| PATIENT TESTIMONIALS | PRACTICE MANAGEMENT


are displayed prominently on your website, or in promotional material including brochures, flyers, handouts, blog posts, as well as on social media platforms. You can include them within the content of your site under a ‘Testimonials’ section and/or placed on specific pages relating to the procedures mentioned in the testimonial.


In the clinic Create a photo gallery, bound book, or presentation on a tablet for your waiting room and patient areas. Include patient testimonials along with photos of the person who wrote the testimonial positioned right next to it to lend impact to the words. Frame testimonials and post them throughout the clinic in patient areas for additional impact.


E-blasts, mailings, newsletters, and handouts When you mention a particular benefit of your clinic, incorporate a patient testimonial that also mentions the same benefit. This adds believability to what you’re saying. Aim to accumulate a number of testimonials for each benefit of your practice. You can never have too many. Handwritten notes of gratitude ring true, but they have to be easy to read. Unless the patient has specifically granted permission to use his or her name, location, and any other specific details, delete names from written testimonials. It is a good idea to keep copies of written testimonials in the patient’s chart for future reference.


Website, YouTube, and social media Testimonials can be obtained in writing and used with an accompanying photo to make them more user friendly. They may also be in an audio or video format, which also inspires even more confidence than just plain text. When prospective patients


can actually see a live person talking about how he or she benefited from their experience in your clinic, it is very persuasive. Video content does not have to be professional quality; in fact, patients who take their own videos can seem even more genuine.


Live testimonials Considering inviting some actual patients to attend open house seminars and talk about their experience. This can be very well received and may serve to take some of the fear out of the process. Guests have an opportunity to talk to someone who has had a procedure done and see their actual results. Also show their actual pre- and post-procedure photographs at the event, if the patient allows.


Reputation management Your reputation is the most important thing you have, and it cannot be replaced once it is tarnished. Reputations take years to build but can be compromised all too easily. In the past, negative word-of-mouth


was a major concern. But in this era of online communications and social media, your professional reputation can be attacked from multiple directions and a number of sources. An unhappy patient, or competitor in your area, or even a disgruntled employee can target your clinic online and wreak havoc on your reputation. Patients who have a grievance are faced with an expanding spectrum of ways to express their negative thoughts to thousands of viewers in just a few clicks. A satisfied patient, customer, or client may tell a handful of people about a positive experience. But someone who has had a negative experience can be


Sample templates Sample disclaimer for website


‘The individuals featured in these videos are all actual patients of Dr Jones. Please note that outcomes from cosmetic surgery procedures and aesthetic treatments may vary and the experiences shared in the testimonials are specific to each individual patient and may not be representative of the experience of others.’


Sample release form


I, [patient’s name], authorize Dr Neil Jones and Jones Aesthetics to use my testimonial on his website, www. jonesclinic.co.uk or in any marketing or public relations activities. I waive the right of prior approval and hereby release Dr Jones and Jones Aesthetics from any and all claims for damages of any kind based on the use of my testimonial or information in the testimonial.


Signed, [patient’s name]


far more vocal and may tell anyone who will listen. The busier your clinic is, the more


patients coming through the door, the chances of getting some negative reviews increases. It’s a numbers game. Ultimately, the best way to counter-balance negative comments is by gaining positive comments in the form of heartfelt testimonials.


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