy--even if the patient reference anything themselves.
Create "canned" responses - Make life easier for yourself by creating a few responses that you can quickly copy & paste to respond to each review. Here are a couple examples to get you started 📝, but also think about how you can change them up to fit your office's workflow, branding, and feel.
For positive reviews:
Generic response: Thanks for the great review! We're so happy to hear you had a pleasant experience at your last visit.
Generic response: Thanks for the review! We've spent a lot of time thinking about how to make your experience great, so we appreciate it.
Praise for a specific person or team: Hi, thanks for the shoutout . We agree and will pass this message along. 😁
Parent/guardian praise: Hi, so glad to hear that they had a good experience! We look forward to seeing you both again soon.
For negative reviews:
Follow up response: Hi there, I'm sorry to hear about your experience. I'd like to follow up to learn how we can do better. I'll be reaching out separately to discuss your experience with you.
Follow up response: Hi there, we're always looking to improve so I'd love to talk to you more about your experience. Please email us at [email address], or call us at [phone number] so we can discuss what we can do better next time.
Get your staff involved - Assign one person to monitor and respond to reviews on a regular basis. This person can also escalate negative reviews to management if the need arises.
Respond to all reviews - Whether reviews are positive or negative, respond to them all. This shows people you care about what they think. Prospective patients often use reviews to determine whether they want to schedule a new appointment so showing your interest makes a difference.
Don't ignore negative reviews - Maybe someone in your office had an off day or maybe there's just something you can do better that you didn't know about. No one's perfect! Let the reviewer know you'll reach out to see what improvements can be made; then, listen to them to learn what happened. And if things go well, you might even ask them to update their review if they come back for another visit.
Make the most of positive reviews - Ask the reviewer to showcase their experience in a patient testimonial for your website.
Review your office processes - Based on both positive and negative feedback, decide what you want to keep doing and determine how you can turn negative feedback into positive changes. Was a reviewer surprised about a cost? Did they feel their concerns were disregarded? You can address issues like this by updating office policies and procedures or retraining staff when needed.
And don't forget to celebrate! 🎉 The good reviews reinforce how awesome your staff is and give you an opportunity celebrate all your hard work. The critical reviews give you the information you need to make changes and heck, those may turn into a positive review the next time around. 💪🏼