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5 Reputation Management Strategies For Physician and Medical Practice

       

 

Nowadays, consumers are researching companies and products before they do any business with them. They search for information about their product, services, pricing and especially reviews.  

 

A survey by BrightLocal found that 80 percent of consumers trust online reviews as much as a friend. Reviews and testimonials play a critical role in a patient’s decision to choose a physician or medical practice. Not only are consumers looking for reviews, but they are also looking to share or spare others from their experience.

 

According to the Hardware Business Review, positive reviews can boost a practice’s revenue anywhere from 32 percent to 52 percent.

 

It is important to cultivate and maintain a healthy reputation in order to increase revenue and patient retention rate. Here are six reputation management strategies for your practice that will set you up for success:

 

1. Respond promptly to reviews

 

Acknowledging your customer’s review as soon as you can it is crucial for your business. According to a ReviewTrackers survey, 53 percent of customer expect businesses to reply their reviews within seven days. And not replying to reviews risks increasing customer agitation by up to 15 percent, according to Chatmeter.

Ideally, you want to reply to respond to your patients within 1-3 hours, especially those who leave negative feedback. About 70 percent of those who leave negative feedback feel better if their comments are addressed.

2. Promote positive reviews

 

Did you know that consumers with negative experiences are more likely to write a review than those who had a positive experience? This is why it is crucial to ask your patients to share their positive experiences online instead of waiting for them to come in. According to BrightLocal, 68 percent of consumers have left a review for a local business after being asked.  

 

3. Maintain a strong online media presence

 

It is crucial to keep a strong and healthy online presence. According to Software advice, 82 percent of patients use online reviews to evaluate physicians. Seventy-seven percent of patients use online reviews as their first step for finding a Doctor according to Software Advice. Websites such as HealthGrades, RateMDs and Yelp or CitySearch are some of the first sites that patients go to when researching for doctors, so make sure you leverage positive reviews across multiple rating sites.



4. Watch negative reviews closely

 

Surprisingly consumers get suspicious of fake reviews if there are no bad scores, and the truth is there are negative comments are inevitable so you have to keep a close eye on them. A survey by the Journal of the American Medical Association found that of consumers who checked online reviews, 35 percent of respondents would select a physician based on positive reviews, while 37 percent avoided doctors with negative reviews.



5. Monitor what patients are saying on social media

 

Just because they are leaving neither a good or bad review doesn’t mean they are not talking about you. Enlist social media monitoring tools to hunt for mentions of your practice and discover public online content (Anything from blog posts and tweets, to online reviews and facebook updates) and address comments before it’s too late. It is important to find out what your patients are saying on social media so you have a clear idea of what problems need to be fixed on your practice.  

 


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