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.