4 Ways Medical Practices Are Losing Money Online

Some medical practices are spending significant amounts of money on their marketing efforts, while others are cutting costs to get by. At Points Group, we’ve seen that there are a significant number of practices along this spectrum that have one thing in common – they’re losing money because of what’s happening (or not happening) online, some of which they are not even aware.

These elements may not have a set cost, but what they do is stop new patients from coming – patients that would lead to new revenue. Fixing these issues can stop patients from ignoring your practice and prevent revenue from going to other practices instead of yours.

We have found that there are 4 primary ways that medical practices are losing money online that they usually aren’t aware of that need to be fixed.

Bad Reviews. Almost every medical practice gets bad reviews along the way. We’ve extensively covered negative doctor reviews on the blog before, and have shown how we approach reputation management. What’s specifically important here is how much more it affects your practice than you realize.

Reputation management is important for prospective patients who know your name. They may have been referred to you by a friend or another physician, or may have been doing their homework and came across you online. People want to know who will be taking care of their health, and they will almost always Google a physician before seeing them. Think about it, most people Google TV reviews before they buy one, why wouldn’t they do that for a surgeon? When someone Googles your name, what do they see? If you don’t know, do it right now! We’ll wait here.

Many review sites have a rating system with stars. If there is more than one full star missing (4/5 stars or 3/4 stars), it puts question into a patient’s mind. If more than half star is missing, you can bet they won’t come to see you unless they have to. When you go to the review site, what reviews are written? Do they talk about you in a negative light? These all need to be addressed.

For example, let’s say that you’re a surgeon who makes an average of $2000 for each new case. With negative reviews online, it’s reasonable to assume you lose 2 new cases per month. That’s $48,000 per year in lost revenue just because you haven’t addressed or were not aware of negative reviews. In addition, many surgeons make more than that per case, and may be losing more than 2 patients per month due to their online reputation. And that’s money lost every single year. Address these issues now if they exist and stop the bleeding.

Outdated Maps/Address Listings. Outdated map listings cause excessive frustration for patients who cannot find your office. When the phone number is outdated or incorrect, you run the risk of patients calling someone else instead of you, as it is improbable that they will do the legwork to find a correct number.

Another step beyond this is that Google uses a consistent name, address, and phone number as an important ranking factor for searches with local intent (a category in which most medical practices fall). Having inconsistent addresses and phone numbers sends mixed messages and causes your listing to not show as prominently, resulting in potential missed leads.

Do a Google search for your practice and confirm that all your information online is accurate. Even if you haven’t moved, if one site or user makes a mistake and puts up the wrong information, many other sites “scrape” this information and use it on their sites/listings. Things can snowball from there and cause multiple incorrect listings without you noticing. This can be an easy fix, but it’s certainly much easier if you deal with it early.

Lack of Contact Information. When a user gets to your website, you have one goal for them – that they contact your practice for additional information or set up an appointment. Your contact information should be highly visible and easy to get to on your website. Unfortunately, some websites have contact information that is so hard to find, it might as well not be there at all.

Prospective patients usually have a lot on their mind due to their situation. As they read information on your website, their first thought isn’t always “I need to contact this doctor,” it’s “I need this information.” It’s the job of your website to make the connection from information to contact.

Some tips for improving your contact information’s effectiveness:

  • Contact information (Name, Address, Phone Number) should be in text, not an image
  • Every page needs a phone number and a link to a contact form if the contact form is not on the page
  • Put contact information in header and footer
  • Use contrasting colors to make sure the call-out (“contact us” or “schedule an appointment”) drastically stands out and catches the user’s eye

Just like practices lose business from negative reviews, many lose potential contacts because of lack of contact information. If you can just add 2-3 patients per month that visit your website and contact you instead of leaving your website and looking elsewhere, it adds up.

No Relevant Information. Lastly, you need to make sure that your site has relevant information. Do you describe the conditions you treat as well as your procedures? Many practices are intentional about describing procedures, which can be helpful, but ignore the need of patients to see the conditions treated. If it doesn’t look like the condition of the patient is treated at your practice, they are highly likely to look elsewhere before asking. Make sure you that you include relevant information about what you treat on your website so that patients know your practice is the one they should be going to.

And, it should go without saying that if you have no content about a condition on your website, your chances are little to none that you’ll ever be found for it in searches.

Time to Start Increasing Your Revenue

Simply addressing the items here can stop you from losing patients that are already interested in you, and are far down the sales funnel. These prospective patients, the ones that are already close to becoming a patient, are highly valuable, and you can’t afford to lose them. Even better, the cost to address these issues and retain these leads typically has a very significant ROI.

Need some help getting started? Let us know. We can give you a free online presence audit and help you plug the holes in your revenue stream.

Leave a Comment

Your email address will not be published. Required fields are marked *

Our Partners

facebook marketing partner
google partner
shopify logo
hubspot partner program

European Office

Agentur Webfox

Berlin, Germany

Join Our Newsletter!

@ 2023 Points Group / All Rights Reserved

Privacy Policy

This Privacy Policy governs the manner in which Points Group, LLC collects, uses, maintains and discloses information collected from users (each, a “User”) of the https://www.pointsgroup1.10web.me website (“Site”). This privacy policy applies to the Site and all products and services offered by Points Group, LLC.


We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.


We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about User’s means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.


Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert them when cookies are being sent. If they do so, note that some parts of the Site may not function properly.


Points Group, LLC may collect and use Users personal information for the following purposes:

  • To improve customer service
  • Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • To personalize user experience
  • We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • To improve our Site
  • We may use feedback you provide to improve our products and services.
  • To run a promotion, contest, survey or other Site feature
  • To send Users information they agreed to receive about topics we think will be of interest to them.
  • To send periodic emails
  • We may use the email address to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.


We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.


We do not sell, trade, or rent User’s personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.


Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.


Points Group, LLC has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.


By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.


If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Points Group, LLC


150 Morristown Road, Suite 220

Bernardsville, NJ 07924

This document was last updated on July 24, 2014