If you’re a private practice rehab therapist looking to grow your business, you have a lot of options for attracting new patients—from diversifying your revenue stream with unique services to boosting your marketing spend. A less obvious—but equally important—piece of the growing-your-practice puzzle: tapping your existing customer base to help you gain new customers. More specifically, I’m alluding to harnessing the power of happy patients to help spread the love to potential patients. How? By soliciting customer testimonials and reviews. Now, there’s an art to tactfully asking for glowing recommendations from your patients. Here are a few tips to help you piece together your strategy:

Stalled Out: 5 Reasons Your Patients Are not Progressing (and What to Do About Them) - Regular BannerStalled Out: 5 Reasons Your Patients Are not Progressing (and What to Do About Them) - Small Banner

Understand the Difference

A review represents a patient’s true opinion.

It’s important to gather both testimonials and reviews from your patients. But, do you know the difference between the two? Reviews typically appear on third-party sites—like Yelp, Facebook, or Google—that are totally outside of your control. As such, each review should be a 100% true reflection of that patient’s opinion of you and your services. Because reviews are honest in nature, they’re not always guaranteed to be positive—which actually isn’t a bad thing. A good mix of opinions can give your business more credibility as well as provide you with an opportunity to respond to negative reviews in a kind—and human—way.

Testimonials make your business stand out.

Now, on the flip-side, testimonials are quotes you can use on your website or on other marketing materials—with patient permission, of course. These statements are always positive (otherwise, why would you post them?), and you can choose exactly what—and where—you want to display them. Although there are differences between reviews and testimonials, you shouldn’t always think of them as separate entities. What do I mean by that? Well, you can use your best online reviews as testimonials (as long as you obtain written permission from the reviewer). And this dual-purpose approach works both ways: if a patient agrees to provide a testimonial, you can ask him or her to leave you a positive review on one of the aforementioned external sites—get two-birds’ worth of feedback with one stone, ya know?

Be Accessible

Patients can’t review you if they can’t find you.

Before you ask your patients to leave any reviews, make sure you have business profiles on multiple review sites. If you’re tempted to skip this step—don’t. That’s because, as as this Search Engine Land study points out, online reviews are crucially important: “72% of consumers trust online reviews as much as personal recommendations.” And to get the most bang for your review buck, you want to make the process as simple as possible for your customers—which means meeting them where they are. So, make sure you have a profile (i.e., a place where current and former patients can post their opinions) on popular review sites like:

Social media engagement boosts online visibility.

In addition to asking your patients to leave reviews online, you should ask them to “follow” or “like” your business on Facebook, Twitter, Instagram, and LinkedIn. Engaging with your patients online increases the visibility of your business and makes your brand more personal and accessible. (A word of caution about interacting with your patients online: make sure that your online behavior is HIPAA-compliant, and frequently perform and document a risk assessment to safeguard your patient information.)

Make the Process Simple

Happy patients are less likely to share unsolicited feedback.

Now that you get the gist of the “what” and “where” of patient reviews and testimonials, let’s talk about how you can get your patients to participate. The best way to get the positive feedback you crave is to make it easy for your patients to provide it (and I mean really easy). That’s because, as this Mashable article explains, “The average customer is not going to search for ways to leave your company a review (unless they have a negative experience to share).” So, to get good feedback—the kind you want prospective patients to see—start by getting ahead of your happy patients and giving them a way to leave on-the-spot reviews or testimonials. One way you can do this is to have an iPad available at your front desk with direct links to your review profiles. You could also include links in your regular newsletters or other email communications. If you really want to get this process down to a science, consider implementing a patient relationship management (PRM) software that'll not only help you identify your happiest patients, but also automatically send those patients email requests to review your practice online.

Get Some Guts

Many patients are willing to help—if asked.

If you’re having a hard time working up the nerve to ask your patients for reviews, I would encourage you to be brave and approach the situation with candor. All you need to do is simply explain why your patient’s opinion is so important to you. For example: tell the patient that his or her review or testimonial will go a long way toward helping other patients make informed decisions about their health care.

Written permission is legally required.

Now, if you do get a glowing review, an awesome photo, or a positive candid quote, don’t post it anywhere without express written permission from the patient. This is a legal requirement—and more importantly, it’s a way to demonstrate to your patients your concern and professionalism when it comes to protecting their private information.

Inject Some Fun

Reward testimonial participants.

One way you can make the the review and testimonial gathering process more fun is to offer your patients incentives. Now, I’m not saying you should buy reviews or feedback. In fact, you should be cautious and conservative with gift-giving in a clinic setting—period. To make sure you don’t violate the Anti-Kickback Statute (AKS), establish a clinic gift-giving policy that follows the Office of Inspector General (OIG) outline. As Tom Ambury explains in this post, that means spending:

  • no more than $10 per gift, and
  • no more than $50 in total over the course of a calendar year.

As long as you follow these guidelines, you can offer fun swag without landing yourself in hot water. And if you want to avoid monetary gifts all together, a handwritten thank-you note goes a long way in showing your appreciation.


Now, all you need to finish the puzzle—and grow your business—is to put that corner piece into place and solicit some killer patient reviews and testimonials. How do you get your customers to leave reviews or testimonials? Do you have any advice for other clinics? Tell us in the comments section below.

Download your patient testimonial release template.

Enter your email address below, and we’ll send you a sample testimonial release form that you can adapt for use in your practice.

Please enable JavaScript to submit form.
  • 3 Quick Wins for Your Online Marketing Strategy Image

    articleMar 24, 2015 | 6 min. read

    3 Quick Wins for Your Online Marketing Strategy

    Starting a clinic in a new city—with new referral sources and limited networks—can be very challenging. But with the right online marketing strategy, you can expedite the process. In fact, over the last three months, I’ve been able to grow my patient base by using old school word-of-mouth marketing and establishing an online presence in the local community. There are many ways to use the power of the Internet to market to patients and referring providers, and …

  • How to Solicit Patient Reviews Image

    articleMar 17, 2015 | 4 min. read

    How to Solicit Patient Reviews

    Today, we’re going to talk about solicitation. No, not that kind (get your mind out of the gutter—jeez). I’m talking about soliciting your clients for reviews. Why? Because online reviews are critical— now more than ever before —to the success of your business. If you really want to broaden your patient base and increase your revenue, you’ll need a strategy for getting your current and former patients to sing your praises publicly, so pay attention. (Yes, this …

  • D’Oh! 3 Major Physical Therapy Marketing Fails Image

    articleSep 18, 2017 | 8 min. read

    D’Oh! 3 Major Physical Therapy Marketing Fails

    Homer Simpson introduced the catchphrase “d’oh!” on the long-running cartoon sitcom, The Simpsons, in 1989. It’s arguably one of the most recognizable catchphrases in American pop culture. So much so, in fact, that the Oxford Dictionary of English added the word in 2001. Defined as an informal exclamation “used to comment on a foolish or stupid action, especially one's own,” “d’oh” is the most fitting—and safe for work—reaction to committing a major fail. “D’oh” is even more …

  • How to Take Over the Internet: 5 Simple Strategies to Win More Patients Image

    webinarFeb 27, 2015

    How to Take Over the Internet: 5 Simple Strategies to Win More Patients

    Nowadays, everyone is looking for a way to “go viral” online. But with all that go-big-or-go-home hype, it’s easy to get intimidated—and that leaves many small business owners wondering if they have the time, resources, or wherewithal to even make a dent in the Internet, let alone break it.  Don’t get stuck in the muck and mire of cliché goals; you don’t have to hit a million views to make a big impact online. As a private …

  • 6 Biggest Takeaways from PPS 2015 Image

    articleNov 16, 2015 | 10 min. read

    6 Biggest Takeaways from PPS 2015

    Last week, I joined hundreds of amazing physical therapy professionals, students, and vendors (including yours truly, WebPT) at this year's PPS Annual Conference in Orlando, Florida. Despite the uncomfortable combination of tropical heat and humidity outside—and near-freezing conference rooms inside—everyone was in high spirits. Though I never made it to Disney World, I still felt like I was in the most magical place on Earth, thanks to the inspiring and informative presentations I saw and the thought-provoking …

  • Hit a Hole-in-One with Your Patient Engagement Strategy Image

    articleMar 23, 2015 | 7 min. read

    Hit a Hole-in-One with Your Patient Engagement Strategy

    I love hitting the links on a beautiful Saturday morning and watching all of the brave souls who decided that this would be the weekend they’d take up the amazing game of golf. They show up on their first day with the most expensive shoes, the nicest logoed pro gear, the fanciest new drivers, and the latest techy golf gadgets. Perhaps they find these items give them an added boost of confidence—or maybe they think these material …

  • articleSep 4, 2013 | 4 min. read

    Four Metrics Critical to Your Blog

    So you’ve started blogging , and that’s fantastic. It’s a great way to get your message out to the masses—whether it be how fantastic your services are, the latest in industry developments, or preferably, a well-balanced mix of both. But just like everything else in your business, it’s important to track your return on investment so you know just how much time you should be devoting to researching, writing, and responding. Now, there’s a ton of super …

  • 7 Tips for Building a Strong Community on Social Image

    articleSep 9, 2014 | 7 min. read

    7 Tips for Building a Strong Community on Social

    Before the dawn of the Internet, building a community—around a business, an institution, or any other entity of mutual interest—required a heavy investment of face time (and I’m not talking about the iPhone app ). These days, though, starting a conversation around virtually any topic is as easy as hitting “Enter.” But as with face-to-face interactions, it’s one thing to run your mouth—or in this case, your keyboard—and another to wrangle your listeners’ interest enough to get …

  • It Only Takes 3 Simple Steps: The Physical Therapist’s Guide to SEO Strategy Image

    articleMar 16, 2015 | 5 min. read

    It Only Takes 3 Simple Steps: The Physical Therapist’s Guide to SEO Strategy

    Let's face it: As the owner of a physical therapy practice, you probably have a shortage of hours in your day. You're not interested in learning the finer points of Facebook advertising. You don't care about the ins and the outs of crafting the perfect email drip campaign. And you're not even slightly amused by the cute black-and-white animal names in Google's zoo of algorithm changes (lookin' at you Panda, Penguin, and Pigeon ). And unless you’ve …

Achieve greatness in practice with the ultimate EMR for PTs, OTs, and SLPs.