A physician's reputation was once established and passed along by word of mouth, but now it can be greatly influenced by what patients are posting on the web. Now anyone can "Google" a name to know more about a healthcare provider and when they do... more than likely the links to several online review sites (reflecting both good and bad opinions) are going to come up at the top of the search.
Here are 3 simple suggestions medical practices can easily implement a few minutes each day to take care of those not-so-nice negative reviews:
1. Respond to the complaint online.
Some sites give you the opportunity to comment under the review or extend the conversation. You can address the review directly and if the negative reviews are on yelp, you can create a free business account and you can message the customers publicly. Identify yourself, explain your perspective, address inaccuracies (if any), apologize (only if warranted) or mention you will consider the suggestion. Respond professionally, with compassion and make suggestions that will improve the patient’s next visit.
2. Ask patients to review your practice online.
By doing this it has been found that 80% of the patients are more likely to leave positive reviews. But they may not think they will do it unless you recommend or suggest it. So encourage all your patients to leave their feedback on a review site (such as CitySearch / Yelp / Angie's List, etc.) and you will likely see more positive reviews.
3. Identify the patients who leave negative reviews and discuss it with them.
We know it's extremely easy for people to be very angry and critical online. They can also be fairly anonymous and don’t have to say anything to you directly. If you can identify this person through their negative reviews, however, consider contacting them directly to address their concerns.
Sometimes just reaching out to a dissatisfied patient can calm the situation (because they'll definitely recognize you care after hearing their complaint). You may be able to explain your perspective and diffuse the situation well enough that he/she might just be willing to remove that negative review (which was posted in a sheer moment of frustration on their end).
Sometimes just reaching out to a dissatisfied patient can calm the situation (because they'll definitely recognize you care after hearing their complaint). You may be able to explain your perspective and diffuse the situation well enough that he/she might just be willing to remove that negative review (which was posted in a sheer moment of frustration on their end).
Oh and don't forget... You can always make use of your own company web site and social media platforms to showcase all the positive reviews and testimonials from your patients. The more content you publish on the web promoting your medical practice in a positive light, the more likely your current and prospective patients are to believe the good over the bad & ugly.
For more information about effective online reputation management for your business visit PR Whores by clicking here.
For more information about effective online reputation management for your business visit PR Whores by clicking here.
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