April 20, 2018
Last week Google quietly updated its Review Policy, which will change how businesses can solicit reviews from their customers. Google’s new policy explains that if you’re soliciting reviews from customers, then you need to ask all of them for reviews regardless of their experience. In addition, Google added a policy earlier this year that advises businesses against asking customers for reviews in bulk, which suggests asking customers one at a time.
Google’s Review Policy changes, highlighted above, state:
As we discussed before, Google is one of the top sites for ratings and reviews in healthcare. Therefore, it’s crucial that healthcare providers adapt to these changes in order to manage their online reputation — the right way.
Doctible is a platform that helps doctors attract and retain patients. One way our platform does this is with our Reputation Management solution. This solution automates collection of patient feedback, provides useful analytics on patient sentiment, and helps providers generate reviews via review requests.
We have always recommended sending review requests to all patients — regardless of experience — so that all patients are heard. To further comply with Google’s new policies, we have instituted the following terms to our Reputation Management solution.
We believe this new change is a positive step for healthcare providers. More than 70 percent of patients start their search for healthcare providers online. Patients are savvy consumers that understand not every review will be a 5-star experience. They know that nobody’s perfect. And transparency builds trust with healthcare providers, which is key to attracting new patients.
All new customers will have their Reputation Management solution configured to comply with Google’s new Review Policy. Existing customers will have a few weeks to migrate to the new experience.