EMS Ambulance 7 Dec 2021
4 things to look for when searching a repatriation company’s Google Reviews
Recently, EMS Ambulance reached a new online milestone – we received our 50th customer rating on Google Reviews.
There are lots of ways repatriation companies can demonstrate trustworthiness to their customers. It’s why we point people to our ISO Quality accreditation, or the fact we’re registered as an official provider of international mobile care with the Ministry of Health, Welfare and Sport in the Netherlands.
But online reviews are important too because they go beyond the accreditations and certifications to the people who actually use our service – the patients and their families who trust us to deliver them safely to clinics and hospitals around the world. Google Reviews can be particularly helpful in this regard because they’re designed to be open, transparent and trustworthy. For example:
- They’re independent – so they can’t be manipulated by the company that’s being rated
- They’re named – so reviewers can’t just submit anonymous feedback
- They’re responsive – so the service provider can reply to any feedback, good or bad
In other words, if you’re searching around online for an international ambulance service or medical repatriation company, Google Reviews can be an effective tool for assessing the organisation and gaining important reassurance about their service. They’re worth exploring in detail.
With that in mind, here are four things to look for when you’re doing that…
That they have a consistently high rating
Google Reviews uses a star-rating system for customer feedback, from five stars down to one. You can quickly search each star rating by turn. And there’s an overall score at the top of the page, to give you a sense of how the company is performing over time. It’s worth looking to see how the organisation is performing right now. Click the Sort button to filter by “newest” reviews and you’ll see all the latest cases.
That they act quickly during repatriations
Speed of response can be a matter of life and death in some repatriations, and you would expect to see that being reflected in some of the reviews. Take “M H”, who left a review for us recently: “My husband got sick during our trip. What no one else could do, EMS realized. A repatriation via an ambulance flight within 48 hours may have saved my husband’s life.” [Review translated from Dutch]. Reviewer Michael Bonacker writes: “Extremely responsive and professional team: were able to organize and execute the flight within hours when hours did matter.”
That they’re professional and highly organized
Longer reviews, in particular, can offer useful insights into how the company performed during an operation, especially if it was a complex repatriation. “My husband was considered unstable for transfer by the local doctors and the repatriation flight was delayed, but the medical ambulance team did not give up,” writes Ana. “They were calm, knowledgeable and attentive and went above and beyond to complete the transfer at ease despite the anxiety, fear and the entire stressful situation.”
That they are responding to customers’ reviews
If the repatriation company is reading and replying to the Google ratings, that’s a good sign. It shows they care what people are saying about them, and that they’re continuing to be responsive even after the transport has finished. It also allows them to respond in detail if the review isn’t great. At EMS Ambulance, we make a point of replying to every message as quickly as possible. We’re happy to continue the conversation – it’s an important way to build trust and relationships with patients and their families.
Would you like to know more about how ambulance transports work? Give our team a call any time, day or night, and we’ll be happy to answer your questions. If you’re looking into pricing and need to know more, hop over to our easy-to-use cost calculator. Whatever you need, we’re here to help.