The Patient Experience: A Quick Guide to Reputation Management for Healthcare

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Inside this report, we cover:

  • The Disconnect in Patient Experience
  • What Patients Seek in Medical Care
  • How Online Reviews Changed the Game
  • The Importance of High Star Ratings
  • The 5-Star Problem
  • Online Reviews Are Driving Market Competitiveness
  • What is Influencing Patient Ratings
  • Measuring the Patient Experience
  • The Net Promoter Score®
  • What the Net Promoter Score® Means for Your Business
  • What to Do If You Get a Negative Review
  • Using Feedback Within Your Medical Practice
  • How to Use Feedback in Marketing

The impact the patient experience has on a medical practice’s success is vastly under-rated. There is a misconception that the clinical aspect of medical care is the sole factor in a consumer’s opinion of the practice and that hospitality doesn’t matter. In reality, it is patient experience that is a main driver for consumers to leave positive online reviews, give word-of-mouth recommendations, and visit the practice again. Patients are developing their opinion of your practice from before they even schedule an appointment to the moment they walk out of the building after their visit.

Patients are concerned about the quality of service at all touchpoints of their visit and are sharing their experience through word-of-mouth and online reviews. The growing impact of sites like Yelp have completely altered and revolutionized how patients approach selecting and referring a doctor. Proactively managing the patient experience can help you secure positive reviews and benefit from a strong online reputation.

There are huge advantages to a positive patient experience when it comes to provider success in the healthcare industry. As the competition continues to rise, medical providers need to focus on the entire patient encounter now more than ever. When you ignore the importance of the patient experience you might see a decrease in revenue and an increase in costs for your business.

So, we wanted to create this book to give you a roadmap to successfully managing your practice’s reputation. We will review the three Rs of managing your practice’s reputation and make sure you have a clear plan to take charge of the patient experience.


This section will discuss the importance of patient feedback and having high star ratings in the medical industry. By understanding what influences ratings and how to evaluate whether or not you are currently delivering on your service promises you can develop a plan to manage and boost your practice’s reputation using feedback and ratings.


In this section, we will discuss how you can gather your own data about your patient’s experiences by using a popular method used by Fortune 1000 companies­ a single question to check the blood pressure of the patient experience at your practice. The score provides a measure of the patient experience and provides you with with a common language that everyone in your organization can easily understand.


The reputation section will give you practical ways to identify and prioritize the voice of your patients and help your practice become more patient-centric. Positive feedback can be used in your marketing strategies, including as assets on social media and your medical practice’s website. Both positive and negative feedback can be used to improve business processes and improve the patient experience.

By the end of this book, you should understand not only the relevance of the patient experience to the growth of your medical practice but also how the Rating, Response, and Reputation strategies we cover can make this process easier to manage.