The digital transformation and technological advancement have led to unlimited access to information and resources. Today, many people go online to search for goods and services. A study reports that at least 90% of people visit online review platforms before contacting service providers. Healthcare reputation management can either make or break one as a doctor. It is difficult for one to concentrate on providing quality services while dealing with online reputation management.
Not sure where to begin? This guide provides recommended online reputation management techniques for doctors looking to grow their practice.
The 7 Techniques
- Embrace online reviews and ratings
Since many patients look through online reviews to find potential doctors, it is a great marketing platform for any physician. Some doctors get scared at a single mention of their practice. Instead, one should aim to have many positive reviews across various sites.
Encourage clients to share their experiences online to boost both your online and physical presence. Check out healthcare ratings on sites like Zoc Doc, WebMD, Vitals, Yelp, and CitySearch to find out what customers think of your services.
- Update your practice websites
Aside from the third-party review sites, one should ensure to update their information on search engines. Not only does accurate and similar information improve one’s ranking on search engines, but it also reduces consumers’ frustration during research. Online presence introduces the physician to the world. Therefore, the information one provides is a building block towards creating a reputable brand.
- Be on the lookout for what patients think about your services on social media.
When it comes to gathering information about what patients think of your practice, social media is the place to go. It contains unedited feedback of both satisfied and unhappy patients. Use specialized tools to keep track of any mention of your practice online. Search and address any comments that need attention or clarification. By monitoring social media and review sites, one can identify problematic areas and fix them accordingly.
- Make a habit of responding to reviews.
All reviews are critical, even the negative ones. Usually, people tend to appreciate when their concerns are taken into consideration. If some patients are unhappy with one aspect or the other in your business, it is better to take it head-on. Ignoring the issue makes it worse.
Engage with the clients and let them know that you are working to solve the matter. If the issue requires privacy, talk offline if needed. However, ensure that you follow HIPAA guidelines when responding to customers’ feedback. In case you get upset by a comment, leave it and address it later.
- Encourage positive testimonials
Although you cannot erase negative reviews, positive testimonials provide the best marketing material. With the patient’s written consent, you can share the quotes from satisfied customers on social media and other websites. Promoting positive reviews is an excellent healthcare reputation management strategy.
- Create a robust online presence
Social media is an incredible way of maintaining existing patients and finding new ones. Furthermore, health providers can also use such platforms to share important information, such as new services, updates, and promotions. Most patients again turn to social media when searching for answers to their questions. It is a great platform to build your reputation.
- Ensure your employees provide the best customer service
Patients provide reviews for the entire experience in a facility. Reviews range from the phone calls, front desk reception to interaction with the doctor. Train your staff in customer service policy to avoid negative reviews.
Health care reputation management affects all hospital sectors, including the employees, past patients, and even potential ones. In today’s digital world, online reputation management techniques for doctors are essential for healthcare facilities’ success.