What Are User Reviews & Why Do They Matter?
Rehabs.com invites alumni and their loved ones, as well as facility staff members, to leave ratings and commentary about their personal experiences with a particular facility. The opinions shared in User Reviews are expressly those of the user, and do not reflect the thoughts, beliefs, or opinions of Rehabs.com.
Consumer feedback is crucial for any business and, with 88% of consumers trusting online reviews as much as personal recommendations, treatment facilities and consumers alike need to understand the essential difference these reviews can make. For treatment facilities, reviews left by stakeholders of your center can highlight the strengths as well as the areas of opportunity for your business to grow, allowing you to engage with your consumers and improve your offerings. For prospective clients, reviews allow a more in-depth and “real” look at a facility. Choosing a treatment center for either yourself or a loved one is a very serious decision, and hearing from those who have had personal experiences with a facility will allow you to comprehensively assess all the available options.
How We Collect Our Data
Rehabs.com User Reviews are collected through extensive surveying of facility alumni and their loved ones; administrators and staff; referral networks; and other members of the treatment community familiar with the facility and its operations. We use a variety of channels to source comprehensive surveys on the experiences, quality, and quantity of care provided at treatment centers. Channels include but are not limited to:
- Emailed survey requests via the facility’s mailing list of relevant parties;
- Emailed survey requests via mailing lists received from industry associations and/or publications;
- Social media ads (eg. Facebook, Twitter, LinkedIn);
- Google and other paid search ads;
- Links within our website or other treatment related websites;
- Third-party audience survey providers;
- Facility-disseminated links via newsletters, email, social media, and other digital channels.
Rehabs.com takes the legitmacy of all User Reviews very seriously and upholds all data presented to the highest standards of quality. All User Reviews undergo multitude of quality checkpoints in an effort to ensure accuracy.
All User Reviews are vetted by a quality control specialist, who performs a series of checks and tests to ensure valid and unique responses. These checks include email address matching, IP address look-ups, frequency analysis, and qualitative + quantitative likeness assessments. Rehabs.com has the right to remove any responses considered to be abusive or manipulative of the reviews’ process, any personally identifiable information, or commentary considered slanderous or inflammatory, including but not limited to:
- Prejudicial, racist, or otherwise offensive commentary;
- Unsubstantiated accusations of dishonesty or wrongdoing against facility staff;
- Unsubstantiated accusations of dishonesty or wrongdoing against other residents;
- Unverified or inaccurate claims about facility operations;
- Grandiose or otherwise inappropriate claims or statements.
Our quality assurance processes are rigorous, continuous, and may be applied retroactively to posted comments. However, Rehabs.com does not remove or edit negative reviews upon request or for payment. A User Review will be considered for removal or changes after it is published if requested by the user who posted the review; such amendments can only take place following an identity verification process.
How Facilities Can Engage
Rehabs.com also allows facilities the opportunity to proactively manage their online reputation by responding directly to a User Review or flagging a User Review for additional review.
The Official Facility Response form, located on the bottom of each User Review, allows treatment centers to respond directly to a User Review that has been left on Rehabs.com. These responses are subject to quality control before publication and Rehabs.com reserves the right to remove or amend responses under the same rigorous guidelines set forth for User Reviews. Additionally, any content that is not intended to address the commentary left in a particular User Review will be removed from the Official Facility Response prior to publishing. Facility Responses must be submitted using a verified facility-specific email address. All Facility Responses will be published within two business days of submission.
If a treatment center believes that any User Review does not meet the criteria for public posting, they may use the “Flag For Review” feature to alert a Rehabs.com quality control specialist who will provide additional review to determine acceptability.
User Review Removal Request
If a facility feels as though our quality checkpoints did not adequately evaluate the data and thus a fraudulent review appears on their profile page, the treatment center is welcome to complete, sign, and submit a User Review Removal Request form providing an explanation and evidence to support the inquiry. Reviews can only be removed from Rehabs.com if substantial evidence of manipulation, discord with our posted policies, and/or defamation is discovered. All provided proof and explanations will be thoroughly investigated and a decision will be made within five business days of submission.
What Are Editorial Reviews & Why Do They Matter?
For each treatment center listed on Rehabs.com, there exists an independently written Editorial Review. Rehabs.com Editorial Reviews are written to help consumers make an informed decision in choosing the addiction treatment center that’s best for themselves or their loved ones. We pride ourselves on having easy-to-read and reliable content that’s based on a deep pool of Rehabs.com proprietary data, thus serving as a credible and trustworthy editorial tool to support our millions of users.
Editorial Reviews provide an objective evaluation of all that a treatment facility has to offer by giving the relevant facts and weighing the data evenly. We’re not looking to expose any facility, but rather let readers make up their own mind by using language to address the descriptive details that make a facility stand out (e.g., location, facility design, treatment philosophy) while avoiding editorializing. Each Editorial Review contains information about several aspects of a facility such as its treatment offerings, accommodations, and payment options — thus providing a 360° snapshot of that center. The content in Editorial Reviews does not reflect the thoughts, beliefs, or opinions of Rehabs.com.
How We Write Our Editorial Reviews
Rehabs.com’s Editorial Reviews are independently curated evaluations of a treatment center, including its program offerings, staff credentials, amenities, reviews, and cost. Each Editorial Review is written by a qualified professional who operates apart from our sales and marketing division.
Editorial Reviews are written based on a combination of the following primary sources:
- Rehabs.com proprietary data, specifically the information not already presented in the User Reviews on a facility’s Listing Page;
- Information obtained directly from a facility via an Information Request Form or their official website.
When the aforementioned primary sources do not provide enough information to write a comprehensive Editorial Review, a writer may use relevant news articles or other Rehabs.com-approved secondary sources. This may include commentary that has been left by alumni, loved ones, or staff on other reputable reviews sites (e.g. Facebook, Yelp, or CiteHealth). In these instances a direct citation is provided.
As mentioned above, all Rehabs.com Editorial Reviews are objective. This means that our Editorial Reviews are not and will never be influenced by our relationship with a particular treatment center, and no facility can ever pay for a review. Additionally, we ensure all published Editorial Reviews adhere to the highest level of quality. Editorial Reviews are not published until our team is satisfied that the data collected meets the highest possible standards of quality and authenticity at the time of publication.
To further ensure our Editorial Reviews are as accurate and reliable as possible, we update them once a year, and indicate them as such. In these updates, all content is fact-checked, and particular attention is placed on incorporating new data collected by our Research Team.
How Facilities Can Engage
Rehabs.com allows facilities the opportunity to address factual inaccuracies (our team is human too) with the Official Facility Feedback Form, found by clicking the “Let us know if we missed something” link at the bottom of each Editorial Review. All feedback received via this form must be submitted using a verified facility-specific email address and will be resolved within two business days.
Questions About Our Reviews?
You can reach our reviews team through the form below. We are happy to answer any further questions you may have about our Research and Reviews process.