Count On Coffey

By Sherilee Coffey, VP of Client Experience

Choosing a physician is personal—and for many patients, the process begins with an online search.

Recent research found that 84% of patients read online reviews before choosing a healthcare provider. Another 2025 survey found that 73% consider reviews when making their decision. Patients are not simply looking at an average star rating. They are also reading comments, comparing experiences and evaluating how organizations respond to feedback.

Reviews can help patients answer questions that may not be addressed in a provider biography:

• Did the physician listen and explain things clearly?
• Was the staff welcoming and helpful?
• Was it easy to schedule an appointment?
• Did the visit feel rushed?
• Would other patients recommend the provider?

That makes reviews an important part of the patient journey—and an extension of your organization's online presence.

Google Business Profiles are especially important because they place ratings, reviews, office information and links directly within Google Search and Maps. Accurate, complete profiles can make it easier for patients to evaluate a provider and take the next step, whether that is visiting your website, calling an office or requesting an appointment.

Build trust at all steps

Online reviews cannot replace a strong patient experience, but they can amplify it. Accurate provider information; authentic patient feedback; and timely, privacy-conscious responses help prospective patients feel more confident about choosing your organization.

Coffey's Provider Directory module integrates with your organization's ratings and review platform, making it easier to present current provider information and patient feedback within a consistent, user-friendly website experience.

7 ways to strengthen online reviews

1. Keep provider information accurate. Review provider profiles, directory listings and Google Business Profiles regularly. Names, specialties, locations, phone numbers, hours and appointment links should be consistent wherever patients find them.

2. Make it easy to share feedback. Use approved follow-up emails, text messages, signage or other patient communications to invite honest reviews. Keep the request simple, and avoid language that asks only satisfied patients to respond.

3. Respond consistently. A thoughtful response demonstrates that your organization listens and takes patient feedback seriously. In one recent survey, 71% of patients said they trust providers more when they respond to reviews.

4. Protect patient privacy. Never confirm that a reviewer is a patient or discuss details of their care in a public response—even when the reviewer has shared those details first. Use a general response that acknowledges the concern and invites the individual to continue the conversation through a private channel. The U.S. Department of Health and Human Services has taken enforcement action against healthcare providers who disclosed protected health information while responding to online reviews.

5. Look for recurring themes. One negative review may reflect an isolated experience. A pattern of comments about scheduling, wait times, communication or office staff may signal an opportunity to improve the patient experience.

6. Share insights internally. Review data should not live only with the marketing team. Share relevant trends with practice managers, patient experience leaders and operational teams that can address the underlying issues.

7. Track progress over time. Monitor rating changes, review volume, response rates and common topics. The goal is not simply to collect more five-star reviews. It is to understand what patients are experiencing and build greater trust in your organization.

Categories: Digital