When a physician gets a poor review from a patient online, they may wonder what they could have done clinically to make the situation better. But they usually aren’t thinking about patient service.
New research, however, indicates that poor reviews and ratings from patients have little, if anything, to do with the physician’s clinical expertise. Instead, they come from less than adequate customer service.
According to a recently published study in the Journal of Medical Practice Management, only 1 in 25 patients who rated their provider with two stars or fewer on a review website were unhappy with their physical examination, diagnosis, treatment, surgery or health outcome.
Physicians Practice discussed the results of the survey in a two-part interview with the lead author, Ron Harman King, CEO of Vanguard Communications, a marketing and public relations firm for medical practices.
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About Vanguard Communications
We provide education-focused healthcare marketing with a strategy guaranteed to bring in new patients. Through our MedMarketLink program, Vanguard combines the disciplines of online and offline PR, strategic marketing and information technology for healthcare providers.