Tag Archives: content

5 surprising things we learned about your patients in 2013

1. Time-related concerns are the #1 complaint in plastic surgery patient reviews

clockMost bad reviews are not complaints about the quality of results, but about the patient experience. Patients most often express sentiment within themes of time, communication, and money. They are frustrated by service and communication failures and their negative reviews focus on these issues.

But in 5-star (highly-satisfied) reviews, patients focus on their positive emotions, i.e., comfort, outcomes and next steps. They are happy and satisfied. They plan to stay in the practice and help it grow.

What to do: If you want to change the tone and content of future reviews, then you need to attack service problems at the source.

2. After restaurants, consumers read reviews of doctors and dentists more than any other category.

Most people read less than 10 reviews before forming an opinion of you, and they read less reviews before forming an opinion than they did a year ago. Nielsen recently reported that 68% of consumers trust online review content, and an astonishing 70% take action after reading consumer opinions posted online.

The only type of advertising to inspire more action than online reviews is a recommendation from a friend. Reviews are more powerful all other media including TV, websites, newspaper ads, email marketing, print ads, and billboards.

What to do: You need trustworthy, relevant, recent reviews. A lot of them.

3. Consumers require negative reviews to believe positive reviews

Thumbs-Up-Thumbs-DownPatients who rate their experience as neutral, dissatisfied, or highly dissatisfied represent only 4% of the survey totals for overall satisfaction.

A number of studies have determined that consumers require a small amount of negative feedback in order to confidently believe positive feedback.

What to do: Stop freaking out about negative reviews! (Easier said than done, we know…)

4. Proactive price education = stronger SEO, more leads, better consults, and more cases

Patients who are prepared for the cost are 21% more likely to schedule on the spot, at the end of their consult. Rather than worried about a financial surprise at the end of the consult, they are focused on absorbing your expertise about the procedure.

“Cost” and “Price” are two of the strongest keywords there are! Neglecting to include them on your website is costing you a pretty decent amount of web traffic. Just like in the consultation, a prospective patient visiting your website looks for cost information in order to move forward in their research process. If you answer their question, they can move on to learn about the procedure, look at your beautiful photos, and contact you for a consultation.

What to do: Put general price ranges on your website and share cost information over the phone before the caller asks.

5. Prospective patients who read reviews are ready to buy

A year’s worth of data gathered from 14 plastic surgery practice websites shows these visitors who read reviews at part of a visit convert at least twice as often as those who don’t. (In this case, “convert” simply means they completed a form on a website.)

What to do: If you want more leads, consults, and cases, add reviews to your own website.

Are you in a Penguin panic? A Google Penguin Recovery Guide for Plastic Surgeons

Last month’s “Penguin 2.0” Google algorithm update caused some plastic surgeons to lose rankings or even disappear from search results altogether.mobile-rankings-plummet

In a nutshell, the Penguin update caused a decrease in the importance of certain links and increased the value of content on your website.

RealPatientRatings was unaffected because our SEO strategy has always been 100% content-based, and our mission is only to help our members with their own SEO.

Have you ever worked with an SEO person or company that purchased links to your website on your behalf? How would you even know if you had?

If your website recently disappeared from the search results, it may have been Penguin at work.

5 things you need to know about Penguin:

penguin-head1. His name should really be Turtle

Because a turtle more accurately represents the principle of “slow and steady wins the race.” There’s no way to game the system here and there never has been.

2. Losing rankings as a result of Penguin is not the same as a penalty

You’re not in trouble, it’s just the result of a recalculation of the strength of your inbound links. Like that bad SEO had never been done in the first place. If you had a lot untrustworthy links pointing to your site, they are now worth nothing. Another website with more trusted links than yours is likely on top of the page now. (A penalty is much harder to correct and is the result of very bad behavior.)

3. Getting good links is hard, but not impossible

If you have a blog, you should be linking to your colleagues and they should be linking to you from original articles that you write. You should be answering questions and contributing on RealSelf.com. You should be included in legitimate business and professional websites, like your local Chamber, state plastic surgery society, plasticsurgery.org, surgery.org., et al. You should have a Youtube account and a Google+ Business page. All of these sources and many more add to your credibility and improve your rankings.

4. Remember that Google shows different results to different people

Searches vary greatly based on search terms, location, and personal search history. If the number of visitors to your website hasn’t changed much but your rankings appear different, don’t freak out! Most people find you by searching for your name, which won’t be affected by Penguin at all.

5. Do not fall for a sales pitch to “fix it” that sounds too good to be true

This is what caused the problems in the first place! You can fix it without spending a ton of money. Being the good guy does not always have to be time consuming, challenging, and expensive.

What should you do if the Penguin got you?

First, read Search Engine Journal’s recent article “Penguin 2.0: Your Roadmap to Recovery.” Take to heart the recommendation that you learn and understand the 3 pillars of SEO (content, links, and social media), and ensure your SEO plans incorporate all three pillars going forward. Focus only on quality and building value for your readers.

Here’s where RealPatientRatings can help.

The 3 pillars of SEO are easily and affordably delivered to you.

  1. Content: automatically publish reviews on your own website
  2. Links: valuable followed links to your website & social media pages
  3. Social media: Share your great reviews on Facebook and Twitter

If you have found yourself in a difficult situation because of the Penguin update, RealPatientRatings outbound links and content feeds will help you recover quickly. We are now and will always be a solid and trustworthy part of your web “neighborhood.”

More resources:

Don’t fear the Penguin (Google algorithm update)

I feel old today, in a good way.penguin-head

Early in my career I recall having week-long panic attacks when Google made even the slightest change to the algorithm. Last week’s Penguin 2.0 update is causing some plastic surgeons to lose rankings or even disappear from search results altogether.

I decided many years ago that I’d follow my instincts and only do “real” SEO…. this meant always writing original content, getting only real links the hard way, never taking shortcuts, and even losing clients who didn’t agree with my “be the turtle, not the hare” philosophy. I’m proud to say i’ve never bought a link in my life.

I just didn’t think real prospective patients would respond to phony content and if I was going to write content, darn it, it would be readable and interesting. I also believed from day one that nothing really mattered except conversions, and I wanted to create a relationship online that would generate GOOD leads for clients, not just any old leads.

turtle-this-is-me

Score one for the good guys!

For the better part of a decade, our competitors who just bought their way to the top using questionable tactics were neck-and-neck or even beating my clients. This was incredibly frustrating, especially in those rare cases where I had to say it’s just not possible to beat the bad guys.

Being the good guy is time consuming, challenging, and expensive. But today we’re vindicated a little by the second Penguin update, which instantly devalued thousands of the crappy links that helped the bad guys win for so long!

This is not a sales pitch. This is who we are… every website I’ve ever worked on has been done the hard way, and that includes RealPatientRatings. If you suffered losses in rankings from Penguin 1 or 2, our links and content feeds will help you and so help me, we will always be a solid and trustworthy part of your web “neighborhood.”

The word “real” is more than part of our business name, it’s also how we serve our members. Real data that helps practices grow, real reviews only from real patients, and real results.

Plastic surgery shoppers Google the strangest things

1602642It can be useful to look at patterns in keywords to get a view inside your consumer’s thought process.

One way to do this is to filter in Google Analytics on the words what, where, how, and why. As an example, we filtered 14 months of searches including the word “what.

The most obvious pattern is consumers seeking cost information. If you aren’t sharing price ranges on your website, we think you should. (For more on this topic, see Marie Olesen’s article “Why plastic surgeons shouldn’t keep prices secret”).

Another recurring theme seems to be around pain control.

Here are some actual phrases consumers used to find the RPR website:

  • surgery with dr lee daniels eugene oregon what to expect
  • what is a bair hugger
  • dr simeon wall what pain medicine does he after tummy tuck
  • explain what you feel when your skin have incontact with plastics
  • show patient-rated doctos in georgia and what they had to say
  • sidelaze practiced in what cities
  • touchmd what is it
  • what are the root causes of plastic surgery as an epidemic
  • what can i do if i’m not satisfied with my plastic surgery results
  • what does dr john diaz offer after the operation
  • what does dr steven teitelbaum charge for augmentation
  • what does dr. chasan charge for rhinoplasty
  • what if my doctor won’t refer me for scar revision
  • what is dr paul chasan fee for rhinoplasty
  • what is rpr facial rejuvenation atlanta
  • what is the best consult to surgery ratio for plastic surgeons?
  • what is the cost of implants at greg ratliff
  • what is three legal and factor of a plastic surgeons
  • what is typical recovery time mastioplasty
  • what kind of plastic surgery is there
  • what largest implant dr joanthan kramer has done
  • what makes dr. robert hardesty of riverside unique
  • what pain meds do dr prescribe for mommy makeover
  • what people say about dr. shaw plastic surgeon
  • what to ask at a pre op for mommy makeover
  • what to look for on a plastic surgeons cv
  • what to write in comments on a patient survey
  • what type of liposuction does michael chairamonte
  • what’s the average cost for dr nein

Whether you have a large practice or a small one, writing content by studying to patient data is a fantastic way to communicate with your audience.

Now that RealPatientRatings.com has more than 10,000 reviews to study, it will be interesting to analyze deeper patterns of consumer keyword searches. We’ll be sure to share our findings with you!