For use with NexHealth Templates and Communications - Reviews
Overview
Use feedback from reviews
Customers may leave feedback either publicly for a positive review, or privately for a negative review.
Positive reviews
If a patient had a great experience and rates it as a 4 or 5, they will be prompted with a link to leave a review directly on your Google Business page. This way, positive experiences are shared publicly, helping to boost your reputation.
Negative reviews
If a patient did not have a great experience and rates it as 1, 2, or 3, they will be asked to leave feedback, which is shared only within NexHealth.
This allows you to handle negative feedback in a more controlled manner.
Analyze reviews - Reviews → Performance
You and your staff can view these reviews in your NexHealth dashboard by navigating to Reviews, and then selecting Performance.
Clicking on the patient's name allows you to see their rating and view any feedback, so you can address it directly in a conversation with the patient. This way, negative feedback is managed privately and does not reach Google.
Best practices for reviews
The goal of NexHealth Reviews is to make handling feedback easier and to boost your reputation by publicly promoting positive experiences and privately managing negative ones.
In general, while 70% of patients look to online reviews to help them decide how to choose a provider, only 10% - 15% of patients industry-wide leave reviews, and are most likely to do so only after a very positive or very negative experience.
Ask happy patients to leave reviews.
The MOST effective way to increase your reviews is to let happy patients know how much you appreciate them leaving a review about their experience and ASK them to leave a review.
Let patients know you’d appreciate a rating and post to Google.
Explain to patients that they will receive a message asking them to rate their experience from 1 - 5, and then a prompt to post to Google. Let them know you'd appreciate it if they do both.