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Stop Ignoring Online Review and Rating Sites

Marianne Aiello, for HealthLeaders Media, March 20, 2013

Yelp
Yelp is one of the oldest and most respected customer review sites, and is the go-to for most internet users.  Your organization is most likely already on there. Go ahead, search for it (in a new tab, please). See?

Furthermore, a study published in the BMJ Quality and Safety Journal found that high Yelp ratings for hospitals correlate with high HCAHPS ratings, as well as with lower readmission and mortality rates.

If you see negative reviews on Yelp, respond to the poster to apologize for their grievance, ask what could have made their experience better, and, if possible, to see if you can rectify the situation. When organizations take the extra step to make amends, Yelp users will often update their review to reflect it.

Angie's List
Angie's List is a membership service that compiles consumer ratings for companies and contractors nationwide. This review site has been growing in popularity and counts among its service categories hospitals, primary care providers, and several medical specialties.

It is seen as a legitimate resource because it doesn't allow anonymous reviews and because it uses a certified data collection process that prevents companies from reporting on themselves or their competitors. By the way, businesses do not pay to appear on the site—they are only added when a paying member submits a positive review.

Typically, Angie's List focuses on promoting the best of the best, so most of the reviews are positive. If there is a negative review, however, the site does allow organizations to respond.

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