Ultimate Guide to Effectively Asking for Patient Reviews (Templates Included)

Key Takeaways on Effectively Gathering Patient Reviews

• Patient reviews significantly impact decision-making, with 8 out of 10 patients checking reviews before selecting a provider and 30% avoiding poorly-rated practices entirely.

• Deliver exceptional care first, as great reviews naturally follow great patient experiences. Then implement a team-based approach to consistently collecting reviews, while staying mindful of ethical and legal considerations.

• Make the review process simple with direct links, clear instructions, and optimal timing - requests sent midweek mornings see higher response rates, and two-way texting platforms can achieve 80%+ engagement.

• Avoid common pitfalls: never incentivize reviews, pressure patients, or respond defensively to criticism. Instead, use feedback constructively to improve your practice.

• Train staff, automate the process, and track performance across platforms to build a sustainable review system that enhances your online reputation and practice growth.

Why Patient Reviews Matter for Healthcare Providers

The Impact of Reviews on Patient Decision Making

Let's face it - your online reputation can make or break your practice these days.

Did you know that roughly 8 out of 10 patients check online reviews before picking a healthcare provider? It's true!

And they're not just skimming through a couple of reviews either.

Most patients (about 63%) read at least 10 reviews before making their decision, though many will form an opinion after reading just a handful.

What's also interesting is how much patients care about review date - 77% consider how recent the reviews are when making their choice.

This makes perfect sense when you think about it.

After all, most people (around 87%) read online reviews for local businesses, including medical practices, and they tend to trust these reviews almost as much as recommendations from friends or family.

Perhaps the most telling statistic?

About 30% of potential patients will completely avoid practices with poor ratings, no matter how great your services might actually be.

How Reviews Affect Your Practice's Visibility and Growth

Those reviews do more than just influence patient decisions - they affect how easily people can find you online in the first place.

Search engines like Google use reviews as one of the key factors when determining local search rankings.

Take North Texas Medical Center, for example.

They managed to boost their Google rating from a concerning 2.6 all the way up to an impressive 4.6 after implementing proper reputation management strategies.

That's a game-changer!

We've seen some remarkable success stories from practices with strong review profiles.

In one case, a psychiatry practice received so many glowing reviews that patients started traveling from well outside their normal service area just to receive care there.

Without this kind of social proof online, you might find your other marketing efforts aren't delivering the results you hope for.

The Value of Both Positive and Negative Feedback

Now, you might think negative reviews are always bad news, but that's not necessarily true.

They can actually help you spot and fix issues before they develop into major problems.

When handled well, addressing negative feedback can even turn a one-time visitor into a lifelong patient.

Interestingly, research suggests that negative information often provides stronger decision cues than positive information.

This aligns with what we see in practice - unhappy patients typically tell about 9 people about their experience, while satisfied patients only tell about 5.

How you respond to negative reviews really matters too.

When potential patients see thoughtful, constructive responses to criticism, it shows them you're listening and genuinely care about improving the patient experience.

Key Principles Before Asking for Patient Reviews

Focus on Delivering Exceptional Patient Care First

Let's start with the obvious - great reviews begin with great care.

Every single interaction with your practice shapes the patient experience, from how user-friendly your website is to how comfortable your waiting room feels.

Patients notice everything, right down to office cleanliness and yes, even how your bathrooms smell!

Simple touches can make a world of difference. Is your office easy to find? Does it feel welcoming when patients walk in? Do you greet patients by name and take the time to learn how to pronounce difficult names correctly?

These might seem like small details, but they're exactly the kinds of things that create the positive experiences that lead to glowing reviews.

Create a Team-Based Approach to Collecting Reviews

Getting reviews works best when your whole team is involved.

Try setting goals everyone can work toward and tracking progress in a visible place, like a board in your back office.

You might even challenge your staff to increase review numbers week by week to build some friendly competition.

The more your entire team buys into the importance of reviews, the easier the whole process becomes.

Consider making review requests a standard part of your office procedures - maybe with daily or weekly review counts to keep everyone motivated and on track.

Understanding Ethical and Legal Considerations

When it comes to requesting reviews, you need to tread carefully.

Offering incentives for positive reviews might actually violate anti-kickback laws in some states, and platforms like Google specifically prohibit this practice.

If you're using text messaging to request reviews (which can be very effective), make sure you're familiar with TCPA rules and MMA guidelines.

And of course, always ensure you maintain HIPAA compliance in all patient communications about reviews.

Keep in mind that reviews mentioning specific treatments might inadvertently reveal protected health information, so be thoughtful about how you frame your requests.

Best Practices for Requesting Patient Reviews

Timing Your Review Requests Effectively

Timing really is everything when asking for reviews.

Generally speaking, it's best to ask within a few days after appointments while the experience is still fresh in patients' minds.

We've noticed some interesting patterns in response rates - midweek requests typically see about 8-10% higher engagement than those sent on Mondays or Fridays.

Morning requests also tend to perform better, with roughly 5% higher response rates compared to afternoon requests.

It's usually best to wait until after you've delivered test results or discussed treatment options before asking for feedback.

Look for those "golden moments" in the patient journey when satisfaction is likely to be at its peak.

Making the Review Process Simple for Patients

If there's one thing to remember, it's this: patients are way more likely to leave reviews when the process is quick and painless.

Always provide direct links to review sites in your communications.

Tools like dhlink.co can be really helpful here - they let you create custom URLs that are trackable.

Clear instructions make a huge difference too.

Keep the review process to just 1-2 clicks whenever possible, and consider printing instructions for patients who aren't as tech-savvy.

The key is removing any friction that might cause patients to abandon the process halfway through.

And don't forget to ensure your review platforms work well on mobile devices, since many patients will be using their phones.

Creating a Consistent Review Collection System

Consistency is what turns occasional reviews into a steady stream of feedback.

Try to standardize your process for requesting reviews across all patient interactions.

Following up every appointment with a simple request for feedback helps make this a habit, and using automated systems ensures no patient gets overlooked.

You might want to develop specific templates for different types of appointments, and think about implementing a system that directs particularly positive feedback to public review sites.

When review collection becomes a routine part of your practice operations, the results tend to speak for themselves.

The Don'ts of Requesting Patient Reviews

Avoiding Incentives for Positive Reviews

This bears repeating: don't provide anything of value in exchange for positive reviews.

This includes not just direct rewards but also implying that patients who leave good reviews will receive preferential treatment or benefits.

Avoid contests or drawings that require leaving a review to enter.

Review platforms are getting increasingly sophisticated at detecting incentivized reviews, and they often flag and remove them.

Platforms may even penalize you for these practices, which can hurt your visibility.

The short-term gain simply isn't worth the long-term risk to your reputation.

Steering Clear of Pressuring Patients

Nobody likes feeling pressured, especially in a healthcare setting.

Never suggest that a positive review would somehow improve your relationship with the patient or affect their care.

Avoid coming across as desperate or pushy when asking for feedback.

Other things to avoid: suggesting specific star ratings or wording, repeatedly asking the same patient, requesting reviews from patients who are visibly distressed or in pain, or making patients feel guilty if they choose not to leave feedback.

Remember, reviews should be genuine reflections of patient experiences, not obligations.

Managing Negative Reviews Appropriately

We all get negative reviews sometimes - it's how you respond that matters.

First rule: never reply when you're feeling upset or defensive.

Take time to cool down and consider the feedback objectively.

Avoid defensive or combative responses to criticism.

Instead, try to see negative reviews as valuable feedback that can help improve your practice.

Never share protected health information when responding publicly, even if the patient shared their own information first.

And absolutely avoid legal threats or intimidation, which almost always backfire and further damage your reputation.

Effective Channels for Requesting Reviews

In-Person Review Requests

Face-to-face requests can be incredibly effective when done right.

Train your front desk staff to naturally mention the value of patient feedback during checkout.

When patients provide positive verbal feedback ("Thanks, Dr. Smith, I feel so much better!"), that's your perfect opportunity to ask if they'd mind sharing that experience online.

Pay attention to body language and tone when asking in person - it should feel like a natural extension of your care, not an awkward add-on.

Having QR codes available that lead directly to review platforms can make the process quick and convenient for patients as they're leaving your office.

Email and Text Message Strategies

When it comes to email requests, brevity is your friend. Keep messages short with a clear call to action.

Catchy subject lines like "Quick Favor - Can We Get Your Feedback?" tend to perform well in our experience.

Personalization makes a big difference - include the patient's name and specific visit details when possible.

A brief explanation of why reviews matter helps patients understand the value of their feedback.

And of course, always include direct links to review platforms to make the process as simple as possible.

If you don't get a response within a week, a single follow-up is appropriate, but more than that can feel pushy.

Template for Email Request:

Subject: Quick Favor - Can We Get Your Feedback?

Hi [Patient Name],

Thank you for visiting [Practice Name] on [Date] for your [appointment type]. We hope your experience with Dr. [Provider Name] met your expectations!

Your feedback helps us continue to provide great care and helps other patients find the right provider. Would you take a moment to share your experience?

[Direct link to Google Reviews]

We appreciate your time and look forward to seeing you at your next appointment.

Best regards,

[Practice Name] Team

Template for Text Message Request:

Hi [Patient Name], thank you for visiting [Practice Name] yesterday! How was your experience? We'd appreciate it if you could share your feedback: [Direct link to Google Reviews] Thank you!

Leveraging Two-Way Texting Platforms for Higher Response Rates

If you're serious about collecting reviews, two-way texting platforms are worth considering.

These interactive messaging systems typically get much higher engagement than one-way messaging or emails.

For instance, solutions like Dialog Health have helped many healthcare organizations achieve response rates above 80%, which is pretty remarkable.

One of the main advantages of text messaging is the open rate - SMS messages boast an impressive 98% open rate compared to email's modest 20%.

Mobile-friendly review links in texts remove barriers to completion, and the immediate nature of texting allows for quick patient responses.

To give you a real-world example, one ambulatory surgery center using Dialog Health saw 83% of patients respond to their text-based satisfaction surveys.

Other outpatient centers have reported nearly 1000% increases in Google reviews after implementing texting software, with one organization seeing a 921% average increase in completed reviews per center.

Social Media Engagement Opportunities

With over 80% of Americans active on social media platforms, these channels offer excellent opportunities for review requests.

Your practice's Facebook page can be a great place to ask engaged followers for reviews, and targeted posts can encourage patients to share their experiences.

With permission, you might also share testimonial graphics that highlight positive patient experiences, which often encourages others to contribute their own feedback.

The social and community aspects of these platforms can create a positive momentum for review collection.

Template for Social Media Post:

We value your feedback! Your reviews help us improve our care and help new patients find us. If you've visited us recently, we'd love to hear about your experience. Click the link in our bio to leave a review, or search for us on Google. Thank you for being part of our patient family!

[Image of your healthcare team or a thoughtful quote from a past review with patient permission]

Phone Call Follow-Ups

Don't overlook the power of the good old-fashioned phone call.

If your practice makes follow-up calls anyway (and you probably do), it's easy to incorporate review requests into these conversations.

Simply ask about their recent experience and then transition naturally to asking if they'd mind sharing that feedback online.

Having loose scripts available helps ensure consistency, but encourage your staff to adapt them to sound natural rather than rehearsed.

A genuine request during a caring follow-up call can be very effective.

Maximizing Results with Two-Way Texting

Setting Up Automated Review Request Campaigns

If you decide to use a platform like Dialog Health, you can set up automated text messages to go out after appointments.

The sweet spot for timing seems to be about 48-72 hours post-appointment - soon enough that the experience is fresh, but allowing a little time for treatment benefits to be felt.

You can create different campaigns for various appointment types, and include simple satisfaction questions directly in the texts for immediate feedback.

The system can even be configured to automatically follow up with patients who don't respond initially.

The results can be dramatic - one outpatient organization achieved a 948% increase in Google reviews after implementing automated texts.

We've also seen average Google ratings improve significantly, with one group reporting an increase from 4.1 to 4.8 stars (a 17% improvement).

Personalizing Text Messages for Better Engagement

Even automated messages should feel personal.

Always include the patient's name and reference specific details about their visit - the date, type of service, and their provider's name, for example.

This personal touch creates a connection that generic messages simply can't match.

Keep the language casual and conversational so it feels like a real person is reaching out, not a robot.

Of course, always maintain HIPAA compliance by avoiding specific treatment details or diagnoses in your messages.

Including Direct Links to Review Platforms

Make leaving a review as effortless as possible by including direct links in your messages.

Services like dhlink.co are particularly useful for healthcare practices because they create HIPAA-compliant, trackable links.

While there are many review platforms out there, focusing your efforts on the big three - Google, Facebook, and Healthgrades - will usually give you the most bang for your buck.

Using different custom links for different campaigns lets you analyze which approaches are most effective, and make sure all your links work seamlessly on mobile devices without requiring patients to log in first.

Timing Text Messages for Optimal Response

Just like with other communications, when you send your text requests matters.

Aim for business hours when patients are likely to be able to respond immediately.

Tuesday through Thursday generally yields the best response rates, and morning messages (especially between 9-11am) often outperform afternoon ones.

It's usually best to avoid weekends and holidays when patients are less engaged with healthcare-related communications and more focused on personal time.

Implementing a Successful Review System

Training Your Staff to Request Reviews

Your team needs to understand why reviews matter before they can effectively request them.

Take time to train all staff members on the importance of online reviews to your practice's growth and reputation.

Teaching active listening techniques helps staff identify satisfied patients who might leave positive reviews.

Provide flexible scripts for different scenarios, and demonstrate appropriate body language and tone for in-person requests.

Role-playing exercises can be particularly helpful, allowing staff to practice until requests feel natural and comfortable.

Some practices find success by incentivizing staff based on review request volume or success rates.

It's worth remembering that patients who are specifically asked for feedback are about 2.3 times more likely to actually submit online reviews, so training your team to ask properly is time well spent.

Automating the Review Collection Process

While the personal touch matters, automation ensures consistency and prevents patients from falling through the cracks.

Consider implementing software that sends requests automatically after appointments and configuring your systems to direct particularly positive feedback to public review sites.

You can set up different workflows that trigger specific messages based on appointment types, and integrate review systems with your practice management software for seamless operation.

For example, Walnut Creek Dental Studio gained over 125 Google reviews in just a few months after implementing an automated system.

In another case, Dialog Health's automated system saved one healthcare organization from having to make more than 75,000 individual phone calls - talk about efficiency!

Measuring and Tracking Review Performance

What gets measured gets improved, so keep track of how your review collection efforts are performing.

Monitor response rates to different request methods and track which review platforms yield the highest engagement for your specific patient population.

Pay attention to the conversion rate from requests to published reviews, and regularly analyze star ratings across different platforms.

This data will help you refine your approach over time, focusing on the methods that work best for your unique practice and patient base.

Responding to and Managing Reviews

Addressing Negative Feedback Constructively

When you do receive negative reviews - and every practice does occasionally - try to respond within 24-48 hours.

Start by thanking the reviewer for bringing their concerns to your attention.

Acknowledge their experience without dismissing it, even if you see things differently.

Offer to take the conversation offline to resolve issues, providing contact information for a follow-up discussion.

Most importantly, use the feedback to implement actual improvements in your practice where warranted.

Never argue with patients in public responses, no matter how tempting it might be!

The results of handling negative feedback well can be remarkable.

We've seen healthcare centers improve from mediocre 2.9-star ratings to outstanding 4.8-star ratings simply by addressing feedback constructively and making needed changes based on patient input.

Acknowledging Positive Reviews

Positive reviews deserve acknowledgment too!

Respond promptly to show your appreciation, and keep your responses authentic rather than using the same cookie-cutter reply for everyone.

Thank patients specifically for taking the time to share their feedback, and reinforce your practice's commitment to quality care in your responses.

This not only makes the reviewer feel valued but also strengthens the positive impression for future patients reading the exchange.

Using Review Insights to Improve Your Practice

The real power of reviews lies in what they can teach you about your practice.

Look for patterns in feedback to identify potential systemic issues, and make a point of sharing constructive feedback in staff meetings.

Use positive reviews to reinforce successful approaches and recognize team members who are providing exceptional care.

Create concrete action plans to address common complaints, and track improvements in specific areas mentioned in reviews over time.

Patient feedback can guide your staff training initiatives in extremely valuable ways.

Make reviewing patient satisfaction metrics a regular part of your leadership team meetings.

When you use reviews as a tool for genuine improvement rather than just as a marketing tactic, the increased ratings become a natural side effect of providing truly better care.

Boost Your Review Collection by 900%+ with Dialog Health

Gathering patient reviews shouldn't be a constant uphill battle.

If you're tired of low response rates, inconsistent collection processes, and spending hours on follow-up calls that go nowhere, there's a better way.

Dialog Health's two-way texting platform has helped healthcare providers achieve remarkable results:

• Increase Google reviews by up to 1000% with automated, personalized text requests

• Achieve 80%+ response rates compared to email's typical 20%

• Save hundreds of staff hours by eliminating manual follow-up calls

• Segment requests by appointment type for more targeted feedback

• Track results with healthcare-specific, HIPAA-compliant analytics

Our platform makes implementing everything you've read in this article incredibly simple.

With Dialog Health, you can send perfectly timed review requests, personalize messages automatically, create branching conversations based on patient responses, and turn positive feedback directly into public reviews.

Request a Demo Today and discover how Dialog Health can transform your patient review strategy in just weeks, not months.

Angela Hoegerl, Sr. Director of Client Success

Written by Angela Hoegerl With almost two decades of experience in client success and implementations for major hospitals and health systems, Angela has developed a deep understanding of how to drive successful outcomes for clients and ensure seamless execution of projects.Angela's commitment to her clients' success is evident in her meticulous approach and unwavering dedication to providing top-notch service. In her personal life, she is passionate about spending quality time with her family, three children and four cats.Balancing her professional and personal life has given her a unique perspective and the ability to bring empathy and understanding to her work.