In today’s world, maintaining a positive reputation online is essential across all industries. Most people wouldn’t dream of trying a new restaurant without first checking its online rating. Similarly, those seeking health care may research potential healthcare providers and physician practices online before scheduling an appointment. It’s imperative to manage the online reputation of a healthcare clinic or physician’s office to ensure a positive first impression.
Creating a Review Generation Strategy
The first step in managing online reviews is determining a strategy for requesting and generating responses from happy patients. Some clinics have signs in all patient rooms or at the front desk encouraging patients to share their experiences. Others provide a printed document requesting a review from patients who seem to have had a positive experience.
Another option to consider is sending a personalized follow-up email to patients after they visit the clinic. Digital communication can include a link to top-used review sites in the industry, making it easier for the recipient to complete the form. Identifying a plan for requesting feedback can help a clinic improve its online reputation and generate more positive reviews.
What to Do With a Bad Online Review
According to a study conducted by Binary Fountain, a provider of patient feedback management solutions, approximately three-fourths of people seeking health care rely on online reviews to decide whether they want to visit a clinic. A negative online review of a healthcare clinic can significantly impact a potential patient’s decision to make an appointment, leaving those responsible for reputation management wondering what to do with bad reviews.
When a practice receives a negative review, the first step is acknowledging and responding to it. People who complain online often feel frustrated and want to be heard. By apologizing to the upset patient and expressing what the staff plans to change to avoid such an issue in the future, the clinic may be able to turn the review around. Use personal and authentic language in each response, rather than giving the same answer to every client. If necessary, the clinic manager or physician may also want to take the interaction offline by requesting a phone call or email.
Protecting Personal Social Media Profiles
Although social media can bring people together, it can also cause strife and division. Physicians and staff members at a healthcare practice should take all necessary steps to protect their personal information from potential patients. Depending on which social media platforms they use regularly, it might make sense to lock down certain ones with advanced privacy settings. Employees should consult with their practice’s human resources department for guidelines on appropriate social media use.
Outsourcing some tasks associated with operating a healthcare practice can help free up time and improve efficiencies. Some physicians and practice managers outsource the reputation management process to marketing experts who know how to garner positive reviews. Another task that might be worth outsourcing is managing the revenue cycle, which can be challenging to handle internally. Revco Solutions delivers cutting-edge revenue cycle management with customized solutions and reliable service.
