How To Improve Your Online Reviews Through Automation With 4D EMR

Sean, good to see you today.

Hey Ryan, nice to see you too. Thanks for taking us through this. I'm excited.

And I'm excited to share it. I mean, I know a little bit about your system, but it's always exciting to talk about the marketing side of things. We spend a lot of time on the EMR side, and I'm always excited to get together with one of our integration partners to talk about extending the functionality of what we do, getting it out there, and helping practices handle some of these tasks in a more efficient way.

For sure. Thanks so much, Sean, for the opportunity and the partnership as well. I'm excited to take everybody through what we have today. It looks like some people are rolling in. As you're joining the webinar, please drop your name in the chat and where you're from. I'd love to hear a little bit about where everybody's coming in from today.

I just wanted to also mention that most of you probably know me at this point, but for those who don't, my name is C. Mahoney, and I'm Vice President of Sales for 4D EMR. Today, we're going to learn about Satisfied Patient. They are one of our integration partners, and they specialize in first impressions. First impressions are critical when attracting new patients to your practice, and Google reviews are often that first impression. Actively managing your online reputation doesn't have to be difficult with the right tools, and that's where Satisfied Patient comes in. Their platform can help you take control of that and add some automations, leaving you more time to run your practice.

We're going to be learning about some things today. Some of you may already know them, but there's always more to learn. I always enjoy this part—how Google search works, the Satisfied Patient framework and what that is, what Satisfied Patient brings to the structure of this process. We'll talk a little bit about doctor reviews and practice reviews and get into which may or may not be more important. We'll also talk about what you could be missing from your Google Business Profile, which helps feed that whole process and that first impression. Additionally, something we don't think about often with Google reviews is how they come full circle to help you attract better talent to your business or practice.

Yeah, it’s awesome. It looks like we've got several people on. Ebony, thanks so much for joining. Veronica, Mia—I’m not sure if I pronounced your name correctly. If I didn’t, I apologize, but thank you so much. Corey is on as well, I see here.

Super excited. My name is Ryan Schumacher with Satisfied Patient, an integration partner with 4D EMR. Just a little bit of background—how Satisfied Patient got started was because of an experience I had with my mother. She was sick, and I had a big corporate job at the time. I was constantly Googling top-rated doctors to try and find her the help she needed. Unfortunately, back then, there weren't really any top-rated doctors, so that was a real struggle. I also wanted a way to quickly give feedback internally to help improve a practice.

I left that big corporate job, and unfortunately, I lost my mom in the process. What we’ve built today is truly transformational with Satisfied Patient. It ensures that people can find the best care and providers across the entire United States. They're able to link up and go to top-rated practices and doctors to get the care they deserve, whether it’s cosmetic or not. Ultimately, we aim to deliver an exceptional—or what I like to call a premium—patient experience. That, I think, is the most rewarding part of this whole thing.

I’m excited to walk everybody through what we have today. You’re going to learn a ton in this webinar. It’s going to be super short; we’re going to jam-pack everything into 20 minutes, and you’ll walk away with a ton of learnings.

Sean, again, thanks for the opportunity. When you search online, how are you searching? What are you using device-wise? Tell me about it.

I mean, I’m an iOS disciple, but I use Google. I’ve always used Google. I use the Google tools, and the Google search bar is the first thing I use.

So, you’ve got an iPhone, and when you’re searching, you’re using Google, right?

I am. I hit that microphone and just tell it what I’m after.

That’s it. It’s amazing. Ninety-two percent of all searches are done on Google—it’s the 800-pound gorilla. Practices and doctors come to us now and say they don’t want to send reviews to any platform other than Google. We help them choose what’s best and makes sense, but at the end of the day, Google is the mammoth.

Google has digitized an entire library-like system, indexing everything. It considers your location, the keywords you’re searching, and their relevance when you search for terms like "best plastic surgeon near me" or "best cosmetic surgeon near me." They pull back everything relevant, particularly those keywords. We’ll talk more about those keywords in a minute because, while you can’t control what patients type in reviews, you can take actions to drive premium patient growth.

Sean, if you had to pick one of these three providers to do surgery for you, who would you choose?

Not because I know Dr. Lowney, but because he has the most reviews by a landslide. That’s where I would start. It’s just part of my process.

Exactly. You’re looking at location, and we’re emulating a search here. This is the Google Three-Pack being served up. This is a real-life example, and Dr. Mark Lowney, a 4D and Satisfied Patient customer, is featured here. The New England Center for… I’m not sure what—has a 5.0 rating but only three reviews. That’s not very reassuring. Highly rated, but with only three reviews, it makes me nervous. Then there's Body Sculpting, also 5.0 with 20 reviews, but they don’t seem to have the volume I’d want if I were going there for a procedure.

This is how it works: the Google Three-Pack. As you get more reviews, you move up in the pack to be on top, just like Dr. Lowney here.

Awesome. One of the things I want to show is the Satisfied Patient Framework. It’s super important to us, so I’m going to switch screens here for a second. Sean, let me know when you can see my screen.

I see it. Awesome.

This is the Satisfied Patient Framework. I want to put a visual with how we’re helping 4D customers today through an automated process and what we stand for. The first thing is five-star reviews. Most practices are already delivering exceptional patient experiences, but there may be obstacles preventing them from getting five-star reviews. That’s where we focus. We help with online reputation—whether it’s for doctors or practices—by looking at five-star online reviews.

The next piece is retaining patients. When someone comes in for a consultation, you’ve spent time, effort, and money to get them in the door. Some of them leave, and you don’t know why. Being able to retain those consults and upset patients is key. Getting insights into why they left is the second part of the Satisfied Patient Framework.

The third piece is insights. To be the best, you need insights. You’re constantly learning and growing, making minor tweaks to your systems and processes. With these insights, you can make small adjustments inside your practice to deliver a premium patient experience. Over time, as you climb the ladder, 4.9 becomes the holy grail, just like Dr. Mark Lowney. If patients are upset, we find out why. If they’re unwilling to move forward, we figure out the reasons. All of this goes into the insights, informing you and helping you deliver an exceptional patient experience.

This framework is not just about sending out review requests—that’s not even what we do. It’s a cohesive framework with these three parts to help practices be the best.

All that making sense, Sean?

Yes, definitely.

Awesome. I’m going to switch back to the PowerPoint now. Sean, can you see my screen again?

Yes, I can.

Cool. Let’s talk about how to get more online reviews. Of these options on the screen, Sean, which have you heard practices talk about using?

I’ve seen a combination of these. Most often, I see practices emailing patients to ask them to leave a review. It’s open-ended, with no real closure to the process. It’s like, “Hey, can you leave us a review?” But no one knows what happens after that.

Exactly. There’s a lot going on. These are all ways to get reviews today. You can verbally ask patients, and I’ve seen practices offer incentives, but that can be costly and is against Google’s terms. QR codes, while trackable, involve a manual process. Most people don’t want to spend time scanning QR codes—they want to get on with their day. Links on websites are another manual way but not something we recommend.

The key is automation, which is where we come in. We took the best satisfaction metric on the planet—Net Promoter Score (NPS). It’s a simple question: "How likely are you to recommend us to a friend or colleague?" Nines and tens are promoters; they’re happy. Those are the patients you want leaving reviews. Zeros through sixes are detractors; they’re upset. Their feedback comes in internally, which helps you improve. Our process is automated, triggered 24 hours after the appointment via text or email. It’s branded to your practice but invisible to the patient that we’re involved.

The simplicity of NPS—combined with automation—makes all the difference. Patients take less than a minute to respond, and the feedback flows seamlessly into actionable insights for your practice.

Sean, the automation piece is critical, right?

Absolutely. That’s why we integrate with platforms like Satisfied Patient. It extends the ability of practices to do more with less effort. The automation takes the manual steps out, making the process seamless.

Exactly. Automation is everything. Our integration ensures that the process is easy, from review requests to insights generation. Practices can focus on what they do best—delivering care—while we handle the rest.

One of the questions that came in from Veronica is, "Is this available?" The answer is yes. It’s absolutely available, and we’ll talk more about that in a second.

Let’s move on to our dashboard and insights. This is just a sneak peek behind the curtains—it’s best in class. You need information at your fingertips that’s usable, easy to understand, and allows you to see improvements over time. We provide customized insights reports, and our AI analyzes internal feedback to identify the top five opportunities for improvement. It’s super cool stuff and something we’re really excited about.

Now, a special offer for everyone on the webinar today: We have a website review widget that posts all your five-star reviews directly to your website. We give you a piece of code, and once it’s on your site, it automatically populates with these reviews as they come in. Instead of paying for expensive blog content, you can use the keywords patients write in their reviews. These keywords feed into the widget, improving your website’s SEO in a very natural way.

The second special offer: There’s no integration fee with 4D EMR. Connecting your practice to our system is simple, seamless, and free of additional charges.

Last thing I want to show you before we jump into Q&A is how to request a demo. Go to satisfiedpatient.com. In the top-right corner, click "Request a Demo." You’ll see a calendar where you can pick a date and time, input your name, email, company name, and the service you’re interested in—patient experience or online reviews—and you’re all set. It’s super easy to get started.

Now let’s open it up to Q&A. I’m looking at the chat: Corey, Ebony, Jessica, Carla, Christina—any questions before we wrap up today?

One question we got earlier was, "Is this available with an existing EMR?" Yes, it is. This solution works independently of 4D EMR or as a fully integrated experience within 4D EMR. If you’re not using 4D and just want to learn about Satisfied Patient, your Google reviews are critical, and we can help you with or without 4D. The integrated experience, however, is fantastic because it fully automates everything and ties directly into your appointments and scheduling, even customizing by appointment type.

Another question: "How many Google reviews should I respond to?" The short answer is all of them. Our platform includes built-in templates to make responding easier and ensures your replies are HIPAA-compliant, which is incredibly important.

We also had a pre-submitted question: "What is the response rate for your surveys?" Traditional surveys have a response rate of 5% to 10%. With our approach—personalized timing and delivery via text message—our clients typically see response rates of 20% to 30%. That means more reviews and actionable feedback to help you build a better business.

Sean, any other questions you’ve heard come up before that might be worth addressing?

Yes, one I’ve heard before is, "How hard is it to get started with Satisfied Patient?"

It’s very simple. We start with a quick demo to show you the software. The setup process takes 30 days, during which we register a wireless phone number with carriers to ensure high deliverability. We manage the entire implementation end to end. You provide your W-9, and we take care of the rest. There’s a pre-launch call that takes 30 minutes and a post-launch call that also takes 30 minutes, so just one hour of your time during the entire implementation process.

Another common question is, "How long until this starts working?" If you’re seeing 50 patients a week, you’ll start seeing results as soon as the system is turned on. It works immediately because of the best practices we’ve built into it.

Another question we just got: "How many times should we ask patients for a review?" We recommend asking once a month. Our system uses a 30-day filter to avoid overloading patients. For example, if a patient comes in for a consult and receives a survey, then returns for a procedure within the same month, the system will target the second survey to focus on the procedure experience. Everything is completely automated to ensure the best patient experience.

Verbally requesting reviews is nice, too. If it were my practice, I’d say something like, "Sean, thank you so much for being a loyal patient. You’re going to get a satisfaction survey from us, and if you’re happy, we’d love to hear from you." That way, you’re asking for feedback without explicitly asking for a review. The positive feedback will naturally turn into a review.

One bonus tip before we wrap up: Don’t violate HIPAA in your replies. Even if a patient discloses their own personal health information in a review, you cannot acknowledge it in your response. Keep your replies generic, such as, "We’re committed to delivering exceptional patient experiences for everyone who visits us." Avoid specifics like, "We’re so glad you had XYZ surgery with Dr. XYZ." That’s a HIPAA violation because you’re confirming they were a patient and had that procedure. Use templated responses to stay compliant while showing you care.

Sean, thank you so much for the opportunity. The results we’re delivering for 4D and Satisfied Patient customers are exceptional. Thank you, everyone, for attending today.

Thanks, everyone. We’re always excited to talk about this. Our practices are loving it, and it’s great to stay up to date. I really enjoyed this.

Awesome. Thanks, Sean. Appreciate it. Bye now.

Bye, everyone.