It is simple really, and its all down to a combination of human motivation and how we interact with the web. People are just more motivated to write negative reviews, often in the heat of the moment, and often putting the blame on the wrong agency.
The two reactions to this behaviour....
1. Logical: these are just 17 opinions out of many thousands, of course some people are going to be unhappy/disappointed but this should not colour a prospective - or existing - patient's view of the surgery.
Reviews like this do get read - and do influence people - witness the eight 'thumbs up'. The fact that the review has not been responded to by the surgery serves to further endorse the patients' opinion
2. Emotional: "How can I possibly entrust my health and welfare to a surgery that scores so low (and/or has so many negative reviews)?"
Everyone reads reviews nowadays, and their reaction is likely to be a combination of both.
No-one has to actively search for Google reviews, they are displayed in every search. In addition, many more reviews are being written - sixteen of the seventeen reviews of the surgery above have been written in the last two years and fourteen of those in the last twelve months alone. That pattern is not going to reverse itself any time soon.
Surgeries must engage - with Google. That does not mean abandoning any current patient feedback mechanisms, far from it, but it does mean incorporating modern professional review management into their interaction with patients.
Otherwise: dissatisfied patients will continue to post to Google, just in increasing numbers (as more and more people find they are able to write a Google review).
Then send an email or text to the patient asking them for a review to be independently verified and moderated by HelpHound, potentially misleading or inaccurate reviews to the surgery so they can engage with the patient pre-publication, reviews displayed on the surgery's own website and then invited to Google.
We are here to provide you with professional advice, and to design a review management strategy that dovetails with the way you operate your particular surgery, not shoehorn you into some 'off the peg' reviews solution.
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