Press release

4 Critical Factors of Successful Patient Experience, Retention: New Chatmeter Report for Multi-Location Healthcare Systems

Sponsored by Businesswire

the leader in local search marketing and review management, today
releases a deeper inspection of the healthcare industry’s preparedness
for the ubiquity of “near me” patient searches and rise of digital
demands in the ‘age of the consumer.’ The latest edition of Chatmeter’s
Local Brand Report:
Role in Healthcare
, focuses on how national healthcare
systems fare at local reputation and where they can improve via reviews,
listings, local SEO and business pages.

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In its analysis of real consumer data, Chatmeter finds that while the healthcare industry is steadil ...

In its analysis of real consumer data, Chatmeter finds that while the healthcare industry is steadily increasing its attention to the impact of online reputation and patient engagement, there is a long way to go to for health services to be fully optimized for success in the digital age of the consumer | (Graphic: Business Wire)

Six months since the mergers of CVS-Aetna and Cigna-Express
made waves in the industry, there is significant opportunity
and competitive demand for national-scale healthcare providers to take a
local approach. As Google cites a 900% increase in “near me” consumer
searches and 72%
of patients turn to online reviews when selecting a healthcare provider,
the industry must adapt to patients searching for doctors much like they
find dinner spots.

“In many ways, the healthcare industry has taken massive strides towards
embracing the future generation knocking at their door,” says Collin
Holmes, Founder and CEO of Chatmeter
. “Taking the time to manage
reviews and interact with people is an absolute must, but there is still
a lot of work to be done in order to stay current, relevant and
discoverable across all channels.”

Local Brand Report: Reputation’s Role in Healthcare

Highlights of the report include:

  • Healthcare systems are more attentive to reputation management than
    retailers –
    On average, healthcare systems are responding to 38%
    of online patient reviews. This is surprisingly high for such a
    risk-averse industry, and in comparison to the retail
    industry’s review response rate of 1.4%
    . Healthcare also shows a
    rapidly growing attention to online reviews, as its rate of response
    increased from a year-long average of 21%.
  • Listing accuracy must improve for national systems to succeed
    locally –
    the healthcare industry struggles to maintain an
    accurate depiction of its businesses in listings across platforms such
    as Google, Yelp, Healthgrades and ZocDoc. It stands 16% below the
    Chatmeter standard, a major red flag as listing accuracy accounts for
    35% of Google search engine rankings.
  • Patients know what they need, but not who they need it from – The
    healthcare industry ranks low in ‘unbranded keyword’ optimization,
    meaning patients and search engines can find them if they search by
    specific clinic or doctor name, but not by generic terms such as
    “hospital” or “doctor,” which account for 82% of their queries.

Chatmeter’s report finds that as a whole, the healthcare industry is
priming itself for success but has room for improvement when it comes to
optimizing for emerging technology and consumer demands. Despite the
complexity of hyper-sensitive data and stringent regulations, healthcare
is notably ahead of retail in regards to review response rates, putting
it on the path to Voice
Engine Optimization
as consumers naturally begin turning to
voice devices for medical needs as well as consumer queries.

Chatmeter used real consumer data to determine the biggest areas of
opportunity for a brand to increase its visibility in search results and
improve the customer experience in the healthcare space.

To learn more about findings from this report, visit Chatmeter at
Healthcare Marketing & Physicians Strategies Summit today in Chicago at
booth #40 or read more on Chatmeter’s blog:

About Chatmeter

Chatmeter (
helps enterprise brands and agencies managing multiple locations
increase their revenue. Since being the first Local Reputation platform
in 2009, they now analyze and improve over 1,900,000 storefronts for
their reviews, rankings and listings.

They help businesses across retail, healthcare, auto, restaurant and
hospitality make a distinct impact in revenue by identifying several
areas in their online presence that drive customers to choose their
location over a competitor’s. Chatmeter takes this a step further with
the only integrated local visibility rank tracker so you can measure ROI
using the most complete local presence management platform in the world.

The benefit for the clients is complete online presence management
simplified into a single dashboard. They also power a white-label
reputation management dashboard for many agencies across the U.S.

Some healthcare clients include AMITA Health, Pinnacle Healthcare
System, Saint Dominic Health Services, NextCare Urgent Care, SMI Imaging
and Benzer Pharmacy.