In today’s digital age, online reviews are an integral part of the decision-making process for consumers. Whether choosing a restaurant or a hotel, people often turn to online reviews to gather opinions and insights from previous customers.
This trend is no different for senior living/assisted living communities. Prospective residents are resorting to Google and Yelp reviews, which are used in an industry that lacks public quality reporting data. In fact, online reviews play a crucial role in the selection process for families looking for a senior living community for their loved ones. Knowing how to manage your reviews is just the beginning.
The Impact of Online Reviews on Senior Living/Assisted Living Communities
Online reviews have a significant impact on the reputation of senior living/assisted living communities. Positive comments can help attract potential residents, while negative comments can drive them away. According to a survey conducted by Caring.com, 78% of families searching for a senior living community consider online reviews to be “very” or “extremely” important in their decision-making process.
Moreover, online reviews can provide valuable insights into the quality of care provided by senior living/assisted living communities. Families can learn about the experiences of other residents and their families, which can help them make an informed decision about the best community for their loved ones. They also highlight specific areas of strength or weakness within a community, such as the quality of food, staff responsiveness, or the cleanliness of the facility.
The Role of Senior Living/Assisted Living Communities in Managing Online Reviews
Senior living/assisted living communities have a responsibility to manage their online reputation by actively monitoring and responding to online reviews. This includes both positive and negative reviews. Responding can help build a relationship with residents and their families, while responding to negative feedback can demonstrate a commitment to addressing concerns and improving the quality of care.
Respond to all reviews
Respond to all reviews, positive and negative, across all platforms. This isn’t just so you can mitigate tension from an angry resident or family, but also so you can put your property in the best light. Executives fear negative online reviews because they may drive away existing and potential residents. Luckily, there are ways you can turn them to your advantage in some situations. Always base your response on facts and remember that most customers can tell the difference between a legitimate complaint and an emotionally fueled tangent.
Take it offline when necessary
If the complaint is big enough, it’s best to take the conversation offline. You should include your number, name and email so that the reviewer can contact you directly about their issue. It’s easier to resolve complaints over the phone. Having a back-and-forth through a review platform typically leads nowhere, leaving both parties heated.
Report terms violations
If someone is writing something untrue that violates the platform’s terms of service, you can try to report it. If you are successful, you have one less negative review to worry about. If it doesn’t get taken down, still submit a response. If you think someone may have accidentally reviewed the wrong establishment, let them know.
Use Reviews to Identify Areas for Improvement
Online reviews can provide valuable insights into the quality of care provided by your senior living community. Families can learn about the experiences of other residents and their families, which can help them make an informed decision about the best community for their loved ones. They can also highlight specific areas of strength or weakness within a community, such as the quality of food, staff responsiveness, or the cleanliness of the facility.
Take the time to read and analyze reviews to identify areas for improvement. Look for patterns in the feedback and prioritize areas that have been consistently mentioned by reviewers. For example, if multiple reviewers have mentioned a lack of activities for residents, consider introducing new programs or activities to enhance the resident experience.
Implement Changes Based on Feedback
The most important part: actually make the changes. Once you have identified areas for improvement, it’s important to take action to address the issues raised in online reviews. This may involve updating policies and procedures, improving staff training, or making physical changes to the facility. Communicate the changes you are making to residents and their families to demonstrate a commitment to providing high-quality care.
It’s also important to track the impact of your changes based on feedback from online reviews. Monitor new comments to see if the changes have had a positive impact on the resident experience. This can help you identify additional areas for improvement and make data-driven decisions to enhance the quality of care provided by your senior living community.
Online reviews are a critical component of the decision-making process for families searching for a senior living/assisted living community. They provide valuable insights into the quality of care provided by a community and can have a significant impact on its reputation. Senior living/assisted living communities must take an active role in managing their online reputation by monitoring and responding to online reviews. By doing so, they can build a positive relationship with residents and their families and demonstrate a commitment to providing high-quality care.
Need help building the right team to improve the quality of your care? Let’s chat.