The Medical Practice Marketing Link Between Word of Mouth and Your Front Door

By Kathy Roy Gaughran
Senior Marketing Strategist

word of mouthI’m not about to short-change the power of Word-of-Mouth (WOM) advertising. It is still useful and effective in physician marketing, but in the digital age, it has become quite a different critter from its original form.

Once upon a time (now past), every doctor’s mental book about how to market a medical practice professes that simply being a good doctor is sufficient to attract new patients and assure success.

Just treat everyone well—as the fable goes—and patients will rush to sign praises to their relatives, friends and neighbors. Your endorsed name is certain to be a top agenda item in “over the back-fence,” bowling alley and beauty salon conversations.

What’s changed is that the Internet—desktop, laptop, tablet, smartphone—has largely replaced water cooler chat and the printed Yellow Pages directory. Your online presence—website, blog, social media streams—is the often-neglected link between WOM and your front door.

If you can’t be found online, quickly and conveniently, the patient endorsement dissolves instantly. Here are examples of how that works, and a few reasons why patient referrals in medical practice marketing demand a solid digital connection.

Most patient referrals will inspire an online search, not an immediate phone call. An Internet search is the most common first action that follows even the most heartfelt verbal reference about “Dr. Smith.” (As much as eight out of 10 times, by some estimates.) At a minimum, people search for complete, correct and current name, address and phone number.

Elementary due diligence usually follows. With respect to referring “patient Mary,” individuals look online for basic confirmation of medical practice capabilities and physician credentials.

Online reviews and ratings are digital Word-of-Mouth. Pay attention to what people are saying online about their experience with your medical practice. Prospective patients are inclined to consider the weight of comments and ratings in making their purchase decision. (Nationwide, published comments tend to be favorable. The frequency that patients are influenced by reviews and ratings is about 24 percent for primary care and 28 percent for pediatric practices.)

Multiple patient comments (and testimonials) are an online form of social proof. People want validation that they are making the right choice or proper decision. They see the actions of others like themselves (often many others) as proof that they are doing the right thing.

Healthcare marketing for physicians is often bolstered by Word-of-Mouth. But for greatest reach and effectiveness, WOM advertising relies on the Internet and a strong online presence to communicate your brand, extend your reputation, and to connect prospective patient referrals to your front door.

For more on this topic, see our previous articles titled:

Kathy Gaughran

Kathy Roy Gaughran
Senior Marketing Strategist at Healthcare Success
In her career, Kathy has helped over 4,000 clients all over North America achieve their growth goals. As an award-winning strategic marketing planner, Kathy has been involved in both the high-level strategies required for long-term sustainability, plus the tactical execution used to accomplish the day-to-day successes. Kathy’s clients include practices with annual revenues well over $10 million and with annual marketing budgets up to $900,000. In addition, Kathy is an accomplished speaker, appearing at countless national, local and state healthcare associations. Kathy is a member of the American Marketing Association and The Direct Marketing Association.



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