Online Reputation Management for Doctors
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Online Reputation Management for Doctors
Curated and Written Articles to help Physicians and Other Healthcare Providers manage reputation online. Tips on Social media, SEO, Online Review Managements and Medical Websites
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Online Reputation Management to Avoid in 2019 

Online Reputation Management to Avoid in 2019  | Online Reputation Management for Doctors | Scoop.it

4 Traits of Bad Reputation Management
We all know it’s critical to maintain a great company reputation and build positive relationships with customers. This has lead many marketing firms to include online reputation management services as part of their offering. However, businesses may find it difficult to sift through the options and find the best firm for their needs. To help, we’ve put together this list of red flags to avoid when choosing an ORM firm for your company.

 

Guaranteed First-Page Rankings
Some SEO firms guarantee that you’ll quickly rank number one or you’ll pay nothing. This deceptive practice should be a huge red flag to businesses. Nobody can truly guarantee that you’ll attain the top spot in the search results. Many factors influence ranking movement, including some external factors that you can’t control. Moreover, search engines are constantly improving their algorithms, which impact search engine results on a daily basis.

 

Online reputation management requires a deep understanding of these factors, as well as the ability to adapt to external changes. Further, it takes time to rank in the top of search engines, especially for highly competitive keywords. A qualified firm understands the search engine reputation management strategies needed to improve your brands positive online presence.

 

Generating Reviews
Online reviews are critical for driving revenue. Whether you’re a local business or a top internet retailer, reviews are a major factor in consumers’ purchasing decisions. Because negative reviews can drive away potential customers, it’s important to monitor what customers say about your business. Many reputation management firms include review monitoring and management, however some may even offer to generate reviews.

 

This can be tricky. You should try to get Google reviews naturally because you offer great service and ask for reviews. However, don’t ever write or buy fake reviews. Reputation management agencies that promise to generate reviews often hire freelancers to publish fake reviews about your business. These reviews can even end up duplicated across several web platforms and have a negative impact on your business’s credibility. In some extreme cases, reputation management companies actually own review sites where they themselves publish fake negative reviews before seeking out the customer and offering their ORM services to remove these bad reviews.

 

If a firm offers to generate reviews, ask for clarity on their process, and if you’re still unclear, it may be best to avoid entirely.

 

Spammy Content Distribution
Creating strong, positive, optimized content is a key element in managing your online reputation. While content creation is a common service offered by reputation management agencies, where that content is distributed and published is equally important.

 

Sketchy firms will take advantage of customers by publishing the same content on low-quality sites on a mass scale. Many times customers are unaware this has happened because they rely on that firm to monitor their mentions and placements. Unsuspecting customers are paying for unique content on quality sites, but instead, their content becomes spam, duplicated across the internet.

 

Be wary when you see offers for “high impact content” published on “trusted sites.” Similar to the scenario noted above for review generation, some firms own a plethora of of low quality sites that they lump in with their handful of “trusted sites,” where they are able to control the content. Ask detailed questions about the content creation and distribution process. Know where your content will be published and that those placements are relevant to your business.

 

Promised Removal of Negative Content
The promise to remove negative Google reviews from the search engine results is the most common ploy used by fraudulent reputation management companies to attract prospective customers. Without legal grounds, the ability to remove a piece of negative content from the internet is generally not possible.

 

To put this concept into perspective, this would imply a firm has the power to delete content from millions of different websites and social media platforms without the owner’s permission. No firm has the ability or authorization to simply remove reviews from Facebook upon request. In fact, some firms claim they possess a software that can achieve this. Sound too good to be true? That’s because it is.

 

Sometimes these sites are operated by the firm themselves, or the firm has a financial relationships with the owners of the sites that allows them to remove content anytime.

 

Google will only remove content from the search results if it includes: valid legal requests (ex. copyright violations), child sexual abuse imagery, or sensitive personal information not intended for the public. You can learn more about how to remove content from Google here.

 

Before hiring a reputation management firm: do your research, ask questions and be sure to reference the above points during the process. You many also consider asking for references or a case study that will allow you to determine the firm’s quality and credibility.

Technical Dr. Inc.'s insight:
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How to Remove Bad (or Fake) Google Reviews - and Dispute Them

How to Remove Bad (or Fake) Google Reviews - and Dispute Them | Online Reputation Management for Doctors | Scoop.it

Anybody has the power to critique your company without ever visiting your store or coming face-to-face with your employees. For most businesses, reviews are a great way to build a positive reputation. However, they can also be a nightmare if an angry customer or competitor has a bone to pick with you.

 

But that’s not the only problem.

 

Shady competitors may try to use online review platforms against you. If you doze off behind the wheel, you might wake up to find countless fake Google reviews blasting your business. What’s worse, most people can’t tell the difference between a real customer and a fake reviewer.

 

But don’t worry. We’ll help you spot the frauds and show you exactly how to flag and remove bad Google reviews in this step-by-step guide. Here’s what we’ll cover:

 

How to spot fake Google reviews
Tips to respond to negative reviews
How to flag and remove Google reviews
Follow up and monitor progress
Protect your reputation
Need help rebuilding your company’s reputation? Contact us to learn more about our enterprise reputation management offering.

 

Why it’s important to fix bad Google reviews
It’s practically a guarantee that your business will get negative reviews at some point. That’s why it’s imperative to stay on top of feedback across all review platforms. It’s estimated that 91 percent of consumers read online reviews. They’re usually looking for negative experiences and to see if you attempted to make things right. If they don’t like what they find, they won’t buy from you. That means a poor online reputation could cost large companies millions of dollars and might even destroy a small business.

 

This isn’t to say that all negative reviews are terrible. On the contrary, they can build trust. No business is flawless, so an enormous pile of perfect ratings may smell like a pile of something else to savvy customers. Instead, a sprinkling of neutral feedback creates trust between the brand and the consumer. Bad Google reviews also give you a chance to improve your business. Think of them as free and honest feedback about what isn’t working.

 

Whether reviews are real or not, you still need to do something about them before they damage your company’s credibility and tarnish your hard-earned reputation. Step one is to find and remove fake Google reviews.

 

1. Evaluate your Google reviews
Regularly check for feedback on all review platforms, including Google, Facebook, Yelp and Ripoff Report. Larger companies should monitor review sites daily, while a weekly check-in will usually suffice for smaller businesses. Here’s an article that explains how to Google your business to find comments that may not have bubbled up to page one yet. It’s also smart to set up Google Alerts for your brand so nothing slips through the cracks.

 

If you see a dreaded 1-star review, don’t light your torches and form a mob. Instead, take a breath, calm down, and come up with a clear strategy to rectify the situation.

 

Bad Google reviews happen for many reasons, but most come from customers who’ve had a negative experience with your company. For example, perhaps someone received a faulty product or was insulted by rude staff. But sometimes complaints are just plain false. Disgruntled former employees, sneaky competitors, and spammers may be out to get you. Read criticism carefully to figure out who may have written it, and why.

 

Tricks to spot and remove fake Google reviews
Compare suspicious complaints with your sales records. Can you find any matching transactions? Here’s checklist to help you spot fake reviews:

 

The buyer isn’t in your point of sale software system
Purchased items and/or the transaction date doesn’t match their complaint


No customer service calls on record
Lack of detail (e.g., they haven’t named any specific employees)
You noticed a surge of bad reviews in a short period of time
There’s a connection between the reviewer and a competitor

 

2. Always respond to negative reviews
Rapid response is your best weapon against customer complaints. Never, EVER ignore a review, true or false. Addressing complaints quickly shows third-party readers that you’re serious about providing quality customer service. This is your chance to show others that they won’t have the same bad experience.

 

Tips for responding to a negative review
Contact the reviewer directly: Sometimes it’s best to talk offline. If you can get people on the phone, you may have an even better shot at calming them down. But don’t forget to revisit the original review and explain how the dilemma was resolved.

 

Take the proper tone: The right tone can turn a bad experience into a positive review. Don’t make excuses. Don’t get defensive. Keep things short and sweet. Maintain professionalism and own up to any mistakes you may have made. Swallow your pride and apologize, even if you’re not the one at fault. Most importantly, thank the consumer for their valued feedback.

 

Never threaten a lawsuit: Just don’t do it. Technically, you can sue someone for online defamation in some cases, but even if you win, you’ll likely lose in the long run. Lawsuits draw negative attention, and the media backlash from suing a consumer will scare off other clientele.

 

Offer to fix the problem: If the reviewer has a valid complaint, work with them to solve it. Address the employees involved, replace the faulty product, and make things right for your customer. But don’t make empty promises. Instead, follow through with everything you guarantee. Most negative reviews can be flipped around if the customer sees that you are willing to make things right.

 

How to respond to a fake Google review (yes, it’s necessary)
It’s critical to respond to all reviews — especially if the review is fake. Although you might know the review isn’t true, your customers may not. So before you do anything else, address their issue and apologize for their discontent. Then tell them that you are unable to find a record of their transaction. This sends a message to fraudulent reviewers that you’re onto them while appearing helpful to potential customers. Finally, offer to remedy their issue and give them your contact information (email and/or phone number). We’ll discuss the next steps you should take in the following section.

 

3. How to remove fake Google reviews
It’s usually possible to have a bad star rating removed if you can prove that it’s fake, inaccurate, or inappropriate. However, only the original author can delete truthful complaints from your company page. In the case of false reviews, though, you should take action as soon as possible to erase any trace of them.

 

Google’s review policy
You can dispute Google reviews and request that they be removed if they violate any of the following guidelines:

 

Spam and fake content: Content must be genuine. Google will remove false information intended to boost rankings.
Off-topic — Content must reflect an individual’s experience at a location. Irrelevant social, personal or political commentary will be removed.


Prohibited content: Google will remove illegal, locally restricted, sexually explicit, offensive, dangerous or derogatory content. This includes hate speech.


Conflict of interest: You may not review your own business, a current or former employer, or a competitor’s business.

 

How to flag fake Google business reviews
Google Maps is the easiest way to flag reviews and complaints. Find your business listing on Google Maps, and click on reviews. Next, identify any false reviews using the tips we shared above. Finally, click the three vertical dots on the right side of the Google business review and select “flag as inappropriate.” That’s all there is to it.

 

How to dispute a Google review
Google might not remove a flagged complaint as quickly as you’d like, if ever. To speed things along, you can also personally contact Google and ask them to take it down. To do so, visit your Google My Business profile again. Next click on the “support” option at the bottom of the left side navigation panel.

 

After clicking “support,” a help box will pop up. To email Google and dispute a review, you’ll need to click through the following list of help topics:

 

Need more help > Customer reviews and photos > Manage customer reviews > Email support

 

Then follow these three steps.

Submit your phone number or email address along with a screenshot of the suspicious review, and you should receive a response in one to two days.


If your situation is especially pressing or you still haven’t received an adequate response, try tweeting directly to @GoogleSmallBiz. Explain your predicament and how the negative Google review violates their review policy along with any images you have.
Finally, if you have evidence that the complaint qualifies as slander against your company, you can fill out a Google form for a legal removal request.


If you’d rather ReputationManagement.com do the work for you, contact our team to learn more about our white-glove reputation management service.

 

Fixing bad reviews on other sites


Facebook
Bad reviews aren’t limited to Google. Whether you’ve created an official Facebook page or not, your customers could be talking about you there. What’s worse, you may have started a page years ago and never gone back to address reviews that could be piling up. Check out this post to learn how to remove bad Facebook reviews.

 

Yelp
If an inappropriate review hasn’t already been filtered out by Yelp’s algorithm, you can report. If moderators find that the review breaches their content guidelines, it will be taken down. However, fake reviews often slip through the filters. Read our full article about how to remove yelp reviews to learn more.

 

Ripoff Report
It’s much trickier to get rid of Ripoff Report reviews. The only way to remove a Ripoff Report is to pay them an exorbitant amount of money. Otherwise, the platform refuses to take down complaints because they believe comments should be preserved to expose patterns of bad business practices. That means you’ll have to resort to reputation management strategies to push these results down. Learn more about Ripoff Report removal here.

 

Contact outside organizations if necessary
If you can prove that a competitor left a fake Google review for your business, report them to the Better Business Bureau and your local Chamber of Commerce. Of course, you should also inform the owner of the competing business privately and politely that you know what they’re doing and that you’re taking action to protect your reputation. If the matter continues to escalate, it may be worth filing a lawsuit.

 

4. Follow up and continue monitoring
Check up on bad Google reviews: Did you make up for a negative customer experience? Did you offer a refund or other compensation? If you believe you’ve resolved the issue, reach out and ask for their current feelings about your business. They may be willing to revisit or remove their original review.

 

Sadly, many review sites push edits to the bottom of the original complaint. But you should still update the report to show how important customer satisfaction is to your company. If the platform doesn’t allow for any changes, consider asking for another review that reflects the better experience. If he or she agrees to edit or remove their Google review or write a new one, be sure to leave a comment thanking them.

 

Keep tabs on reviews you’ve reported: Revisit the ratings you’ve flagged to make sure they’ve been altered or removed. If not, try pursuing other courses of action as we outlined above. If you find more fraudulent reviews, you may have a bigger problem, such as a competitor trying to interfere with your business. Continue to dispute them, but this is where you might start considering taking legal action.

 

5. Build a positive online reputation
If your search results are still flooded with bad Google reviews, the problem may be rooted in your business. Reevaluate how you can improve the products and services you provide. This might mean revamping your customer service training or even firing an employee. In the end you’ll need to do what’s necessary to make your customers happy.

 

The best defense is great customer service
Of course, the best online reputation management strategy to prevent complaints is to provide impeccable service and and amazing products. Doing so will make it easy to earn enough positive ratings to drown out the negativity. Always do everything in your power to make each experience the best it can be. Don’t charge more than necessary. Deliver the correct order the first time. Most importantly, do whatever you can to make your business a place where people feel welcome.

 

Ask happy customers for reviews
Ask your customers what you’re doing right and what you could improve. If they seem to have positive sentiments about your company, encourage them to leave a review and show your gratitude to the ones who do. Here are some helpful tips to get Google reviews:

 

Ask immediately after a transaction.
Include calls to actions on receipts and email newsletters.
Post a list of review sites near your front door or cash register.
Encourage feedback in your store and on your company website so consumers can air their grievances privately instead of posting them online.


Never buy or fabricate reviews, bribe your customers, or obtain too many good reviews in a short period of time — this looks just as suspicious as a sudden onslaught of bad reviews.
Expand your online presence


Build a positive online presence that keeps negative content out of your search results. It’s not a quick and easy process. In fact, you’ll probably need help from experts like us.

 

We can help you establish and optimize your social media platforms and keep them regularly updated with fresh content.

Stay aware: Our team also offers around-the-clock brand monitoring. We’ll watch over your Yelp, Facebook, and Google reviews, in addition to your entire advanced search landscape. You’ll get relentless vigilance over your brand’s complete online presence so we can take action before issues become widespread.

 

Amplify positive news: We’ll work with you to publish and promote positive content that represents your business. Public relations tactics alone aren’t enough to change your search results. You’ll need cutting-edge SEO reputation management strategies to see results. No other firm understands Google’s search algorithm better than us.

 

 

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004

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Physicians in the digital age should know about reputation management in 2019 

Physicians in the digital age should know about reputation management in 2019  | Online Reputation Management for Doctors | Scoop.it

Unfortunately, we live in a litigious world.

 

Although nearly every doctor puts forth the greatest effort to take the best care of each patient, it is often not possible to keep every single one happy.

 

In this day and age, when patients aren’t happy, they frequently resort to digital channels to express discontent with their doctors.

 

Worse yet, some physicians are involved in lawsuits and, through no fault of their own, end up getting negative press coverage — which in turn can result in loss of business and a tarnished reputation.

 

Often, doctors choose to neglect negative coverage but that is not a good long-term strategy.

 

Instead, physicians do better to take a proactive approach to managing their online presence. In the 21st century, the first ten Google search results tied to your medical business can literally make or break your business.

 

That’s how reputation management for doctors, as a marketing strategy, has become a standard service.

 

There are typically two marketing approaches that can be deployed in reputation management for doctors, depending on specific circumstances:

 

1. Crisis Management: This refers to when a physician needs to go on the defensive due a PR nightmare. Usual culprits causing a doctor to deal with crisis management include lawsuits (both when patients sue a doctor and when a doctor sues a patient), DUIs or arrests (doctors are human, too, and sometimes have to deal with unfavorable public records), misconduct cases (ex., sexual harassment claims) or government investigations (ex., governmental study of a doctor’s billing or prescription practices).

 

2. Proactive Reputation Management: This refers to tactics used by doctors to proactively build and manage their digital personae. Today, certain physicians have recognized the power of proactive marketing and social media platforms and have systematically engaged different strategies to boost their digital presence.

 

Both crisis management techniques and proactive reputation management use similar tactics when it comes to improving a doctor’s online persona. Crisis management is nothing more than a subset of proactive reputation management techniques used in a more aggressive way. Since a doctor is on the defensive, the costs associated with quickly dealing with the problem at hand are higher.

 

If you are interested in building your online reputation gradually and systematically, this article is for you.

 

We will quickly review all the tried and true marketing techniques that apply to proactively creating a digital brand for a physician. Are you a doctor or physician interested in creating a powerful online presence? This checklist is for you.

 

Still not convinced your digital presence matters as a practicing physician? Here is an infographic that might change your mind:

 

  • 85% of users trust online reviews as much as they trust personal recommendations
  • 33% of Millenials look for healthcare information online and on message boards.
  • 72% of patients start the search for a new doctor online
  • 65% of patients believe doctors should respond to negative reviews online
  • A study published in the Journal of General Medicine found that 53% of physicians look at physician review websites
  • Around 84% of today’s patients say they research new primary physicians and medical practitioners online before visiting a doctor’s office
  • 48% of patients said positive online reviews can convince them to go out-of-network for treatment because they value quality of service over care affordability.

 

1. Self-Assess Your Current Online Reputation

Don’t feel knowledgeable about what is being said about you online? Google yourself — it really is that simple.

 

In 2017, patients commonly checked doctor reviews on websites such as Yelp, ZocDocs, WebMD, RateMDs, Healthgrades, Google Reviews and Angie’s List. Find your practice on any of these websites and look at what patients are saying.

 

Assessing comments, posts, and reviews on these popular platforms will give you a far better idea of which reputation management approach to take, as well as areas you could improve.

 

2. Claim your Google Business Listing
A Google business listing on Google My Business is a standard free service provided by Google to all local businesses all over the US. Since Google searching is statistically how a large number of people obtain their information about doctors, having a listing profile could be the difference between creating a positive impression and the alternative.

 

If your medical practice doesn’t already have a business listing – go claim yours. This free listing allows you to add pictures from your practice, add hours of operation, information about your business and lets your patients review your practice.

 

3. Build a LinkedIn Presence
Studies show that owning a LinkedIn profile means a high ranking on Google searches — which right away puts you at an advantage.

Furthermore, having a well-curated, detailed LinkedIn page makes your practice seem legitimate, while simultaneously giving you a platform on which to showcase your previous achievements.

10-15% of patients find the doctor through his online presence — and credits his LinkedIn profile for increased business.

 

4. Add Your Listing on Popular Websites
An analysis of 4999 online physician ratings revealed a surprising fact — most patients give physicians favorable ratings online. This means that just your presence on popular physician rating websites means that you will likely benefit from positive reviews!

 

The study found HealthGrades.com, Vitals.com, Yelp.com, YP.com, RevolutionHealth.com, RateMD.com, Angieslist.com,

 

Checkbook.org, Kudzu.com, and ZocDoc.com to be the most popular platforms among physician rating websites; it is of vital importance to maintain profiles on these websites to boost your online reputation.

 

5. Monitor Your Presence Proactively
Not all doctors understand that your online presence can change in a matter of minutes.

 

One bad review, or one unwanted article could mean the deterioration of your online reputation and an accompanying loss of business.

 

It is important to always be on top of what people are saying about your practice every day. Thankfully, it is also very easy to do so. One useful method is to set up Google Alerts, which will notify you whenever your name or the name of your practice is mentioned online.

 

This proactive approach will allow you to better manage your image and improve the success of your medical practice.

 

6. Customer Service Training for Staff

It might surprise you to learn that a combined 48% of patients say they value the friendliness of the medical staff and the ease of scheduling appointments over other information when reading online reviews.

 

Patients leave reviews about every individual with whom they interact in a medical practice, not just the doctor or the healthcare service offered.

 

Train every staff member in customer service best practices and make it company policy to closely follow these practices . Each phone call, front desk conversation and nurse interaction should be handled with friendly, professional behavior. Training staff in customer service protocols could indirectly result in increased business and a more successful practice.

 

7. Respond, Respond, Respond to Comments
Most patients feel that it is important for doctors to respond to all online feedback; it is of vital importance that you respond to both negative and positive comments about your practice online.

For positive reviews, be sure to thank patients for kind words about your practice. Leave an uplifting message that underlines your commitment to patient satisfaction, but be wary to avoid revealing any information that may violate privacy laws.

For negative feedback, refrain from responding in an emotional state, and think deeply about what your response could imply about your business. The right response can quickly neutralize a negative view about your business.

 

Before you address any review — whether extreme or not — consider whether you are able to address the points made from an objective standpoint. Think about the patient’s perspective, your own view, and even the view of someone who is simply reading the review.

 

Minimize the damage to your reputation while simultaneously sidestepping any possibility of violating privacy laws.

 

8. Be Careful Online
Nothing looks worse than a doctor arguing with a patient online.

Doctors should encourage the patient to get in touch with the practice in a more private manner, while apologizing on public forums. Do not acknowledge that a patient was in your office, or that you provided treatment — this is in strict violation of privacy laws and will not reflect well on your business.

 

Furthermore, it is important that you keep your private and professional lives separate on the internet. When potential customers look you up online, it is important that they do not see the nights out and the family barbecues, only what matters from a work-perspective.

 

Keep private profiles restricted so that only friends and family can see them. If you have private information online and cannot remove it, an online reputation company can help.

 

9. Actively Request Feedback
As previously stated, most physicians receive favorable reviews. This means that setting up a user-friendly review process for your customers is in your best interests.

 

Not receiving enough reviews? That may just be because you’re not encouraging patients to leave them. Ask your patients whether they’d be willing to review you when you send them follow up emails.

 

According to a 2016 survey, 70% of consumers said they would leave a review for a business if they’re asked to do so. If you are concerned about asking for public feedback, know that requesting reviews rarely hurts a practice. In fact, more than 50% of patients report leaving positive reviews when they do rate a business; only 7% of patients write negative reviews.

 

An easy, intuitive review system means that your review base will only grow with time, enhancing your online reputation.

 

10. Improve Based on Feedback
Positive and negative feedback can improve your online presence, but it won’t be useful unless you act on it.

Feedback is among the best signs of where your practice stands to improve, and offers an opportunity to give your customers the best experience possible.

 

Facebook is a great place to speak to your patient base and directly ask for reviews through organic posts. Since no one can hide behind an anonymous moniker, you can trust that the feedback you solicit should be a bit more reliable than on other platforms. Take advantage of the following you have built to solicit feedback.

 

11. The importance of reviews
90% of consumers read online reviews before visiting a business. Indeed, 84% of people trust online reviews as much as a personal recommendation.

 

Positive reviews, satisfied quotes, and happy patients make for highly effective free advertising; they are proven to affect the way potential customers think about your business.

Be sure to obtain permission before using any patient’s content in marketing material, however.

 

A word of caution: resist the temptation of creating fake, positive reviews for yourself. Fake reviews are not only fundamentally immoral, but review websites often scan for inauthentic submissions. If a review on your page is flagged as fraudulent, your practice will quickly develop a negative reputation.

If the authenticity of your reviews cannot be verified, your practice could be flagged.

 

12. Create a Blog

There are several reasons why doctors should consider authoring a blog.

 

First, writing a blog conveys to readers that you are proactive and involved in the medical community. It also builds a voice of your own. This goes a long way to establishing you and your practice as a thought leader in the industry. It also has the potential to give you a vastly enhanced reputation.

 

Blogs are also a lesser-known but highly effective search engine optimization tool. Owning a blog means that your website is more likely to rank highly in search engines such as Google, owing to content freshness and user interaction.

 

Blogs have the added advantage of providing you with content for social media. This gives you a forum for getting involved in popular news items, and enables you to rank for Blog searches as well as regular searches on the internet. This means more people will see your content.

 

13. Maintain a Social Media Presence
Social media is a multi-faceted tool. Social media can be used to find new patients, engage existing ones, and improve your online reputation. Maintain a social media presence that provides useful information, updates about your practice and helpful, respectful answers to patient questions, and even thought leadership!

Many patients turn to social media in their online inspection of a healthcare provider. If you don’t have a presence, you are selling your practice short.

 

Today, 31% of healthcare professionals have already turned to social media for professional networking. Over 40% of patients report that social media affects their choice in a healthcare provider and facility.

 

14. Outline your Value Proposition
Emphasizing what makes your business different from the competition is not strictly an online reputation management tool, but it can be employed online to make your practice stand out.

Does your business offer better customer care than others? Make sure to highlight it on your website and publications.

 

15. Be a thought leader

Not only can an effective content marketing strategy win you valuable organic search traffic but those in your city who see that you have published thought-provoking articles about your industry of expertise will also see you as a thought leader in your field.

 

What better way to show the world you are keeping up with current trends in the medical world than by publishing a regular stream of articles about your profession? Useful content will be greatly appreciated by readers and it gives you an effective means of selling without being overtly sales-y. Even just one post per month will go an incredibly long way to improve and expand your reputation over a period of several years.

 

16. Build a Company Website
In today’s digital climate, having a company website is imperative.

81% of consumers perform online research before making a purchase, and owning a website allows you to express information about your business in a professional, official manner.

 

Furthermore, owning a domain name means that customers that research using organic search engines are more likely to come across your business, meaning more customers for your practice.

 

17. Backlinks and Search Engine Optimization
If you want your business to rank highly on search engines, understanding how backlinking and search engine optimization work is of vital importance.

 

A backlink is an incoming link to your website. In other words, another website links to yours.

 

The more backlinks your website has, the higher it will rank on popular search engines such as Google. The higher your website ranks on these search engines, the more likely people who search for “best doctors in my area” or related phrases are to see your business.

 

Indeed, 93% of searchers never go past the first page. Instead, they are using only the first 10 search results to form their impression — which means it’s imperative for you to be near the top.

 

Search Engine Optimization focuses on how to make your website rank highly on these kinds of websites — this does not simply include backlinking. Making yourself familiar with SEO principles could mean increased traffic, and ultimately more business for your practice.

 

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004

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Five Online Reputation Management Strategies for Physicians 

Five Online Reputation Management Strategies for Physicians  | Online Reputation Management for Doctors | Scoop.it

Many healthcare executives are opening their eyes to the new ways prospective patients are searching for physicians. Almost half of consumers surveyed in 2014 believe reputation is the leading factor when selecting a doctor or a dentist. It is likely those numbers will continue to rise.

 

As more and more information about physicians becomes available online and big digital health companies compete to list doctors, consumers will gravitate to the most information-rich channel. So how can a busy doctor navigate the waters of online reputation, while focusing on providing top quality care to patients?

 

Here are five online reputation management strategies that are yielding results for successful physicians.

 

Embrace online ratings and reviews

While many physicians aren't fans of online reviews, these websites are here to stay. That's because more and more consumers are heading to ratings sites to compare healthcare providers and post reviews about their experiences.

A 2014 survey published in the Journal of the American Medical Association revealed that of consumers who parsed through online reviews, 35 percent of respondents would select a physician based on positive reviews, while 37 percent avoided doctors with negative reviews.

 

Consumers use both healthcare-specific ratings sites — think Healthgrades and RateMD's —and general consumer sites like Yelp and CitySearch. The best way to catch a consumer’s eye online is to have a large volume of positive reviews across multiple ratings sites.

 

So how do you get more reviews?

 

Ask patients to rate you

Now that you've seen the power of ratings sites in affecting online reputation, how can you get more reviews? Just ask.

If you're not sure how to ask patients to rate you, here are a few suggestions:

 

• Hand a card to the patient with the urls listed for key consumer ratings sites and ask them to rate you

• Add a clickable link for key sites to your email signature and website.

• Send patients a snail mail letter with urls of popular ratings sites.

• Keep a tablet at the front desk and ask patients to post a review before leaving your office.

• Send an email request using your auto-responder.

• Create a short video with step-by-step instructions.

Try out multiple strategies to gauge those that work best for your practice, and then focus on the most important thing. Consistency. That means finding a way to ask every patient to rate you online.

You want to see new reviews every week if possible, building up your total volume, and diluting the strength of negative comments.

 

Take full advantage of online profiles

Another way to beef up your reputation is by completing online profiles on sites such as Healthgrades, Vitals, and RateMDs. As many patients search for physicians by name, you'll want a mix of different types of search results, including content you provide.

 

One site many physicians are using is called Doximity, sometimes billed as the LinkedIn for doctors. This is a physician to physician site that can be useful in building relationships with referring doctors.  Consumer sites, such as Vitals, allow you to claim your professional profile and add information about education, specialties, and expertise.

 

Don't ignore angry patients

The first rule is treat every patient well. However, sometimes service may not be up to the patient’s standard. Or a patient or family member is simply unhappy with some aspect of treatment. Like any business, you won't please everyone.

 

But consider how you'll respond when a patient posts a negative or angry review.

 

You don't want to discuss any aspect of a patient's case in online statements, leading to potential HIPAA violations. This means you can't answer someone posting anonymously, but depending on the severity of the negative comment, you may or may not want to respond directly.

 

Some online review sites — RateMD's is one — allow you to respond to a negative review. Crafting a response acknowledging a problem can show prospective patients that you are serious about providing a positive experience.

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27 Essential Tips for Reputation Management for Doctors 

27 Essential Tips for Reputation Management for Doctors  | Online Reputation Management for Doctors | Scoop.it

1. Self-Assess Your Current Online Reputation

Have you Googled yourself lately? If you don’t know what’s being said about you or your practice online, you need to self-assess your current reputation. In 2017, patients commonly checked doctor reviews on websites such as Yelp, ZocDocs, WebMD, RateMDs, Healthgrades, Google Reviews and Angie’s List. If you find your practice on any of these websites, look at what patients are saying.

 

After exploring various review websites and the first few pages of Google, you’ll have a better idea of your current online reputation.

 

2. Monitor Your Reviews Proactively

Set up Google alerts that will email you whenever your name or the name of your practice is mentioned online. Read each new mention of your practice carefully and closely monitor your online reputation every day.

This proactive approach will allow you to better manage your image and improve the success of your medical practice.

 

3. Treat Every Patient Like a Reviewer

Remember that every patient that calls or comes to your practice is a potential reviewer. Treat each patient with the utmost respect, projecting the image you want your practice to have. For example, if you’d like patients to report courteous behavior and compassionate staff (and you do), go above and beyond to ensure each person experiences just that.

 

Remember, in today’s high-tech society, what you say to a patient could be posted online immediately.

 

4. Request Feedback

If you’re not receiving many online reviews, it might be because you’re not encouraging patients to leave them. Ask your patients if they’d be willing to leave reviews about their experiences online when you send them follow up emails.

According to a 2016 survey, 70% of consumers said they’ll leave a review for a business if they’re asked to.  If you’re concerned about asking for public feedback, know that requesting reviews rarely hurts a practice. In fact, more than 50% of patients report leaving positive reviews when they do rate a business. To compare, only 7% of patients write negative reviews.

 

5. Hire a Reputation Firm

If your online reputation has gotten away from you, or if perhaps you’re just too busy to take the necessary steps to improve it, you may want to seek out professional assistance by hiring an online reputation management firm. These firms staff teams of professionals who can keep your online image focused on the positive aspects about your practice so you can put your best foot forward when being considered by new patients.

Reputation firms can also offer advice on responding to negative patient reviews and on improving doctor/patient relationships online.

 

6. Address Critiques Objectively

Before you do anything about a critical review, address it objectively. Consider the situation from the patient’s point of view, from a legal standpoint and from the public’s point of view. Examine the most professional response and how you can minimize the damage to your reputation while respecting confidentiality laws.

If you are feeling heated and upset by a negative review, come back to the review later on.

 

7. Think Carefully Before Addressing Anyone Online

Nothing looks worse than a doctor arguing with a patient online. For example, if a past patient claims your practice missed a diagnosis, to dispute this online would breach doctor/patient confidentiality laws and cause you to appear unprofessional.

Instead, doctors are encouraged to ask the patient to contact the practice for a specific response while offering apologies. Always address reviews professionally and do what you can to make it right. Do not acknowledge that a patient was in your office, or that you provided treatment for both positive and negative reviews.

 

8. Don’t Create Fake Reviews

Filling a website with dozens of fake positive reviews might sound like the easiest way to improve your online reputation. Instead, this can quickly ruin a practice. Not only is this fraudulent behavior, but many review sites regularly scan for fake reviews.

If the authenticity of your positive feedback cannot be verified, the reviews may be removed and your practice may be flagged for fabricated reviews. It’s just not worth it.

 

9. Respond to Positive Reviews

When you receive a positive review, thank the patient for his or her kind words about your practice. Leave an uplifting, professional response that shows your commitment to patient satisfaction. Do not, however, share any patient information that could violate privacy laws.

 

Stay clear of phrases like, “It was great to see you,” or “Thank you for visiting the office.” Keep it vague and positive such as, “Thank you for the kind words.”

 

Patients prefer visiting practices that demonstrate active engagement with online reviewers.

 

10. Respond to Negative Reviews

Just as you should respond to positive reviews, you should also respond to patients who leave negative feedback. As previously noted, do not do so from an emotional state and always consider your response carefully. Ask yourself if anything you write violates confidentiality laws and if it shows your practice in the best possible light.

 

Most patients feel that it’s important for doctors to respond to all online feedback. In fact, only 27% of patients found it minimally important, or not at all important, for physicians to respond to negative reviews.

 

The right response can neutralize a negative review, preventing it from further damaging your reputation.

 

11. Don’t Get into Online Arguments

When you respond to a negative review, an upset patient might try to antagonize you into an argument. Regardless of what is said, even if the patient is lying, participating in an online argument will do worse for your reputation than the review itself.

Always respond professionally. If a patient instigates an argument, offer to discuss and resolve the matter privately, but do not otherwise engage in a dispute.

 

12. Promote Positive Reviews on Your Website

The positive reviews you receive can be your best marketing material. Promote positive reviews on your website, use quotes from happy patients in your marketing and draw attention to the good things your patients say about you. Before sharing or embedding patient reviews, however, always seek written consent from the patient to protect his or her privacy.

 

13. Be Extra Careful of Patient Privacy Laws

Patient privacy laws must be respected when responding to online reviews. The Health Insurance Portability and Accountability ACT of 1996 (HIPAA) obligates every healthcare practitioner to protect patient privacy.

 

Information gained through any part of the patient’s care should never be published publicly without proper authorization. Best practice is to never confirm that the patient was seen by your clinic, according to Dr. Danika Brinda of Planet HIPAA. Instead, thank the patient for sharing feedback, and if necessary, invite further discussion in private.

 

14. Train All Staff in Customer Service Best Practices

Patients leave reviews about their entire experience with a practice, not just with their doctor. Train every staff member in customer service best practices and make it company policy to follow these practices closely. Each phone call, front desk conversation and nurse interaction should be handled with friendly, professional behavior.

 

When patients read reviews, they’re not always focused on the quality of healthcare that each review reports. It might surprise you to learn that a combined 48% of patients say they value the friendliness of the medical staff and the ease scheduling appointments over other information when reading online reviews.

Every member of your staff, even those who do not regularly interact with patients, should be trained in the company customer service policy.

 

15. Maintain a Social Media Presence

Social media is an excellent way to find new patients, engage existing patients and improve your online reputation. Maintain a social media presence that provides useful information, updates about your practice and helpful, respectful answers to patient questions.

 

Many patients turn to social media in their online inspection of a healthcare provider. If you don’t have a presence, you’re selling your practice short. Over 40% of patients report that social media affects their choice in a healthcare provider and facility.

Today, 31% of healthcare professionals have already turned to social media for professional networking. Join these businesses and shine brighter than your competition in 2018.

 

16. Keep a Regular Social Media Posting Schedule 

Maintaining an effective social media account for your practice requires consistency. The right posting schedule will boost your traffic and help you find new patients.

 

Include your posting schedule in your organization’s social media guidelines to keep your staff on the same page. Over 30% of healthcare organizations provide similar social media guidelines to staff. If you do not have staff in charge of managing your social media, consider outsourcing the job to a reputation management firm.

 

17. Be a Thought Leader in Your Field 

Don’t settle for being an off-line doctor. Become a thought leader in your field. A thought leader drives innovation and brings new ideas to his or her given industry. Such leaders become popular, well-respected professionals in their fields, which increases exposure and boosts their online reputations.

Becoming a thought leader isn’t something you can earn a degree for and be done with, it’s a process. You must establish yourself as a reputable professional, refine your skills and bring new, improved ideas to the field on a regular basis.

 

18. Keep Your Online Private Life Private

When your patients look you up online, you don’t want them to see your nights out with friends, family barbecues and casual social media updates. Keep any private online profiles restricted so only friends can view them and never post personal opinions, photos or videos on your professional accounts.

Ideally, your patients shouldn’t find your personal social media accounts even if they go looking for them. If you have private information online and cannot remove it, an online reputation company can help.

 

19. Register Your Name as a Domain and Secure Relevant Web Properties

Registering your name as a domain dramatically improves your search engine optimization (SEO) and it can even protect you from scandal. When potential patients Google your name, the domain that matches your name will appear at or near the top of the page. If you don’t own this domain, someone else could purchase it for their own means or even to use it against you.

 

For example, a disgruntled patient or competitor could buy an unregistered domain – i.e. www.DrYourName.com – and post false content about you there.

You’ll also want to secure other relevant web properties on professional website, blogging platforms and more.

 

20. Verify and Claim Your Google Business Listing 

Claiming your business on Google provides a good starting point to control what’s displayed about you on Google searches. This includes business location, images, hours and reviews. Once claimed, you can use Google Business tools to improve your listing.

 

Visit www.google.com/business and log in with your professional Gmail account to create your free Google listing.

 

21. Read Reviews of Other Doctors to Identify Trends and Pain Points

Researching the competition is among the best ways for businesses in any field to boost their success. Read reviews from other local doctors so you can identify pain points and trends that impact what other patients are saying.

 

The more you know about how and why your competition succeeds or fails, the more information you have available to help improve your private practice.

 

22. Know Your Audience and Keep It Professional

Whether you’re posting on the company blog, your practice’s Facebook page or in response to a positive review, know your audience. Consider your patient demographic and use it to define how you present yourself. Also keep every post professional, clean and polite.

 

Doctors, more than many other types of professionals, must maintain complete professional presentation and neutrality.

 

24. Temper Your Expectations

Remember, overhauling your online reputation is a marathon, not a sprint. If you start cultivating your online reputation now, it will not look perfect in five days. However, if you work on your reputation every day, proactively address reviews and continue to improve your practice, you could end 2018 with an excellent online presence.

 

To put it into perspective, Google typically recognizes index profile changes every two to six weeks. This means you can expect some small changes about every month, but you will not dominate the front page of Google after one long night of reputation repair.

The more time you can devote to this, the better. If you don’t have hours of extra time to devote to managing your presence, consider outsourcing to someone who does.

 

25. Treat the First Page of Google as Your Business Card 

Whether you like it or not, Google results are the new business cards. It doesn’t matter what your traditional advertisements say if your potential patients find contradictory information on the front page of Google. Often, when a patient Googles a practice, he or she will look for another physician in seconds if the front page lacks information or displays negative reviews.

 

According to a 2016 survey, 88% percent of consumers trust online reviews as much as they trust personal recommendations. Furthermore, 90% of consumers read fewer than ten reviews before forming an opinion about the business.

 

If your online reputation is less-than-perfect, launching a proactive approach will improve your practice’s success. Online reviews are a modern concern for practitioners in all fields of healthcare and the number of platforms used to facilitate patient reviews is rapidly increasing.

 

Whether your reviews are positive, negative, or nonexistent, knowing what’s out there is the first step in protecting both yourself and your practice.

 

26. Pay attention to your Facebook reviews and ratings

Facebook is increasingly becoming one of the more frequently relied upon review platforms. Many experts have so much as predicted that 2018 will be the year that Facebook reviews come of age and begin to rival Yelp and other platforms as the go-to source for customer sentiment about brands. You can be certain that doctors – especially those with the all-important social media presence – will be a healthy part of the mix.

 

Facebook is also a great place to speak to your patient base and directly ask them for reviews through organic posts. And since no one can hide behind an anonymous moniker, you can trust that the feedback you solicit should be a bit more reliable than on other platforms. Take advantage of the following you’ve built to solicit feedback.

 

27. Content marketing is essential, even for doctors

Not only can an effective content marketing strategy win you valuable organic search traffic, but those in your city who see you’ve published thought-provoking articles about your industry of expertise will also see you as a thought leader in your field. What better way to show the world you’re keeping up with current trends in the medical world than to publish a regular stream of articles about your profession? Useful content will be greatly appreciated by readers and it gives you an effective means of selling without being overtly sales-y. Even just one post per month will go an incredibly long way over a period of several years.

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Urgent Care Marketing Strategies for Your Online Reputation

Urgent Care Marketing Strategies for Your Online Reputation | Online Reputation Management for Doctors | Scoop.it

Your urgent care marketing strategies and Search Engine Optimization (SEO) efforts may have improved your search ranking. However, chances are low that you'll get any new patients if your practice shows up with a poor online reputation on Google. For your urgent care marketing to succeed, you'll need a stellar online reputation, and for that, you'll need help from your existing patients.

 

Online Reviews Help in Building Trust

 

Even after using creative marketing and ad campaigns, you may not be able to attract patients, as your top competitors are also there trying to impress them. Ads and campaigns show your biased information and patients know this. That’s why they trust online recommendations from other patients when choosing any urgent care practice. 68% of people trust a company with positive online reviews.

 

Patient Experience Boosts Your Online Reputation

 

In the midst of all sorts of marketing materials, it’s the experiential stories that resonate with potential patients the most. A potential patient looking for an urgent care would hardly think of selecting your practice if it doesn’t have a strong external support (in the form of online reviews) from its existing patients. Patients rely on hearing stories from other patients. According to a survey by Software Advice, 72% of patients use online reviews as their first step in finding a doctor.

 

Think of an online review as a recommendation from a neighbor who had a recent experience with your care. A patient residing in your locality faces an immediate need of care and wonders where nearby he/she can find a good urgent care center, so he/she asks your existing (happy) patient who refers him/her to you. It’s important for you to provide them with the best patient experience that is worth sharing about.

 

How to Balance Your Reputation Picture

 

Patients can sense fake or paid reviews. If your profile is showing only good reviews, some would think this means that either these reviews are fake or paid. No reviews are just as bad as fake or paid reviews. If your practice has no reviews, it would be very difficult for a patient to trust you.

 

The best way to show a more balanced picture of online reputation for your healthcare practice is automating the process of gathering reviews from your patients. Integrating reputation management tools into your patient management system (or your EMR) will let the reviews flow in automatically. Promote the positive ones on your social channels or website and tackle the negative ones and use them to improve your service and patient experience.

 

Online Reputation Management Is Crucial for Conversions

 

SEO and marketing strategies may help your urgent care practice rank higher in search results, but will not ensure conversion unless you have an improved online reputation. Search ranking helps you become visible in search results; the next step is how you convince your patients to select you. Being a healthcare practice, you cannot convince them by words, you need proof that comes from your existing patients. That’s where online reputation management becomes crucial in improving your online conversion goal.

 

We conducted a study that will help you understand how online reputation management helps in conversion. We analyzed data for one of our urgent care clients based in California for the period of Oct - Dec’17 when they were not managing their online reputation. That data was then compared to the period of Jan - Mar’18 when they automated their review management process through our reputation management tool.

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4 Key Facts From 2018 Online Reputation Management Survey 

4 Key Facts From 2018 Online Reputation Management Survey  | Online Reputation Management for Doctors | Scoop.it

A healthy online reputation is critical to attracting new patients, but how are providers managing their reputations? Our exclusive survey shares answers and highlights risky knowledge gaps.

 

It happens every day: A person searches for a healthcare provider online and quickly narrows their choice to two options. What’s the determining factor? Which provider gets the appointment and the new patient?

 

The one with the stronger online reputation. A whopping 91 percent of patients have said the provider with better online reviews is likely to be their choice, according to Software Advice.

 

In markets across the nation, there’s a provider continually finishing second in that head-to-head comparison, and losing new business. With that much at stake for providers, PatientPop asked 200 healthcare practices about their approach to, and knowledge of, online reputation management, and their plans to stay ahead of their competition. The results are in.

 

Here’s a preview of our full report:

 

1. Providers feel online reputation is important, but they don’t know how to affect it.


Some 80.3 percent of survey respondents said maintaining a strong online reputation is either very or extremely important. Yet, a majority of respondents — 55.4 percent, illustrated below — do not know or aren’t sure about actions they can take to positively affect their own reputation.

 

2. Although patient reviews are the key to an impressive online reputation, most providers receive reviews from very few patients.


To foster a strong online reputation — and encourage a beneficial two-way connection with patients — it’s essential that providers ask patients for feedback. Our survey found that it’s not happening enough.

 

Whether providers aren’t asking (52 percent said they are), or the methods they’re utilizing are ineffectual, only a small percentage of patients are sharing their healthcare experiences online. In fact, 71.3 percent of providers receive reviews from 5 percent or fewer of their patients.

 

3. Nearly two-thirds of healthcare providers have received a negative review online.


In our survey, 62.4 percent of respondents said a patient has posted a negative review about their practice. It’s not a surprise, then, to learn that number is nearly identical to the percentage of providers who said they’re very or extremely concerned about negative reviews and the consequences that could arise.

 

Regardless of whether they’ve received a negative review, healthcare providers have a variety of concerns about how their practice and reputation will be perceived by prospective patients and the community at large.

 

4. 45.8 percent of survey respondents are already putting resources toward online reputation management in 2018.


Nearly half of the practices that took part in our survey need to improve or better maintain their online reputation, based on their plans to do devote more staff, time, and/or money toward that effort.

 

Some are looking to expand their business by gaining greater visibility in the market. Others want to focus on online patient reviews. Regardless of the reasons, more than one-third of those planning to address online reputation in 2018 will increase their resources by up to 25 percent.

 

But where are those resources coming from, and what’s potentially being sacrificed in the process? How are providers responding to negative feedback — and how should they, base on best practices? Which review sites are most used by patients?

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11 Online Reputation Mistakes You Should Avoid 

11 Online Reputation Mistakes You Should Avoid  | Online Reputation Management for Doctors | Scoop.it

Raise your hand if you scan the web for reviews about your business on a consistent basis. My guess is that very few of you are doing this.

 

When you’re wearing a thousand or more hats while managing your business, it’s easy to forget one of the most critical things you should be paying attention to: your online reputation.

 

Let’s face it, most business owners don’t pay enough attention to their online reputation, even though it’s a critical piece of an effective digital marketing strategy. While it’s important to be paying attention to your topline KPIs like new customer acquisition, percentage of new traffic, click-through-rates, conversions, revenue, etc., ignoring your online reputation can be detrimental to your business.

But WHY?

I can’t tell you how many times business owners ask me why online reputation is so important. Search behavior has changed over the years, and many of your customers are going to be typing in generic search terms to discover companies that cater to their needs. After discovering companies within that niche, your customers will do additional research to decide what business to work with, and they will likely pick the one with stellar reviews and ratings. If you’re not shining above your competitors in search results with those 4 or 5 yellow stars, your potential customers will scan past you and go with your competitors instead.

 

This just goes to show that reviews have become more important than ever to facilitate the decision making process for customers. In fact, Search Engine Land published a Brightlocal survey results that shows 88% of customers trust online reviews more than word of mouth recommendations.

 

So what does that mean?

 

Online reviews are more powerful than reviews that customers personally receive from friends and family.

 

Managing reputation is actually a lot more than just scanning the internet for reviews–it’s about building relationships with your customers, spreading positive sentiment, and taking negative feedback to heart to improve your product or service.

 

I cringe when I scan through potential clients’ social media profiles and listing pages and see how they claim to “manage” their online reputation. I like to tell potential clients that I don’t focus on the management aspect of reputation, I focus on developing a strong online presence that showcases consistently outstanding customer service.

 

With that being said, I asked some individuals who work in the digital marketing and online reputation space about the biggest ORM mistakes they see businesses make with their reputation. Here we go:

1. Not Responding to Complaints

It’s important to remember that no business is perfect and it is impossible to please all customers. With that being said, having some bad reviews is not the end of the world. When I see a company with 5-star ratings and over 50+ reviewers, something looks fishy and some potential customers may question your integrity. No customer expects you to be perfect across the board. As long as you respond to complaints and show potential customers how you handle those complaints, it will be enough for potential customers look past it and do business with you.

2. Not Realizing YOU Have an Online Reputation

You may have a Yelp profile with scathing reviews and not even know it! Customers are free to post reviews about you even if you don’t set up your own profiles — keep that in mind. A word of advice: set yourself up on all review sites so you can claim ownership and respond to reviews. If you don’t claim your review sites, you will not be able to address reviews written about your business.

 Not Dealing With Negative Feedback in Public

I have some digital marketing clients that avoid responding to negative reviews because they don’t want to “feed trolls.” Many people think that when you respond to negative reviews, you are adding fuel to the fire, and the negative reviews will show above the positive ones. This is an old-school mentality that needs to stop.

 

Every review site has an algorithm that determines the placement of reviews, but generally, the most recent ones show up at the top. It’s important to address negative reviews in public so potential customers can see how you handle criticism and can be reassured that if they have any issues with your product or service, you will provide them outstanding service to rectify their issue

 

4. Ignoring Good Reviews

Some people think that reputation management only pertains to damage control — meaning responding solely to negative reviews. ALL reviews need a response. You should thank your positive reviewers for taking the time out of their day to express their positive sentiment toward your business. This will help you strengthen your relationship with them and let them know that you appreciate them.

5. Not Generating Enough Content to Position YOU

Here’s a strategy for you! If you are being inundated with negative reviews or there are negative threads about your business online, curate content to overshadow the negativity. Be sure to include your name everywhere so you can be indexed in search engines for it.

6. Posting Fake Reviews

This is a big no-no. You can try it, but Yelp and Google My Business have developed sophisticated algorithms that will filter out reviews that come from individuals who are not active on their sites. They’ll also detect your IP, so forget about creating 50 fake email addresses to write fake positive reviews. They will likely be flagged or thrown in a sandbox. Earn reviews the honest way, even if it takes significantly longer.

7. Handing Responsibility to the Under-Qualified

You can manage your reputation on your own or pass it onto someone else in your organization, but make sure to exercise caution. If you are giving authority to a junior level executive at your company to manage your online reputation, make sure that you have trained them on replying with your brand’s voice in different scenarios. Consider creating a style guide and training manual that can be passed to whoever is managing your reputation.

8. Being Defensive

I’ve seen this too many times — companies getting “smart” or “defensive” with customers. Never argue or point fingers at a customer, even if they are blatantly wrong. Issue a response that is empathetic and let them know that you are willing to do whatever is reasonable to rectify the situation and offer your phone number for them to call you directly to take the conversation offline.

9. Not Developing a Process to Generate Reviews

Happy customers will often not willingly go out of their way to write a review after a positive experience. It’s simple, you need to just ask. Whether you ask via RepuGen‘s online reputation development platform that texts or emails customers after their experience or implement a review card system, you need to set a process in place to generate reviews. Generating positive reviews takes time, and never happens overnight. All you need is to add a couple positive reviews a week, and that should do enough to counteract negative reviews and drive a consistent flow of new customers through your door.

10. Thinking it Takes Too Much Time

Going back to point number 9, it may take some time in the beginning to get the team to jump onboard and understand the importance of why you’re requesting reviews from customers and get used to the new workflow, but after that wrinkle is ironed, it should be smooth sailing from there. It shouldn’t take you too much time, but where you will be investing the most time in is responding to positive and negative reviews.

11. Not Actively Listening

You need to be EVERYWHERE your customers are. You need to make sure you see a review within a day or so after it has been posted. The longer to wait, the worse it will make your company look in the public eye. Timeliness is the key.

 

That’s it folks, that was a handful of common reputation management mistakes business owners make with their reputation. Make sure that you are not making these mistakes or else you’ll lose out on new potential customers for your business.

 

It’s time to jump on the bandwagon and take control of your reputation.

Technical Dr. Inc.'s insight:
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 5 Things That Leave a Negative Impact on New Patients 

 5 Things That Leave a Negative Impact on New Patients  | Online Reputation Management for Doctors | Scoop.it

Patients are increasingly relying on online doctor reviews for verifying about your practice’s reputation. According to a report by Software Advice, almost three-quarters (72 percent) of patients use provider ratings as their first step in finding a new doctor. It confirms that your online reputation is often a first impression for your new patients.

 

This calls for a dedicated work on your online reviews to avoid a negative first impression on your patients regarding your practice.

 

It’s not just the quality of reviews (positive or negative) that matters. But there are other related aspects such as their age, volume, and whether you’re responding to them or not, that affects how your (or your practice’s) online reputation would personify before its audience.

 

The importance of first impressions in healthcare can never be denied.

 

Because reviews reflect the kind of patient experience you’re able to provide, you need to be serious about what impressions the online reviews are leaving on your prospective patients.

 

Reviews come first in the search results and stand in the forefront in providing that experience to your prospective patients. In addition to reviews, your organization’s online experience is also a key component of patient satisfaction.

 

Always know about the various aspects of online reviews that may hamper your healthcare business by presenting a negative first impression of your practice online. You have to acknowledge them so that you can focus on eliminating them.

 

Here are the 5 online reviews mistakes that leave a negative impact on your patients’ first impressions about your healthcare practice and affect their decision.

1. Reviews That Are Too Old

Patients appreciate finding lots of reviews about you. It adds credence to your presence and popularity in the respective locality. However, even the high quantity of reviews can’t save your online reputation for long if they’re not flowing in frequently.

 

A BrightLocal study cited ‘recency’ as the third most important factor of reviews. It concluded that reviews that are older than 3 months aren’t considered relevant by your consumers. This means that your prospective patients are more likely to leave looking for you any further if you don’t show up with recent reviews (within 3 months) by your patients.

 

After all, you cannot expect your prospective patients to judge your quality of service today based on reviews from months or years ago. Instead, it turns out to be very confusing for them to understand why reviews suddenly stopped when there were so many before.

2. Too Many Negative Reviews or No Reviews

Zero reviews are as bad as negative reviews. Sometimes, even worse. On one hand, too many negative reviews will suggest a bad reputation for your practice. On the other hand, no reviews will suggest a non-existent reputation with zero credibility on the internet.

 

Time-poor consumers (your prospective patients) who can’t find any reviews about you will instead check out other providers with at least an average review reputation. It’s all the same for providers who show up with too many negative reviews.

 

A whole bunch of negative reviews will also make your patients not want to use your service. In fact, according to the same BrightLocal study, 40% of local business consumers (including patients) would refrain from using your service if they find too many negative reviews about you.

 

Poor reviews leave a negative first impatient on patients and damage your reputation in the eyes of search engines. Too many bad reviews lead to lower click through rates (CTRs) in search results that tells search engines to lower your search rankings.

 

3. Too Many 5 Star Ratings

If there are too many negative reviews, your prospective patients won’t bother to scroll any further on your profile page. They’ll simply research elsewhere. If there are too many positive (5 stars) reviews, they’ll be hesitant and question the credibility of perfect reviews. Most of them won’t stick at finding more about you. As a simpler move, they’ll leave. Patients won’t spend more time than necessary to research your practice, and will instead, look elsewhere for a more credible and reliable practice.

 

According to a neuromarketing blog, 95% of consumers suspect censorship or fake reviews when there are no bad ones. This is the reason why you don’t want to appear too good to be true.

 

This is more so true for healthcare practices.

 

That’s because a healthcare business mostly drives on local patients. In most situations, these patients already have a general idea about your practice and its quality of care through news or views. Obviously, all those news and views can’t be perfect.

 

So, when they find only (or mostly) 5 star ratings with too good comments about your service quality on review sites, they cannot digest it.

4. Outdated or Inconsistent Listing

Patients go on looking at multiple reviews websites to get a better picture about you, according to a Zocdoc. Various researches have shown proofs of that too. Landing at inconsistent information regarding your practice across these different platforms will not only confuse them, but also make them angry.

 

Many of our existing healthcare clients were having some or other form of listing inconsistency on different review websites when they came to us.

 

These were simple errors like not being consistent with updated information (changes in email address, phone numbers, location of business, etc.) on all platforms. However, these simple errors were causing severe damage to their online reputation.

 

After we updated and made all information consistent throughout the review platforms, with some time, we started seeing a positive shift in conversion rates.

 

It’s necessary to ensure that your business information is consistent across all websites, including the review websites. Focus particularly on NAP (Name, Address, and Phone Number) information because that’s where your patients’ attention lands.

5. Zero Response on Patient Reviews from Your Side

Unfortunately, negative reviews do happen sometimes. While responding to them tactfully and in a highly professional manner can reduce their bad effects, not acknowledging them with a response will only add to the bad impression.

 

Patients value responses to negative reviews. It gives them an assurance that there is someone on the other side who is listening to their concerns and taking care of it.

 

According to Software Advice, a majority of patients (65%) believe that it’s “very” or “moderately” important for doctors to post a response.

 

That’s why it’s recommended that medical practices and doctors invest in a online reputation management for the job.

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Reviews Online Rank Top-Rated Hospitals Poorly 

Reviews Online Rank Top-Rated Hospitals Poorly  | Online Reputation Management for Doctors | Scoop.it

An analysis of nearly 2,700 online reviews of the nation’s top-20 hospitals as ranked by U.S. News & World Report (USN&WR) finds almost two out of three reviewers give the facilities a mediocre to a poor rating on the social media website Yelp.com.

 

Each year the magazine names 20 hospitals for outstanding clinical outcomes in 16 areas of complex specialty care. Meanwhile, from another perspective, an analysis by Denver-based consulting firm Vanguard Communications & Healthcare Process Improvement found that 62.7 percent of Yelp reviewers rate the latest ranked top institutions at only one to three stars out of five possible.

 

The 20 hospitals combined earned an average rating of 3.2 out of five stars.

 

USN&WR published its latest rankings in August based on the best clinical performances of hospitals nationwide. However, on social media, patients tend to discuss customer service far more often. According to Vanguard’s evaluation of 2,679 reviews of the top 20, nearly 9 in 10 (84 percent) complaints cited nonclinical, service issues as the main source of their dissatisfaction, ranging from chronic billing problems, to poor phone and follow-up communications, to wait times of one to four hours or more to see a doctor.

 

Ironically, most online healthcare reviewers who complain about customer service wind up praising their doctors and typically appear satisfied with the quality of medical care, said Ron Harman King, Vanguard CEO.

 

“Each year U.S. News & World Report performs a great public service by evaluating hospitals in areas that are least transparent and accessible to healthcare consumers,” King said. “We thought it would be interesting to learn more about what patients thought. Our findings suggest they focus their online comments more on nonmedical matters such as how many rings or pushed buttons it takes to get a live person on the phone, and the availability of parking for a doctor’s appointment. This is understandable, given the greater transparency of quality of those services.”

 

Vanguard’s prior social media research found patients freely express gratitude for doctors’ individual performances. A 2016 Vanguard analysis of 34,748 online healthcare reviews showed that 2 out of 3 American patients (66 percent) give doctors either four or five stars on social media.

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Is Yelp Reviews Hurting Your Online Medical Practice?

Is Yelp Reviews Hurting Your Online Medical Practice? | Online Reputation Management for Doctors | Scoop.it

“Yelp just doesn’t understand us!”

Undeniably, Yelp has had an impact on local businesses and that influence has certainly been felt in healthcare, emerging as a top reputation red flag for many medical practices. Tackling Yelp in an attempt to remove a negative review or get a positive review released from Yelp’s filter seems like a losing battle. Meanwhile, Yelp’s 1-to-5 star rating attached to your practice’s name often has a page-one presence in your business’ search results.

So we propose a different strategy: Give preference to other review sites to better control what potential customers see when they are virtually shopping for the services you offer.

Since its inception in 2004, Yelp has grasped the American consumer by becoming one of the most trusted business review websites, and is currently ranked the thirty-third most viewed website in the U.S. With such great prominence, Yelp’s presence is undeniable: Google your favorite restaurant or hair salon and with great reliability, a Yelp review will rank among the top search results.

 

When you’re dealing in healthcare reputation management, however, you’re not mitigating complaints about cold soup or distasteful ambiance.

 

During a recent marketing meeting with a group of ob-gyns, out of frustration, one doctor said, “Yelp just doesn’t understand us!” Across varying specialties, I’ve often heard this type of sentiment from doctors and practice managers alike. But what’s unique to medical practitioners that makes them feel as though Yelp reviews have no place in medicine?

 

The source lies not in what unhappy patients are saying about their doctors, but what Yelp’s algorithm does to suppress happy patients’ voices.

What’s the beef?

Most anyone in medicine would agree that “rate your doc” websites are an essential measurement of performance and provide clinics and hospitals an opportunity to clean up lacking customer service.

 

Earlier this year, my employer Vanguard Communications decided to look at 3,617 negative online reviews of doctors in four U.S. cities and found that complaints about poor customer service and bedside manner were four times more prevalent than misdiagnoses and inadequate medical skills.

 

And why wouldn’t doctors listen? Patients facing real problems like cancer or infertility have legitimate reasons to review doctor and clinical performance: one’s health and the intimate interaction with their physician is not something to be taken lightly. You take the good reviews with the bad, right?

With Yelp, not always.

 

Let’s consider a patient that went through intensive chemo. After finding out that she is cancer-free and wants to extoll the virtues of her oncologist, she goes to a website like Yelp and writes a warm, heartfelt review. But what happens to that review?

Since the cancer-free patient is a one time, preach-it-from-the-rooftops kind of reviewer (and not a frequent reviewer of restaurants or hair salons), the five stars that the patient assigns to her oncologist will most often be filtered away by Yelp in the “not currently recommended” section. According to the company, their algorithm “[includes] various measures of quality, reliability, and activity on Yelp.”

 

To put it plainly: the more frequently you Yelp, the louder your voice is heard. Yelp believes this is the surest way to ensure an “authentic experience for consumers.”

Yelp matters

I was recently reviewing the Yelp account of a Bay Area client and was reminded how easily Yelp can hurt a business. This urology practice has six locations, each with its own location page on Yelp. Honing in on one of those location profiles, potential patients will see that there are eight reviews, each with a 1-star rating. Anyone who’s looking for a urologist would take their business elsewhere.

 

A savvy Yelp user – who would take the time to scroll down to the bottom of the page and look at filtered reviews – would see, however, that this particular urology clinic isn’t so bad, because there are 24 more reviews, 21 of which are 5-star.

 

Not to discredit complaints of the practice, but if Yelp were to report all reviews, a potential patient would see that this particular clinic has nearly a 4-star rating.

 

Unlike the medically focused review sites such as HealthGrades and RateMDs – which combined account for 39 million unique monthly visitors – Yelp has surpassed the 100 million mark for monthly visits to the site. Admittedly, much of the traffic is owned by the entertainment and restaurant industries; however, the company reports that Yelp appears in 32 percent of all health and medical impressions online, even with its unfortunate filtering system.

 

Solely based on volume, networks like Google, Yahoo! and Bing have traditionally given preference to Yelp reviews over other online content. And when a 1-star rating appears as the top search result for your medical practice, you’ve got a real SEO problem.

Viva Yelp Résistance!

Historically, my firm has addressed negative reviews by drafting copy on behalf of our clients. Additionally, we work with practice administrators to identify source problems and ensure our doctors have a chance to speak directly with unhappy patients. We will continue to execute this reputation management strategy, as it has had some very positive results.

But Yelp has become too big of a bear to tackle. They won’t budge on their review filtering and have even begun imposing strict rules on incentivizing happy customers to write Yelp reviews.

 

Because of this, we’re in the early stages of launching a Yelp suppression strategy and our battle cry viva Yelp Résistance! has become commonplace around the office.

Earlier this year, in what is presumably an effort to boost their social functionality and reach, Google+ unveiled “reviews.” Much like Yelp, Google+ allows users to review businesses by their location. The difference is Google doesn’t have a filter, so all reviews – good and bad – will show as part of a business’ star rating.

 

Anyone with a basic understanding of SEO knows that Google gives preference to its own products and platforms ahead of its competition. Though we know this based on experience and anecdotal evidence (because Google would never admit to such practice) I was excited to learn a few months back that AdWords – Google’s advertising platform – began offering the ability to link reviews to paid advertising, at no cost to marketers.

Why is this thrilling? For kicks, I tried a number of times to link Yelp reviews to Google advertisements, however, I was greeted with the message “review source is ineligible.” Not surprisingly, Google+ reviews were accepted without question. This confirms that Google is indeed giving preference to its own products – such as Google reviews – and pushing aside larger threats, such as Yelp.

 

Similarly, search partners Bing and Yahoo! are already launching a review option of their own, Yahoo! local (representing a network share in web searches of 29 percent).

 

For marketers wishing to get Yelp off the top of their brand’s search, a concerted effort to begin operating within Google’s platform is required. Claiming a practice’s location on Google+ Places and doctors’ identities on Google+ Profiles, and directing patients to write reviews on Google requires a great investment in time.

 

Although Yelp cannot be ignored, by pushing Yelp aside – and hopefully off the first page of search – we believe potential patients’ view of our clients will not be unfairly skewed before they walk through the doors of a practice.

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Tips to help you manage a physician’s online reputation 

Tips to help you manage a physician’s online reputation  | Online Reputation Management for Doctors | Scoop.it

As healthcare marketers and/or communicators, you know your doctors are being talked about on the web, social media sites and especially rating sites. Right now, as you’re reading this, toggle over to Google and type in a new doctor you are promoting and see what you find. Is the information accurate? What would a viewer say about that doctor based on those results? Is it good? Bad?

 

The more patients go online to find info about your docs, the more their online reputation is being managed – regardless if it’s true or not. That reputation can play a huge role in acquiring new patients and maintaining trust with existing patients.

More and more studies are showing nearly 80% of today’s consumers go online first when evaluating a medical provider. Physicians who don’t actively manage their online reputations can suffer the consequences of an unfair and unfounded digital reputation.  Furthermore, reputation defence is a concern even for very good, reputable physicians as some doctors think that because they are honest and they are good at what they do, there is no cause for worry about their online image. Unfortunately, this is not always the case.

 

So what exactly IS online reputation management? Online reputation management is the process of preventing and repairing threats to your online reputation. This is done by tracking what is written about you (or what you’re trying to manage) and using techniques to address or moderate the information on search engine result pages or in social media. The goal is to promote positive or neutral content while suppressing negative content.

For your physicians, this can involve a few key areas: what’s found on search engine results pages, social media sites and rating sites (such as Vitals, HealthGrades, Rate MDs, Yelp, Angie’s List).

 

Here are 4 tips to help you manage a physician’s online reputation:

 

Don’t fight patient reviews, embrace them

The truth is patients expect to check reviews before making economic decisions. And, just like consumers, patients are sceptical to see a doctor who doesn’t have reviews. If a doctor’s competitor has reviews and the doctor doesn’t, the doctor is probably falling behind.

 

Eric Goldman, professor of law at Santa Clara University School of Law in California says a vast majority of patient reviews are positive. “There’s really a curve of reviews,” he said. “There are only a small number of negative reviews, even smaller number of mixed reviews, and a huge number of positive reviews.”

 

Dr Joseph Bauer, a plastic surgeon in Atlanta, said in the July 2012 issue of “Aesthetic Surgery Journal,” that reviews seen online are real. “When reviews online are real, based on accurate events, it can have tremendous value to patients searching for a qualified plastic surgeon; but the internet is not regulated. Anyone can say anything, and it sometimes gets to be difficult for patients to know which reviews can be trusted.”

Dr Bauer continues, “Most websites don’t make a reviewer prove that they were really a patient before they can post a review. Most don’t have any process to make sure the reviews posted are reflective of a real experience.”

 

An example of how impactful this is to plastic surgeons can be seen in another study showing that 41% of breast augmentation patients begin their research by searching on Google. These searchers are looking for information about the breast augmentation procedure and about the options for breast implants. These patients are also looking for information on plastic surgeon of choice. This includes the doctor’s website, the doctor or practices social media participation, as well as numerous review sites.

 

Social media is your friend

Now, let’s move into social media. If this blog teaches you anything about online reputation management, let it be: you will have 100 per cent control of an online story that you create. It is imperative that physicians create an active social media presence now. Today, in fact, Twitter, Facebook, LinkedIn and YouTube are wonderful ways to showcase who a physician is and what they represent.

 

Kevin Pho, MD, owner and writer at KevinMD.com is the web’s leading destination for provocative physician commentary on breaking the medical news. He says that creating and maintaining an active blog is essential to the development of an effective online reputation.  And he’s really extremely successful at it.

 

“Blogging allows you to publish your thoughts and opinions, makes you the expert and allows readers to get a sense of who you are and what values you hold close,” he says. “If you do not create your own story you remain at the mercy of what others say and create digitally about you — much of which may not be true.”

 

He also says to be careful about what you post on personal social media sites. “Patients can get access to data that you may not want them to see,” Dr Pho says. “A good rule of thumb is if you wouldn’t want your mother to see something, don’t post it.”

 

Be diverse and don’t get stale

When developing and managing an online reputation, diversity is key.

 

Dr Pho says to not be focused on one outlet such as Twitter or Facebook. “Instead, know that search engines such as Google are constantly updating how they “hit” and by spreading your presence over several social media networking outlets and frequently updating your website and blog you increase your visibility,” he said. “Make sure you have an active presence on several different types of sites,” he says. “Frequent updates are critical to your success.”

 

Participate in other online communities

Physicians need to be engaging in online communities. Doctors who are involved in patient-led forums and groups can allow to better understand what is important to patients with a particular disorder or disease. For Dr Pho, involvement and participation a group called the “ICD Users Group” has been a wonderful learning experience and has helped him improve the way his approach. “In addition, participation in professional online communities can help to boost your online reputation and increase your recognition as an expert,” he said.

 

Of course, these tips can also be used in managing your organization, services, department and/or products. Bottom line: Don’t ignore what’s being said about your organization, doctors, etc. Be proactive. Once you really start listening, the more positivity will come.

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10 Online Reputation Management Rules for Physicians

10 Online Reputation Management Rules for Physicians | Online Reputation Management for Doctors | Scoop.it

With the rise of the Internet, medical practices have to change the way they manage their online reputation. A massive amount of information gets shared on the Internet every day, which makes it very difficult to monitor what is being said about your practice. How can medical practitioners sort through the social noise and identify relevant discussions about their practice, products or services?

 

It is no wonder that so many practices are looking for innovative ways to establish, improve and protect their online reputation.

Before potential patients call your office to book an appointment, they often go online to gather all the information they can about your practice. According to a study from Digital Assent, 85 per cent of patients are not comfortable choosing a healthcare provider with a one-star rating of more than 10 per cent of the reviews.


Patients now are conscious, make informed decisions and have more choices now than ever. It is essential, therefore, that practices act in a way that gives them the best possible online reputation.

 

Managing your practice’s online reputation is an ongoing process. In order to establish and protect your reputation, there are a few rules you should follow to ensure you are not sabotaging your brand image or letting a tainted reputation go unchecked

 

While a physician’s primary concern should be the quality of his or her work, it would be a blunder to turn a blind eye to one’s online reputation. As a healthcare provider, it is your responsibility to make sure that online information about you and your practice is accurate and informative.

Follow these ten basic rules to establish, maintain and protect your online reputation:

 

Rule #1: Everyone has an online reputation. Every healthcare provider has an online reputation to maintain and protect. Your online reputation is an extension of your medical practice. In order to understand what you need to focus on, you must know what is being said online about your practice. Put your name in the major search engines and see what comes up. Is the information that you find about your practice accurate and useful? You can also set up a Google Alert on your name in order to keep track of any new mentions.

 

Rule #2: Be proactive, not reactive. It is essential to own your reputation, and do not allow it to own you. A spark is far easier to manage than a firestorm. It is much easier and safer to be proactive than reactive when handling matters that concern your online reputation. You must effectively communicate with your team and those involved with your practice’s brand image. Keep all stakeholders on the same page in order to avoid sending out mixed messages.

 

Rule #3: Listen to what your patients are saying. Social media is one the most popular and effective ways to hear the unedited voice of your patients, especially the unhappy ones. But how can you find all those posts, sift through the relevant ones and address those that need your attention? You can achieve this by using a social listening tool that searches for mentions of your practice, services and related keywords. These tools search the usual social media platforms such as Twitter and Facebook and use crawlers to discover new sites and online forums. The idea is to listen to the feedback you are collecting about your reputation. Try to listen for trends, opportunities or even complaints. When you actually listen to what your patients are saying about your medical practice, you do more than just fix a problem. You will try to fix the underlying issue that created the problem in the first place.

 

Rule #4: Always respond to reviews, and be prompt. Nearly 70 per cent of patients who post negative feedback tend to feel positive if their concerns get noticed and resolved. Your patients want to hear from you, and they may not wait patiently for days and weeks at a stretch. Almost 42 per cent of users who post online reviews expect a reply within an hour, and 57 per cent of users expect a response even outside of normal business hours. Even if you do not immediately have information to share or to resolve their concerns, do not ignore the reviews. Acknowledge the complaint, let patients know you are looking into the issue, and assure them that you will get back to them.

 

Rule #5: Spread the positive word. Negative publicity is bound to happen. The majority of healthcare providers end up with a negative online reputation because they made it that way. They either posted the inappropriate content or they allowed things to get out of control. If you want a positive online reputation, then you have to work hard to build it. You will have to consistently post relevant and positive content. The more wisely you share content online, the more stellar reputation you build.

 

Rule #6: Apologize genuinely and refrain from arguments. If you or your staff make a mistake, it is critical to own up to it and make a genuine apology. A sincere apology can work wonders in diffusing a delicate situation and can help toward fixing the relationship. Try to make amends unconditionally. Regardless of who is right or who started it, you will be tagged as unprofessional if you engage in mudslinging. Do not allow your emotions to take control as you may end up saying and doing things that damage your reputation. The best approach is to remain calm and polite at all times and to try to take the conversation offline. Staying professional may win more patients than being “right” in an online dispute.

 

Rule #7: Encourage and train your staff to provide unmatched service. Often, dissatisfied patients will not complain but will stop coming to your practice in the future. Such patients, in addition to not returning to your practice, will tell their family and friends about their bad experience. The ripple effect of one dissatisfied patient can be detrimental to your online reputation. Make sure your employees are trained in providing outstanding patient care. Not only can your employees help improve your online reputation, but their strategic presence on relevant social media platforms will also help position your practice as an active member. This activity can deflect negative feedback and drive more traffic and leads to your website.

 

Rule #8: Build a strong social media presence. Social media is vital to your reputation management as it gives you a quick and effective way to stay in touch with current as well as potential patients. It is critical to create social media accounts and keep them updated. If you already have social media pages for your practice, be sure to update them with positive content. These profiles are a reflection of your practice and your reputation, and you must make sure they show you in a positive light.

 

Rule #9: Encourage and monitor online reviews. The best way to protect and enhance your online reputation is to take an aggressive approach. It is important to encourage your patients and employees to write reviews online. The goal is to have more positive reviews than negative ones so that the bad feedback will be diluted by the happy experiences. You can easily monitor online conversations about your practice by using tools like Google Alerts and Social Mention. By monitoring your online reviews, you will be better equipped to turn any negative feedback into a positive comment by responding quickly and professionally. In addition, reading and responding to reviews will help you understand gaps or improvement areas in your service. Online reviews are the most important way to improve your online reputation. It is sad, but happy patients rarely write positive reviews, but a disgruntled patient will smear your brand name any opportunity he or she can get.

 

Rule #10: Claim your online listings. Managing your online reputation starts by claiming your listings on key online directories and social networks. These directories and networks allow you to share information that presents your practice in the best light. You must control the official voice of your practice on public platforms. One of the best things about online directories is that they occupy a lot of search results and tend to push negative reviews off the first page of search results. You can claim your online business listings by maintaining active, up-to-date profiles on popular websites and interacting with patients who post to those sites. Responding to both negative and positive reviews is an excellent way to stay engaged with patients.

Conclusion

In order to keep your online reputation intact, you must be upfront with your patients. If you happen to make a mistake, admit it, apologize and try to fix it. Never try to cover up your errors, and always be honest about what happened. Being transparent also requires direct communication with patients, which means allowing them to complain about your products, services or even staff. Unless the feedback is offensive, let it stay online. You should respond to negative feedback with an apology and explanation. Deleting online reviews will only add to the damage to your online reputation.

 

As a healthcare provider, your online reputation can position you as an expert, determine the success of your practice and help you connect with patients, peers and leaders in your field. Take full advantage of various tools and strategies while protecting your online reputation from potentially damaging information online that you cannot control. Online reputation management for physicians is a worthwhile investment that will pay off professionally and personally. This is why most healthcare providers choose to hire professionals to help them build and improve the online reputation of their medical practice.

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Search Engine Reputation Management is Way More than SEO

Search Engine Reputation Management is Way More than SEO | Online Reputation Management for Doctors | Scoop.it

Search Engine Reputation Management is often confused with traditional SEO. But it’s not quite the same, and here’s why.

 

If you’re familiar with both seo and reputation management, then you probably know they’re related. Reputation management uses SEO principles to improve online reputations, but they’re not the same. It’s typically more difficult to repair a damaged reputation than to rank for a specific keyword. Rather than ranking a single page for one keyword, online reputation management pushes up multiple pages in the search results.

 

What Search Engine Optimization Does
For the completely unfamiliar, search engine optimization (SEO) influences the visibility of a webpage on search engines. Algorithms consider each page’s quality, trust, popularity, user experience, and topical relevance when ranking a page. Ideally, SEO will result in a top search engine result ranking for a single desired website or page.

 

SEO can be broken down into on-page and off-page factors. On-site strategies improve content quality, relevance, site architecture, user experience and interlinking. Off-page tactics improve expertise, trust and authority (E.A.T.) through link building and public relations. You can make these improvements on a single page or an entire website depending on your goals.

 

SEO typically targets just one website or webpage to rank well in search engine results, while online reputation management promotes several websites. This may involve signing up for multiple social media platforms, performing public relations, or maintaining a presence on review website.

 

What SEO Reputation Management Does
Like SEO, search engine reputation management often focuses on the first page of Google results. But it also digs much deeper into the SERPs. Positive content that has been submerged past page 3 may need to be pulled up.

 

Reputation management SEO strategies curate search results to provide the most positive first impression of a business or individual. But to do so, that means ranking multiple properties in search engine results, not just the one you own.

 

Pushing Search Engine Results Down
One popular misconception about online reputation management is that it uses negative SEO to push down or delete search engine results. As much as you may want to bury negative content, that’s not really how search engines work.

 

In reality, online reputation management does nothing to the unwanted page. If you don’t own the website, you may not be able to remove negative articles — and that means there is little you can do to influence its on-page SEO factors. Rather, in order to remove one bad result you’ll need to pull up roughly 20 other pages.

Let’s go over that again: in order to push down a single result to page three, you’ll have to pull up 20 other results to outrank it in search engine results. So your SEO work is now multiplied by 20. This is no easy task, but with effective online reputation management, it can be done.

 

Online Reputation Management Using Positive Long Term SEO Techniques
Online reputation management establishes a long-term positive online presence for a business or individual. Creating engaging social profiles, a positive review presence, and multiple points of positive, high quality content will ensure that you can maintain a positive online reputation that lasts.

 

The majority of SEO techniques will result in positive search engine results. But you must avoid black hat SEO tactics when executing an online reputation management strategy. Google guidelines prohibit keyword stuffing, cloaking, spam blogs, and hiding content. Google may even remove your site from its index if you use black hat SEO tactics.

 

Online reputation management avoids using black hat SEO techniques, as these tactics can ultimately damage your reputation by making it difficult to maintain a positive long term presence on search engine results. Ethical online reputation management will also avoid harmful tactics like buying reviews. In fact, we recommend reporting and removing fake Google reviews.

 

Rather, online reputation management uses white hat SEO techniques such as writing high quality content, making HTML helpful and clear, and quality inbound links. This is of course in addition to other online reputation management tactics including public relations, social media building, and review maintenance.

 

What Online Reputation Management Does that SEO Doesn’t
Online reputation management includes SEO, but SEO is just one tool in the online reputation management arsenal. In addition to SEO, online reputation management ramps up content creation and marketing, public relations, social media cultivation and interaction, and review site maintenance. Online reputation management also regularly monitors online presence to ensure that results remain positive.

 

Many of these actions ensure that search engine results remain positive. For example, you should remove Yelp reviews that are fake or inaccurate. Doing so will boost your Yelp star rating in Google search results.

 

Online reputation management also analyzes and monitors top search engine results and decides how to categorize them. It looks at results to determine whether they are positive, negative, or neutral, and that’s just not something you do with SEO.

 

Online reputation management focuses on proactive work that will support a positive online presence such as building a regularly updated blog, developing social media properties, and reaching out to the press to develop positive news story links. This proactive work means that online reputation management clients enjoy a positive long term presence online while also protecting against surprise negative results that may pop up. By consistently building a positive online presence through multiple channels, it’s much easier to squash negative results as they occur.

 

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How to Monitor Your Reputation Online? 

How to Monitor Your Reputation Online?  | Online Reputation Management for Doctors | Scoop.it

People are talking about your business online. Do you know what they’re saying? Online reputation monitoring is the best way to ensure that the chatter is accurate and positive. It can help you identify trouble early on, as well as let you know when things are going well.

 

When you keep watch over your online reputation you’ll discover positive stories to share when customers write glowing reviews. You’ll also discover any negative comments quickly so you can address them. It’s important to monitor your online reputation with a variety of different channels. Don’t limit your scope to Google and Facebook. Be mindful of every social media site, complaint website, and even image search.

 

Sound exhausting? It can be. But there are many helpful tools to automate the process so regular check-ins don’t become a burden. Read on to learn about the tools and processes you can use to monitor your reputation.

 

How to Monitor Your Reputation on Social Media
Social media is the new water cooler. People discuss everything on social networks, including your business. Whether they’re leaving Facebook reviews, sharing inspiration on Pinterest, or lodging a complaint on Twitter, customers are talking about you.

Consumers are turning to social media to connect with brands and high profile individuals more than ever. In fact, people now prefer using Twitter for customer service more than a company’s website.

 

You’ll need to monitor more than just your pages and accounts, but public mentions and comments also. Social media isn’t limited to what you share. What people say about your brand is important as well.

 

Social Media Reputation Monitoring Tools
Keyhole: Keyhole is the ultimate resource for monitoring your social media and online reputation. Use Keyhole to easily monitor your brand across different social media platforms, and listen for both direct and indirect (‘dark’) mentions of your brand. Keyhole also monitors news articles, blogs, and discussion websites (like Reddit) and allows you to set up AI-driven Intelligent Notifications that immediately notify you if someone has made a negative post about your brand. Keyhole’s dashboard also gives you key insights into your audience, brand, and competitors, such as sentiment, trending topics, top users or influencers and much more.
Mention: Monitor the entire social web with Mention, a service that monitors millions of sources in 42 different languages. The tool offers analytics, statistics, reports, and more, and you can respond to mentions without even leaving the application as well.


Hootsuite: Hootsuite was made for social media monitoring. This tool allows you to monitor emerging trends, create custom conversation streams, monitor based on geolocation, and much more.


Monitoring Reviews for Reputation Management
Online reviews are great for companies with a strong online reputation, but a few complaints on Ripoff Report can really damage a brand. However, by actively monitoring on review sites, you can identify negative reviews and quickly take action. In some cases you may be able to work with the website to remove fake or negative reviews. If that’s not possible, you can always try to contact reviewers directly to make amends and request an updated review.

 

Don’t just monitor the big review sites, like Google, Angie’s List, Yelp and Trip Advisor. Look into niche review websites as well. Stay on top of them all by using the following review monitoring tools. They can even send you updates and let you know any time you get a new review.

 

Review Reputation Monitoring Tools
ReviewPush monitors the most popular review websites each day. You’ll get an email alert each time someone posts a review about your brand. You can even use this service to ask for new positive reviews.


Review Trackers helps you listen to what customers are saying online. This tool analyzes reviews from customers on Foursquare, Trip Advisor, Open Table, Google, and more.


Chat Meter offers an easy way to monitor and respond to online reviews each day. It even looks at the attitude of the reviews your customers are posting and more.


Monitoring Your Reputation on Your Website
Often, the most trusted source of information about your reputation or the reputation of your business is your very own website, which you control. This is great news, as you’re in charge of this resource, and you can manage the information on it.

 

Of course, it’s important to get a handle on any user generated content to make sure things aren’t getting out of hand. Using a commenting platform like Disqus, you can get notifications for upvotes, comment replies, or new comments on articles so that you can stay on top of the conversation on your website.

 

Monitoring Your Reputation on Google
In addition to social media and review websites, your reputation exists on Google, which is basically the entire rest of the Internet. This includes blogs, news websites, even mug shot websites and the like. It’s tougher to pin down monitoring in this area because it is simply so large and spread out, but that doesn’t mean you can’t do it.

 

Monitoring online allows you to learn about new links, news stories, and more — and finding out right away gives you a chance to respond. Monitoring tools can let you know as soon as a webpage has changed, if there’s a new search result for your name, even if someone has used your image. Stay on top of it all with tools designed to help you tame the monitoring power of the internet.

 

Online Reputation Monitoring Tools
Google Alerts: If you use just one reputation monitoring tool, Google Alerts is the one. It will tell you about any new mentions of your name, your brand’s name, product names, and anything else you’re concerned about. Check out our guide to setting up a Google Alert for more.


Google Autocomplete: Google’s autocomplete feature can say a lot about what people think about your reputation. When a name or phrase is typed into Google, the search box will automatically pop up with what it thinks might be what users are looking for. For a company, a bad autocomplete term might be “Your Company fraud” or “Your Company complaints,” but more positive ones would be “Your Company charity” or “Your Company new location.” To take a look at what Google thinks of your reputation, simply go to Google.com and start typing your name to see what pops up.
Complaint Website Search Tool: There are more than 40 different complaint websites online, and with this search tool, you can monitor your name on all of them at once. We recommend using it regularly.


WatchThatPage: Have a page about you that you’re concerned about? Set up a WatchThatPage alert to find out any time a page on the Internet is updated or changed.

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Increase Patient Conversion With These Facts About Online Reviews

Increase Patient Conversion With These Facts About Online Reviews | Online Reputation Management for Doctors | Scoop.it

A 2018 study published by ReviewTrackers found that online reviews are changing – for the better. Literally, reviews are getting more positive. They also found that people are using fewer characters to get their point across and that review-only sites are not growing as fast as social media and Google. We’ve talked before about how important it is to get good reviews on Google and how social media is the first place many go to find out about your practice. Below we present three of the findings that ReviewTrackers highlighted about the direction online reviews are going this year and how they can grow your practice.

 

More poetry than prose

Reviews are getting shorter. This is good news. People don’t have to slog through a rambling review to find out what the person wants to say. ReviewTrackers reported that “Reviewers are writing simpler and more to-the-point reviews. The average review has gotten 65 percent shorter since 2010 and is now roughly the size of a tweet.”

 

How this helps: With the rise of the tweet, people are learning to write succinctly about the businesses they visit. In this time-constrained, mobile world, we just want to know the facts. It also means that the barrier to entry is lower. We can ask patients to write short, factual posts quickly. It also means that people can read more positive reviews about your practice in less time (see point three below).

Rise of social and search

Review-only sites like TripAdvisor aren’t seeing as much growth in reviews as Google and Facebook. In fact, ReviewTrackers reports that Google and Facebook are now the No. 1 and No. 2 for online reviews.

 

How this helps: People & Practice dedicates its marketing efforts on a client’s Google MyBusiness profile and Google reviews. We also help practices develop and maintain an engaging and robust social media presence on Facebook – including targeted educational advertising. The data supports our findings that these are prime online channels for patient outreach and referrals.

 

The future is bright

Reviews are more positive than ever before. ReviewTrackers said in its report that “reviews are increasingly shifting from being a place where consumers air their grievances to being a place to recommend businesses after a positive experience.”

 

How this helps: Positive reviews convert people into customers. Other surveys have shown that half of consumers look for a 4-star rating at a minimum before they choose a business and 73% said that positive reviews make them trust a business more. Reviews are a serious business.

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Online Reputation Management for Doctors

Online Reputation Management for Doctors | Online Reputation Management for Doctors | Scoop.it

This is a sponsored post written by SearchReputation.net. The opinions expressed in this article are the sponsor’s own.

 

Most doctors can manage their reputations informally through customer relationship management and how they treat their patients. But most are unfamiliar with more practical ways of managing their reputational risk.

 

Word of mouth is no longer local. Although most doctors operate locally, happy patients (your clients) now head online to tell their friends and family about their positive experiences.

 

The same applies to a poor experience.

 

Google works similarly to the human brain. It will put much more emphasis on bad results than good results. Likewise, the human brain has a negative bias that is more sensitive to negative news.

So, one bad result that manages to make its way on the first page of the SERP can ruin a doctor’s whole reputation.

 

There are many factors to assess:

  • How are you currently viewed by patients?
  • How often are you getting referrals?
  • Are you meeting the bedside expectations and practical expectations of patients?

 

Answering these basic questions should help doctors determine where they stand with their community.

Perception is reputation. Managing beliefs and perceptions will favor a healthy reputation – online and offline.

The Anatomy of ORM for Physicians

While medical treatment is necessary for our society and doctors for our health, doctors with bad reputations are definitely seeing fewer patients walk through the door.

 

Before identifying the signs of an unsavory online reputation for doctors, we at Searchreputation.net explain to doctors in “medical terms” what a good reputation looks like in the eyes of patients.

 

The SERP can be divided into three parts:

The Brain & Heart

The brain and the heart represent the first three results in the SERP.

 

Depending on the patient, they will think with their head or their heart when they see a bad review or result that high up about their doctor.

 

Whether they think with logic or emotion, neither is good in this situation.

The Stomach

The stomach is where things may shift in perception often oscillating from good one day and bad another.

 

It takes a lot of traffic behavior change for Google to shake the first couple of results. So, it will test what’s in the middle first.

 

Most individuals will be less phased by what they see in the middle. The click-through rate from position 1 to position 5 drops by 24.13 percent on desktop and 17.1 percent on mobile phones.

 

On phones, people are much less likely to scroll. So, the CTR for the first three results in mobile phones has skyrocketed recently.

The Rest of the Body

The last couple of results – and everything after that – are the rest of the body: the supporting functions (or, in this case, the supporting results).

 

The everyday consumer won’t be as influenced by supporting search results as they would be by higher ranking results.

Interestingly enough, most people will simply change their search if they don’t find what they are looking for within the first eight results.

Vital Signs of a Bad Reputation 

Unfortunately, the anatomy of online reputation management is not as well defined as it is for doctors who study the human body.

Google’s algorithms are much more complex and constantly changing.

 

So, what determines the reputational risk of doctors?

  • The gap between perception and reality.
  • Changing expectations and perceptions.
  • Operations and communications.

 

When a reputation crisis hits, it’s hard to quantify how much damage it will do in the short and long terms. The best gauge is quantifying qualitative responses.

 

  • Are you a doctor who has no bedside manners?
  • Do you make your patients wait an hour and a half with an appointment and only see them for five minutes?
  • Are you reliable?
  • Are your secretaries and nurses unresponsive?

 

Depending on your answers to these questions, evaluate how you meet the expectations of your clients. An accumulation of poor experiences will reenforce the unreliability of a doctor.

Don’t overestimate how much people may or may not like you. Looking yourself up is the best way to tell.

 

How? Enter your name with various keyword combinations.

 

Start with your full name and dr. in front. Then, drop your first name, add your city on the end and interchange words like reviewscomplaintspissedratingscomments, and news.

 

Anything bad come up? Your lifeline as a doctor running a business with “clientele” might be cut short.

What Now? 

So you’re a doctor with bad reviews, perhaps a minor disciplinary action, but you can still practice. How do you restore trust in clients?

  • Evaluate your practice. 81 percent of Americans believe that the first impression of a physician is extremely or very important. This is strongly associated with bedside manners, how much time they spend getting to know their patients, and quality one-on-one time.
  • Replying to reviews. While many ORM firms might suggest removal (always an option but not always the most ethical method of changing up the SERP), try responding first. Not only does it respond to the user, it shows anyone who comes across the result that you’re reaching out and willing to start a discussion.
  • ORM, PR, SEM, SEO, every acronym you can think of. A combination of online reputation management, social media, public relations and press releases, search engine marketing, and search engine optimization will contribute to better shaping your online image.
  • Maintenance: Don’t ever stop. It’s nearly impossible to not have an online presence. Often times, patients create that online presence for doctors themselves.

 

While removing reviews and negative results is neither ethical nor guaranteed, it is a possibility. Speak to a lawyer or your online reputation managers about these possibilities.

 

Take control of your online reputation by managing what is being said about you online. The moment you stop engaging online, you’ll quickly lose control of your online reputation. One post can ruin it all.

 

Again, the negative bias Google has can ruin your whole image with one post, one comment, one review. Always be ready to counter it and get ahead of the game by spreading positive and attractive content.

Technical Dr. Inc.'s insight:
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How Good Reviews Can Help Grow Your Business?

How Good Reviews Can Help Grow Your Business? | Online Reputation Management for Doctors | Scoop.it

Ever order a poorly-made kitchen gadget and then leave a bad review with the company in an effort to help other consumers avoid purchasing that gadget? Likewise, ever find the best salsa or Greek yogurt and want to share it with everyone you know? Leaving these reviews affects an organization's reputation, and the same way you felt about that gadget or yogurt is the same way patients feel when they've had a great — or poor — healthcare experience. They want to share or spare others from the same experience.

 

Of course, you want your overall healthcare organization's reputation to be good, but reputation is important for individual physicians as well. In fact, physician reviews play a significant role in a patient's decision to choose a doctor. Up to 77 percent of patients use an online review as a first step to finding a new doctor. And a study published in the Journal of General Medicine found that 53 percent of physicians look at physician review websites, “likely to understand their patients' experiences and to improve their practices."

 

Clearly, reviews are increasingly important in healthcare, but what can you do about such a self-motivated activity? How do you manage the content you can't control? Good or bad, there are strategies that can help you with reputation management.

 

How Do Good Reviews Help?


Reviews are often the first thing a patient sees or knows about a physician, and online reviews contribute to a positive reputation – to a prospective patient, you’re only as good as what others say about you on Google, Healthgrades or other public directories. A good online review history can bring patients to your door, increase referrals, confirm the recommendations given by friends/family and can even bring out-of-network patients in.

 

Beyond the importance of patient reviews as a selection criterion for prospective patients, reviews are also an important local ranking factor in Google. Search queries from "cardiologist near me" to "pediatrician in Atlanta” will bring up just 3 options out of the tens or hundreds of healthcare practices and physicians – with a major boost given to local listings with the strongest patient review signals. These signals include review volume, review sentiment, review recency and diversification of reviews on other top local directories.

 

While physicians focus primarily on the quality of care, doctors must also acknowledge that patients are looking for the best healthcare experience, and all steps from intake to follow-up care is fodder for review. Reputation management begins by being proactive about the information available about you. When you have happy patients, you can send follow-up emails soliciting a review or encourage sharing positive experiences on social media and third-party review sites through other marketing outreach efforts.

 

What about Negative Reviews?


Though you might prefer to deal with the challenge of soliciting positive reviews, the reality is that negative physician reviews happen. You may be tempted to ignore these negative reviews, but consumers prefer a response. Not all review sites allow a physician or organization responsible, but posting a well thought-out reply when possible can help acknowledge a complaint or concern and show that feedback is taken seriously – and where necessary share “the other side of the story”. When crafting a response you should:

 

  • Be gracious
  • Thank the patient for their comment
  • Consider the patient's complaint or concern
  • Address any changes that can or will result
  • Respond privately, if warranted, to correct the situation and discuss further
  • Above all else, protect PHI

 

A gracious response can go a long way toward making a negative review less weighty, while also showing prospective patients that you are engaged with your patients and provide a personal experience.

 

What do Patients Focus on in Reviews?


Quality care and accuracy of diagnosis are high on patients' lists of healthcare review metrics, followed closely by listening and explaining skills. Don't forget that office environment, staff, and overall experience will also often be noted in online reviews. In fact, everything that happens in your office from the first phone call for an appointment through the waiting time, exam, and interactions with staff, diagnosis, treatment, and follow-up care is up for review.

 

If you do happen to receive negative feedback, you can look at this as an opportunity to grow in any of these areas as necessary.

 

Managing your Reputation


Since having a large volume of five-star reviews is an excellent way to ensure a good online reputation, ask your current patients if they would review you. Some ways to accomplish this are to include a link to a review site in your email signature, provide a tablet for patients to sign-up to receive a request via email to leave a review upon check out, or direct them from your website to your favorite star rating sites.

 

If you still need help managing this important task, there are experienced services teams and technology solutions that keep tabs on your reviews, alert you when a response is required, provide best practices for responding, help solicit reviews, and more. Focusing on your online reputation will serve to build trust, credibility, and a positive online presence – while also helping to keep your employed physicians happy.

 

Reviews are an unavoidable aspect of today's healthcare consumer experience.

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Your Online Reputation and Six Best Practice Ways to Make It Better 

Your Online Reputation and Six Best Practice Ways to Make It Better  | Online Reputation Management for Doctors | Scoop.it

Successful medical practices recognize that their online reputation is a source of new business—almost like a referring doctor’s office. Here’s how the best of practices influence this resource and manage their reputation, to produce the greatest number of new patient calls and appointments.

 

Every doctor has two professional reputations to constantly manage:

 

  • The “CV version” for colleagues, and
  • The online reputation version for the public

 

The first version is what he or she believes professional colleagues know or think about—in person, or as a CV write-up, or what fellow professionals might say when you’re not in the room. This version is based on close, personal contact…occasions when doctors meet and/or work together. Interactions and observations might be clinical, business or perhaps social. It is this first type of reputation that professionals regard as most important and absolutely critical to manage. Indeed, it’s a critical foundation for a professional existence.

 

But it is the second type—your online reputation—that is widely seen and recognized by the general public. Curiously, the patients and prospective patients have almost no means to judge the clinical skills that represent the abilities of a medical practitioner. (The clinical particulars are usually the mainstay of the CV-type.)

 

The larger audience forms an understanding, or online reputation, by what they find on physician rating boards, practice and practitioner reviews, and comments and discussions or other patients. And it is in this “reputation arena” that carries the most influence with other members of the public.

 

 

How to Craft a Sterling Online Reputation

 

Collectively, the online reputation management has the greatest public influence on capturing, or losing, new business into the practice.

  • More than half of consumers list reputation first in the selection process
  • Positive, or excellent, online reviews inspire trust in a practitioner or practice
  • Patients usually read four or more reviews before they trust a practitioner
  • Over 90 percent of patients will select a local doctor with a five-star rating
  • Close to 40 percent of patients would not select a provider with negative reviews

 

The professional’s online reputation forms in the mind of the prospective patient. Their selection process is shaped largely by the reviews and ratings of others. That process—following by the actions of others—is the powerful dynamic of social proof or social influence at work. Assuming that your patient experience is world-class, here are some of the steps to shaping a sterling online reputation.

 

#1. Don’t be modest about asking for testimonials.


It’s easy enough to do, but many practitioners neglect the simple action step of asking. Make it a habit to ask for comments, provide a simple instruction card with review site directions, or provide a brief survey that’s geared to service improvement. The majority of comments will be positive. Occasionally, a comment may reveal something in need of improvement.

 

#2. Take advantage of any negative comments.


Even the best of practices may draw an occasional not-so-flattering review. Although the majority of patient comments are positive, the real opportunity to improve and exceed is to address patient concerns. The first steps are to:

  • Demonstrate concern
  • Quickly respond and embrace the issue(s)
  • Be a caring leader, anxious to resolve the concern

 

Being quick to discover and quick to respond is important with negative problems. The silent approach (even if you were not aware of the comment) implies that the issue or problem is being ignored. Trust is at stake. Take the issue off-line if necessary, but be proactive about a resolution.

 

#3. Install a system to diligently monitor your online persona.

 

Like it or not, consumer ratings are now an influential part of healthcare delivery. As with professional referrals, have an operating system to watch the places that influence patients and your reputation:

 

  • Assign the monitoring as a regular staff responsibility
  • Install Google Alerts, Social Mention or other pulse-checker
  • Routinely check your listing on review and comment sites
  • Respond to positive as well as negative comments


#4. Check and correct your N-A-P information.

 

A surefire way to cut off inbound calls is to have out of date NAME, ADDRESS, PHONE info listed. Check these constantly for accuracy in directories and online listings.

 

#5. Expand and enhance your online profile.


In addition to fundamental directory listings (NAP), take every opportunity to complete (and regularly update) the profile section of social media and online descriptions. Here’s where you have an opportunity to shine. Prospective patients respect a doctor’s experience, training, awards, and expertise.

 

#6. Actively jump into (or lead) the conversation.


Don’t be a bystander when you can be an active participant in social media discussions. Seek out timely and relevant topics and inspire or lead discussions. Ask questions, provide new information or respond to questions within a group.

 

You can shape your online reputation.


These are some of the ways that you can influence the information—and manage the reputation—that people find online. Because your influence is slightly indirect, it can be a challenging task. But the time and effort that’s invested can often realize an immediate return. People tend to see and absorb the first few entries in a physician review page. And newer comments usually float to the top of the page.

 

How well are you monitoring your online reputation? Remember that positive information and ratings are a significant influence in generating new business. But negative online reviews about their existing provider can cause them to change to an out-of-network physician. Further, nearly half of searching patients would go out-of-network for a physician with more positive reviews.

 

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11 online reputation management techniques for doctors 

11 online reputation management techniques for doctors  | Online Reputation Management for Doctors | Scoop.it

At Digital Authority Partners, we are often asked about our doctor reputation management services. Usually, reputation management for doctors, as a service, is often sought if a doctor is:

  • dealing with too many negative medical reviews
  • involved in embarrassing public incidents
  • receiving negative press coverage
  • recovering from a malpractice lawsuit

 

Reputation management is critical to the success of a medical practice. When negative media coverage or online reviews about doctors appear online, medical practices see a one-third drop in visits and calls to their offices, causing a potentially disastrous financial impact.

 

When any of these events occur, doctors tend to enter “crisis mode” and often scramble to find the best strategies to restore their reputation.

 

Usually, reputation management companies refuse to divulge the techniques used to repair a doctor’s online reputation. Unlike most agencies, at Digital Authority Partners we prefer to be honest and transparent about how we approach reputation management for doctors.

 

If you or your medical practice are dealing with a reputation issue, read our ultimate guide to online reputation management, along with an explanation of how each technique works.

 

Every doctor should care about their online reputation

 

As early as 2012, 60% of US customers researched their doctors online. By 2016, 84% of patients researched new medical practitioners before their first appointment. Positive reviews and coverage are consistently considered important or very important before scheduling an appointment with a specific doctor.

 

The first page of Google search results tied to a doctor’s name or practice is the new business card. While some doctors may still choose to ignore this fact; their prospective patients will not.

 

The bad press won’t go away. So a lot can go wrong if you don’t address the problem head-on.

 

This is the simple truth about online reputation management for doctors: bad reviews and bad press coverage don’t go away. As a consequence, prudent doctors have taken very aggressive measures to guard their reputation. But there are good ways and catastrophic ways to restore your reputation. This article will only focus on the tried and true tactics to restore a doctor’s reputation.

Let’s pause for a second and explore the unfortunate ways some doctors try to deal with their tarnished online reputation.

 

According to Aaron Schur, Senior Director of Litigation at Yelp, the company regularly receives subpoenas from legal counsel retained by doctors to fix their reputation. Yelp rarely acts on these aggressive legal tactics to remove customer feedback.

 

Even though negative coverage never goes away, the worst thing a doctor can do is fight fire with fire.

 

In 2016, a Manhattan dentist sued multiple Yelp reviewers for their negative reviews – a move that backfired. The New York Daily News began its coverage of the suit in very unflattering terms: “A Manhattan dentist has been trying to extract money from patients who give him bad reviews online.” Then the case caught the attention of national media.

 

Worse yet, the case caught the attention of senior executives at Yelp. Two years later, potential patients going to the dentist’s Yelp page see this warning message:

 

Although you cannot delete negative coverage, you can bury it with positive content


The Manhattan dentist mentioned is a prime example of what reputation management companies advise against. Obviously, more negative coverage is the opposite of what a medical practice needs to restore trust in the digital space.

 

Instead, any reputation expert will advise its customers to focus on other strategies that are more likely to succeed. The best way to deal with negative reviews and coverage is to bury it with positive content.

 

How do you bury negative content? By replacing it with a single recipe for success: use Google’s search algorithm in your favor by creating valuable content that pushes the negative content associated with a business name after the first page.

 

It doesn’t happen overnight. And it’s easier said than done.

 

Regardless of your industry, there are specific white hat marketing techniques that can be employed to repair your online image. These are legitimate, widely accepted tactics promoted by some of the most renowned marketers in the world.

 

The rest of this article presents 11 tried and true tactics Digital Authority Partners leverages to successfully restore the online reputation of doctors. We strongly believe all doctors should know exactly what steps we follow to repair their online reputation.

 

Strategy Number 1: Build a website for yourself and/or your practice

 

The first and most valuable strategy to repair your reputation is to create a website dedicated to yourself and/or your practice. In some cases, you should consider doing both.

Why build a website for yourself or your medical practice?

A website serves multiple purposes. First – it introduces a doctor to the world. A good physician-dedicated website tells the story of a specific doctor, the values to which he or she adheres and provides testimonies about the quality of services the physician provides.

 

So, what makes a doctor’s website rank highly in Google search results?

 

Launching your own physician website has multiple benefits.

 

First, if done right, your website will be found when patients look up your name. That’s very powerful. Even if patients find some negative reviews, making a great first impression is imperative.

 

Second, in online doctor reputation management, it’s best to have a website that clearly presents all the critical information about yourself you want to be emphasized. Your website is a building block, a central place that will be used for all aspects tied to reputation management.

 

For example, one of the foundational strategies to improve an online reputation for a doctor involves the act of securing backlinks to the cornerstone digital property. That can be your own personal website or a website dedicated to your business.

 

Either way – for any reputation management campaign to succeed you need one primary digital property that you own and control. The reason that matters is that a centralized digital property with a robust analytics platform is needed to actually measure and improve on the overall effectiveness of your reputation management campaign.

 

Third, a personal website is your own forum. It’s where you can share updates about your practice, show your thought leadership, and engage with patients.

 

In short, having a website is the single most important tactic of reputation management for doctors.

 

Strategy Number 2: Start a blog directed to your patients


If you talk to 10 marketers, all 10 will tell you that the best way to manage your reputation is to have a blog.

 

A blog lives on the internet forever (or as long as you pay for your web hosting).

 

More importantly, a blog allows you to speak to your patients – current and future – to show your expertise and the value you bring to your clients.

 

Most important of all, a regularly updated blog is more likely to bring new clients, garner repeat business, and help you and/or your practice rank higher in Google search results.

 

Why launch a blog for yourself and/or your medical practice?

 

Starting a blog may seem to be a daunting task. How often should you publish content? Will you regularly have time to do it? Is it really worth it?

 

If you talk to any reputation management company, you will often see a list of clear and indisputable benefits tied to starting a blog. If you are in process of repairing your reputation online, here are some quick reasons why you should start a blog for your practice or yourself.

 

As other experts have pointed out, a pleasant side effect of physician-run blogs is that they lead to more business and referrals.

 

Most importantly though, from a pure reputation management perspective, a physician blog (preferably on your website) nearly guarantees that your content appears at the top of the Google search results. This is why most reputation management companies make the creation of new and original blog content the Number 1 technique to bury negative results in Google.

 

In sum, no legitimate reputation management campaign can succeed without creating great blog content on behalf of a doctor.

 

Strategy Number 3: Create blog posts for other websites


The key to success, when dealing with a reputation management issues, is to create relevant, timely content associated with a physician’s name on multiple platforms. 

 

However, even if you create the single best physician blog on the internet, that will likely only bury one of the first ten Google search results.

 

A robust doctor reputation management campaign needs to do more than that. The easiest way to bury negative reviews or press coverage is to create new content on other websites as well. For example, at agencies like ours, we have partnerships with over 400 blogs that accept guest submissions from the doctors and clients we represent.

 

First, we work with each client to determine the topics that will best showcase their expertise. Then our team of writers creates long, in-depth content pieces that are published under our client’s name on other websites. As part of the guest posting efforts, we secure backlinks to our physicians’ websites or social media profiles.

 

If you are a doctor with a significant reputation management issue, guest posting is one of the best strategies for displaying additional Google search results when a patient looks online for your name or the name of your practice.

 

Guest posting is perhaps the most popular doctor reputation management tactic for restoring physicians’ online reputations.

 

Clearly, guest posting has numerous benefits, but the technique is primarily used to get backlinks to specific interviews and news coverage about you and your company. Guest posting can be on another physician website, blog, or social media profile. Links from guest posts will point to whatever content we create for you.

 

Strategy Number 4: Create powerful social media accounts

 

(Linkedin, Facebook) for your medical practice
Google takes a wide variety of digital signals into consideration when ranking content for a specific search term. When running a doctor reputation management campaign, the best way to get meaningful results is by tackling all the major signals drawing Google’s attention.

 

It is well established that social media activity has an impact on Google search results. Specifically, Google is drawn by the number of visits to specific websites and blog posts receive directly from social media like Facebook, Twitter, or Linkedin.

 

This strong correlation between Google search results and social media activities is what drives most successful reputation management campaigns for doctors to include a social media component. Creating robust social media profiles combined with frequent posts has proven to be a very effective reputation management technique.

 

By creating strong social media accounts with regular posts, every doctor with whom we perform reputation management initiatives will see their social media profiles rank on the first page of Google search results tied to their own or their firm’s name within 60 days.

 

Social media is a powerful tool not only for restoring your online reputation but also for proactively engaging your patients and future clients. An article from March 2018 reveals how various physicians all over the US leverage social media to combat misinformation – not only about their own practices but also about specific conditions, diagnostics, and other timely healthcare news that could affect their patients (ex., flu season, epidemics, etc.).

 

This makes social media management incredibly relevant not only for reputation management but also for long-term digital engagement with your patients.

 

Strategy Number 5: Claim your Google business listing online

 

According to Google, 97% of users search for local businesses and local business owners names online. For that reason, reputation management campaigns often focus on what is called “local SEO practices.”

 

The first priority when improving a doctor’s reputation is to make sure locals searching for a doctor’s name see relevant results – preferably not the questionable ones.

 

To that end, the most important step when initiating a local SEO strategy is for a practice to claim its local Google business listing.

For example, here’s the Google listing page for a doctor in the Chicago area:

 

When searching for Dr. xyz name, Google search results return her image, Google map location, specialty, address, and phone number.

 

Since reputation management campaigns center on optimizing the Google search results, claiming, optimizing, and managing a Google business listing page is important for online reputation management.

 

Google allows for mini-posts on the Google listing page – something that helps with SEO and reputation management initiatives.

 

This is one of various “social” online listings that carries a lot of weight when tying a doctor’s name and medical practice to Google search results.

 

There are many customization options on the Google Business Listing dashboard, giving doctors the opportunity to create powerful and influential profiles for potential patients to visit.

 

Strategy Number 6: Respond to all reviews on Google/Yelp

 

When looking for new service providers, most customers go to two sources: Google and Yelp.

 

For doctors who are doing well – reviews are a great way to attract new customers. For doctors dealing with unhappy customers and other PR baggage, online reviews can be a nightmare.

 

Doctors’ responses to the new world of online reviews have not always been appropriate or even legal.

 

In 2016, a Washington Post investigation into 3000+ physician responses to negative reviews on Yelp and Google showed that an alarming number of doctors violated HIPAA compliance rules when responding to disenchanted patients. Other doctors – who used a passive aggressive tone or responded rudely to online reviews opened the door to additional criticism and unwanted attention from online users who were offended by physicians’ postings.

 

In general, doctors should not take it upon themselves to respond to online reviews. That’s because it is impossible to not feel emotional when dealing with negative comments. Instead, doctors should either designate a staff person to this task or outsource responses to reputation management consultants. This approach will often avoid making a situation worse or drawing more unwanted attention.

 

Responding to a negative review poorly is not the only problem doctors face with regard to their online reviews. Another unfortunate tactic some physicians erroneously employ, not addressing online reviews at all.

 

Neither strategy is good. Some doctors have reported a 30% loss of business after negative Yelp reviews. As one doctor put it, “Yelp reviews can literally be the bane of many doctors’ existence.”

 

Online reviews aren’t only read by patients. A 2013 study showed that 86% of doctors read their own reviews; 36% also regularly check their competitors’ reviews. As a result, online reviews can affect not only a physician’s ability to acquire new patients but also his/her standing as a member of the medical community as a whole.

 

In general, the appropriate course of action for doctors dealing with online reviews is to respond to every single new review – positive or negative. That shows others researching doctors that you listen to your patients’ concerns and address them professionally.

 

Don’t forget – you can’t make everyone happy. However, you can treat everyone with respect and courtesy – especially when everyone in the world can see your online interactions.

 

How should physicians and reputation management agencies respond to Google and Yelp reviews?

 

The best approach is to answer to every single online review as part of your ongoing reputation management activities.

 

But how should a physician respond to negative reviews online?

 

There are many ways doctors can tackle negative reviews in their reputation management campaigns. Through it all, remember this point: a bad review doesn’t ruin a business. It’s impossible to please everyone. The best technique is to keep your head cool and to give professional answers to every single review online – good, bad, or ugly.

 

Strategy Number 7: Create medical profiles on relevant directories and social media sites designed for doctors


One of the best approaches to online reputation management for doctors is to create rich profiles on a wide variety of platforms set up specifically for doctors. Just like mainstream social media platforms such as Facebook, Twitter, or Linkedin, social media platforms for doctors stand a very good chance to rank organically in Google for the search term associated with the name of a specific doctor.

 

Some popular social media platforms and directories for doctors are:

 

CareDash: As one of the fastest growing provider review sites, CareDash uses artificial intelligence to help detect and stop the publication of fraudulent reviews. Doctors can easily create and personalize their profile, and patients trust the platform to help them confidently choose their care provider.


Doximity: An online social network for doctors with verified clinicians’ profiles. As of 2018, the network has over 1,000,000 doctors and physicians. That’s approximately 50% of all doctors in the US.


Healthcare6: An online directory that helps patients find doctors based on specialty and location. The company currently lists almost 3 million doctors and health care providers.


Sharecare: An online health and wellness platform and doctor directory. Sharecare lists each doctor’s full profile – including insurance plans, years of experience, biographical information, specialties, professional affiliations, and educational background. The platform also allows doctors to answer questions and provide thought leadership on specific topics.


WebMD: One of the largest healthcare news and directories in the world. The company allows doctors to create free profiles and advertise on the platform to get new patients.
How physicians and reputation management agencies should optimize healthcare directory profiles

 

Healthcare directory profiles play a critical role in reputation management campaigns. This infographic shows the top reasons why doctors should care about their online directory profiles:

 

For reputation management companies, creating online profiles in established directories is an “easy win” to influence Google search results. Given the nature of some of the directories – where doctors need to verify their identity – new profiles for specific doctors are usually easy to set up and then rank in Google. Google sees verified directories as highly legitimate social signals for ranking those profiles highly for specific keywords.

 

Whether you are actively working on your reputation or not, one thing is certain: you should absolutely have yourself and your practice listed on some of the most popular – and free – directories in the US.

 

Strategy Number 8: Be helpful online by posting on relevant Q&A sites and threads


One often ignored technique for ranking high in Google search results is the practice of creating profiles on Q&A websites and responding to questions posted on message boards that are within the doctor’s specialty.

 

For example, Quora is the most popular question and answer website in the world. It ranks 90th among the most popular sites in the world and 3rd for Q&A sites. On Quora, anyone can create a profile under their own name and contribute to the community.

 

However, Quora has a lesser known benefit. Engaged users who create relevant content using their actual names, can be up-voted by their users. This usually results in that individual profile ranking higher for the name of its author.

 

In simple terms: a doctor can create a Quora profile under his/her name. After answering questions on specific topics, the Quora profile link will appear in the results of a Google search when a user looks for the name of a specific doctor.

 

How physicians and reputation management agencies use Quora to rank organically in Google

 

Strategy Number 9: Use YouTube to post promotional content, highlight testimonials and make your YouTube profile rank highly in search results


Here is a lesser-known fact: YouTube is the second most popular search engine in the world. Furthermore, YouTube is also a tried and true tactic that has become increasingly popular among doctors to attract new patients, learn new methods, and even attract new employees.

 

In addition, YouTube allows users to create a custom URL in their own name for their channel. As that URL gets backlinks, it will start ranking in search results.

 

The SEO benefits have made creating a channel and getting a custom URL a very popular technique for reputation management firms.

 

Of course, there is a catch. According to Google, a channel must meet the following criteria to get a custom URL:

 

  • Have at least 100 subscribers
  • Be at least 30 days old
  • Have an uploaded channel icon photo
  • Have uploaded channel art

 

This means that if a reputation management company is to reap the SEO benefits for a client from YouTube, it’s not enough to just create a YouTube profile.

 

Reputation management companies need to work with a client to create relevant video content. Then, the video content needs to be promoted. Potential subscribers need to be found and encouraged, through campaigns, to follow the channel.

 

In the end, this is worth the effort. When a doctor or reputation management company uses YouTube correctly, the YouTube channel for a specific physician can become one of the top ten search results associated with a specific doctor’s or practice’s name.

 

How physicians and reputation management agencies use YouTube to rank organically in Google.

 

Many doctors feel intimidated by video content. When we think video – we think high tech video editing, sound editing, special effects, and more.

 

Actually, any doctor with a smartphone can become a videomaker. The videos can be about any relevant healthcare topic. Some examples include testimonials, health-related tips/tricks, video from a conference, etc.

 

Any video – small or big – can help with reputation management. Especially when you are dealing with negative online reviews, YouTube becomes a great channel for online visitors to see you in action, since your personality and charisma, and relate to you as a doctor outside of any negative reviews found online.

 

YouTube is one of the most powerful tools to quickly and efficiently improve your online reputation.

 

Strategy Number 10. Use SlideShare to showcase your expertise, thought leadership and skills as a doctor
Creating a powerful SlideShare online profile is another popular technique used by reputation management companies to remove negative reviews from the first page of Google search results.

 

SlideShare is a social network allowing users to publish professional presentations, infographics, and documents online. The website gets approximately 80 million visitors a month and has over 30 million users. In 2012, the company was purchased by LinkedIn for $119 million.

 

How physicians and reputation management agencies can use SlideShare to rank organically in Google

 

SlideShare has long been used for marketing and SEO purposes. Like other techniques presented in this article, SlideShare is simply another online social network which, when used correctly, can offer businesses and physicians a much-needed search result in the process of burying negative results in Google.

 

Like Quora, SlideShare is created around topics. This makes it easy to create a robust strategy to rank higher in Google search results.

 

As with other techniques discussed in this article, SlideShare is great for reputation management. Prepared correctly, Slideshare accounts can even replace other Google search results and help physicians rank higher for their own content.

 

Strategy Number 11: How physicians and reputation management agencies track online presence in real time


Reputation management never stops. Even when a specific issue is resolved, physicians must be diligent about their online presence and quickly react appropriately when necessary.

 

The best way to handle your reputation management is to create a Google custom alert. When users go to this link they can set up a specific alert for any word or combination of words of interest:

 

In the search bar, a doctor can enter a personal name or the name of the business. Any time the name is mentioned online, an email alert is sent.

 

This strategy is very effective because it allows doctors to easily maintain their reputation management.

 

Rather than waiting until the last possible moment to respond to negative reviews or negative PR coverage, physicians can deal with problems early.

 

In reputation management, it’s imperative to answer criticism proactively and quickly counter any negative publicity.

 

This simple tactic will keep you instantly informed and give you peace of mind. With custom alerts, you can sleep well at night because you know you have access to any good or bad online news as soon as your name is mentioned.

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How Doctors Can Save Their Online Reputation and Flourish

How Doctors Can Save Their Online Reputation and Flourish | Online Reputation Management for Doctors | Scoop.it

Every doctor now gets searched online, as many patients and prospects base their choices on reviews. Since they make judgments based on what they discover online, it’s imperative to know what’s being said about you so that you can manage your online reputation. Even if you execute caution on what your online posts are, someone else may say something negative or unfair about you. Here are strategies on how to protect online reputation for doctors.

Reputation Risks for Doctors

Some doctors may assume the best way to protect online reputation is to delete negative comments and hide behind security settings on Facebook or Twitter. But if people suddenly can’t find you after reading a negative review, it raises questions. Keep in mind that everyone from celebrities to unknown clerks is at risk of facing negative online content about them.

 

A Deloitte global survey of executives in 2014 found that reputation is considered the biggest business risk. In fact, 87% of the respondents said reputation risk was a greater concern than business strategic risks. Over 40% of executives fear the consequences of reputation damage can involve loss of revenue.

 

The biggest challenge is cleaning up the mess created by what other people say about you online. While you can control the content you post about yourself, you can’t stop what others decide to say, whether they have a legitimate complaint or are just recklessly trying to damage your reputation. Perhaps they are a dissatisfied patient, a disgruntled former employee, a competitor or someone hired by a competitor to spread negativity.

Impact on Referrals

One of the biggest drivers of new leads in the healthcare industry is referrals. When you see a drop off in referrals it can be a sign that people are finding negative reviews about you online. So, be sure to Google search your name periodically to find out what others see. Keep in mind that not everyone is served the same results, since Google uses cookies that track your online interests. Each individual gets different results, so it’s important to check on various computers.

 

A Harris Interactive survey in 2012 of 2,570 adults found that 48% of who Googled their own name said the results they found were not positive. Furthermore, 30% said they found results that were irrelevant. Those are pretty alarming statistics, considering Google is the world’s most used search engine.

How To Protect Your Online Reputation?

Luckily, there is an innovative technology you can use to track and defend your online reputation. One of these tools is Google Alerts, which sends you free notifications when new content based on your keywords appears online. Several other tools can help you track what people are saying about you or your keywords on social media. Here are additional steps you can take:

  1. find out who the people are that are posting negative comments
  2. if the information is false, ask them politely to remove the comments through a private message
  3. consider a service that scrubs online content
  4. review your own social media and blog posting and consider removing any content that may offend others
  5. purchase your own domain name and launch an official website so that you control content about yourself
  6. create many pages for your site to increase the odds that search engines will prioritize them
  7. Develop about 9 other web properties with regularly updated content including social media profiles to further dominate search results

Over to You!

It is crucial to protect your online reputation as a doctor since many patients now based decisions on online reviews. Stay on top of your own online content and consider hiring someone to manage your online reputation.

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How to Manage Online Reputation of Your Multi-Location Medical Practice 

How to Manage Online Reputation of Your Multi-Location Medical Practice  | Online Reputation Management for Doctors | Scoop.it

Keeping a track of the online reputation of your multi-location medical practice isn’t easy. But with the right guidance and a proper tool in hand, you can easily monitor and manage online reputation of each of your practice in a way that will ensure accountability, decision making, and optimized revenue opportunities for each of them as separate business units.

 

One of our very long-term and loyal healthcare clients called us concerned about the reputation of his brand. The reason for his worry wasn’t the fear of a bad online reputation. As our client, his online reputation was great. This client was actually expanding from a single location to a multi-location practice, and was confused about how to keep a track of each of his locations’ online reputation.

 

I knew what I had to tell him to assure and convince him on the matter. However, as a marketer, I was curious and wanted to listen to his concerns from the perspective of a client. I listened to his concerns regarding the management of online reputation of a multi-location business.

 

The key issues we discussed were about:

  1. Fixing accountability of each business unit for its own success and failures
  2. Equipping practice managers to make decisions regarding processes and products specific to each location
  3. Allowing for business or service related optimization to create new revenue opportunities for separate locations

 

Keep reading this blog to understand how we resolved these concerns and how YOU can also monitor and manage online reputation for all your locations easily.

Maintain Location-Based Profiles

This is not just a suggestion, it’s a necessity. Most of the online platforms where your patients can leave reviews only allow for one profile per location, except Facebook. Facebook lets brands to have and manage a brand-wide page as well as location-wise pages from a single profile.

 

Location-based profiles help you have a deeper reach in specific geographic locations. Being locally-present on the internet allows your prospective patients to find you easily and quickly when they are conducting a mobile or location-based search.

Manage Brand Visibility Across Locations

Creating location-wise pages is not enough. You’ll need to perform some presence management tasks like listing your medical practice on all major business/healthcare listing sites, blogs, or local newspapers operating locally for each of your practice. This will help increase your brand visibility and allow you to rank better in searches locally.

 

A location-wise NAP (name, address, and phone number) listing on different online directories such as Google, Bing, Yahoo, Yelp, HealthGrades, and even Facebook helps a lot in raising your online presence locally. Getting your practice name cited in local articles also boosts your local online presence. Remember, a greater visibility on the internet means a higher online reputation!

Make Sure Review Responses Come from Equipped Practice Managers

As a provider, you’ll rarely get enough time to respond to patient reviews. Assign that role to your practice manager but ensure he/she has a good insight about the day-to-day happening, and a good grasp of the policies, procedures, and products associated with each location. By doing so, you’ll be in a better position to address issues and provide customer remedy effectively.

 

Also, focus on standardizing the way in which your patients’ concerns are addressed. Maintain a singular brand voice and provide the same type and quality of remedy or follow up services across each practice location. It’s better to avoid your practices competing with each other in terms of addressing patients’ concerns.

Run Pilot Tests in a Single Unit & Duplicate the Positive Experience in Others

Having a single practice manager in charge of the online reputation for your multiple practices also allows you to run programs on pilot test basis on a single unit and duplicate the positive experience on other low performing units. For that, you’ll need to have an online reputation management application in place that can present all data (regarding ratings, reviews, sentiment analysis, etc.) at one place.

 

If the program works, you can duplicate the positive patient experience in other lower performing units. It can be achieved through staff training or by fixing mechanical or facility issues like parking problems or high level of noise.

Manage Online Reputation for Your Multi-Location Practice with RepuGen

Medical reputation management is now an evolved marketing concept. Healthcare brands with single or multi-location practice are using it for its many benefits.

 

With ORM, you get separate dashboards for each practice location. Each dashboard come with full accessibility features to monitor and maintain online reputation for each location. It also allows for mobility which means you can install the ORM application in even a smartphone or tablet and work on it even when you are on the go.

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Best & Worst Cities by Physician Reviews

Best & Worst Cities by Physician Reviews | Online Reputation Management for Doctors | Scoop.it

Study of 46,300 online doctor reviews nationwide yields a comparative snapshot of satisfaction with healthcare

 

Patients in San Francisco and Oakland appear to be happiest with their doctors, while the least satisfied American healthcare consumers live in other California cities as well as in New York State locales, according to an in-depth evaluation of the ever-contentious online reviews that many physicians denounce.

 

 

In a nationwide study, Denver-based Communications deployed special software to analyze Internet reviews of 46,300 healthcare providers on Google+ and Yelp.com websites.

 

Software collected ratings of individual doctors, group medical practices, clinics and hospitals in the 100 largest U.S. cities. Then ranked each city according to its average patient rating on the five-star scale used by both Google+ and Yelp.com.Tabulated the results in what the firm is calling the U.S. Happy Patient Index (HPI), providing a comparative snapshot of the state of satisfaction with American healthcare.

 

HPI rank City Average star rating

1 San Francisco, CA*  4.15

2 Oakland, CA*  4.14

3 Honolulu, HI  4.14

4 Madison, WI**  4.09

5 Indianapolis, IN  4.05

6 Seattle, WA  4.05

7 St. Louis, MO**  4.02

8 Cleveland, OH**  4.02

9 San Jose, CA  4.00

10 Austin, TX  3.98 

 

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Analysis Finds Online Doctor Reviews Overall Positive 

Analysis Finds Online Doctor Reviews Overall Positive  | Online Reputation Management for Doctors | Scoop.it

While many physicians consider online reviews of their services exasperatingly unscientific and unfair, a nationwide study has determined that most healthcare consumers consistently give their physicians high marks on the Internet.

 

In a study of online doctor reviews coast to coast, Vanguard Communications – a 20-year-old Denver marketing and public relations firm specializing in health care – developed special software to analyze Yelp.com and Google+ reviews of doctors, group medical practices, clinics, and hospitals.

 

The software ferreted out ratings of 46,300 providers in the nation’s 100 largest cities, finding that 56.8 percent of physicians get four stars or better. At the other end of the satisfaction scale, only one in eight doctors (12.1 percent) gets an average of fewer than two stars. More than three out of four (77.3 percent) earn three stars or better.

Majority of doctors get high marks

“From our findings, it appears that doctors tend to get much better reviews than hotels, restaurants and retail businesses,” said Vanguard CEO Ron Harman King. “While some doctors indisputably suffer from unjust online comments, our snapshot of American health care providers indicates doctors, in general, enjoy widespread respect and gratitude from patients.”

 

As medical consumers increasingly turn to physician rating sites to shop for health care providers, anxiety in the medical community is growing over online reviews, with some doctors using their patients over Internet comments. Nevertheless, a recent study reports that among patients who utilize physician-review websites, 35 percent have selected doctors based on good reviews, while 37 percent avoided doctors based on bad reviews.

 

Doctors wondering how to best clean up their online reputation sometimes need to look no farther than their reception desk: a 2013 Vanguard study found that just 21.5 percent of negative reviews cited physician skill as a major concern. Instead, four times as many patients were upset over the level of customer service from clinic employees and doctors’ bedside manner.

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4 Things to Know about Online Reputation Management

4 Things to Know about Online Reputation Management | Online Reputation Management for Doctors | Scoop.it

There has never been a time with greater consumer engagement than right now, especially with the far-reaching capabilities of smartphones. However, with consumers’ ability to share positive ratings and experience also comes their freedom to post the negative about your reputation. While businesses in the obvious industries—such as hospitality and retail—are subject to such reviews, so, too, are healthcare practices. In fact, a survey by Software Advice, a tech research firm, found that 62% of those surveyed use online reviews as a first step to find a new doctor, 19% use online reviews to evaluate an existing doctor, and 44% would consider an out-of-network doctor if their reviews were better than in-network doctors.

 

How can healthcare practices ensure they land on the winning side of the equation? That’s where online reputation management comes in.

 

  • What is online reputation management? It’s controlling what potential or current consumers see when they Google your name. It helps to stop, fix and prevent PR disasters while protecting and promoting your brand. Think your practice can’t be affected by bad press? A study by Outbound Engine found that 88% of consumers trust online reviews as much as personal recommendations. It’s important to make sure you’re getting a good recommendation.

 

  • What does Google say about you? Research your practice as though you’re a consumer to get an idea of your current online reputation. Remember: 93% of searchers don’t go past the first page and will use the first 10 results to form an impression. Is your reputation:
    • Negative: By far the worst category for a practice to be in. This means you have one or more negative search results tarnishing your reputation. These can be from official rating sites (like Yelp or Healthgrades), blogs, Twitter accounts or any number of other social channels.
    • Irrelevant: These results don’t hurt you, but they don’t help you either. You may not be losing potential patients who are researching, but you won’t win their business either.
    • Wrong: There may be other practices with the same name that are more relevant to online searches than you. Aside from consumers not finding information about your practice, they may read negative things about this other practice and attribute them to yours.
    • Positive and relevant: Your search results are full of positive content, and your brand is well-represented. This is ideal but still requires maintenance to continue.

 

  • Why are Facebook “likes” important to a healthcare practice? The omnipresence of social media platforms has made them one of the fastest growing referral sources for businesses of all sizes and types. According to a study by The Spark Report, 41% said social media would affect their choice of a specific doctor. Your social media presence should serve as a testament to why patients trust you and also display the human face of your operation. You should configure Facebook, Twitter and Google+ profiles for your practice locations, and upload images and key information. It is also important to respond to social media posts (publicly or privately, depending on the post), as well as resolve any issues or complaints expediently and in accordance with best practices.

 

  • How do you get positive reviews? People will be reading your reviews for proof of a strong, positive reputation. They want to see authentic and authoritative reviews that appear regularly and across a range of sites before they feel confident in your practice. Negative reviews on sites like RateMDs.com, Vitals.com and Yelp.com can hurt your online reputation and the success of your business. It’s imperative your information on these sites is correct and current; create and populate profiles for the sites your practice is not on, and seize opportunities to remove or respond to negative reviews without breaching doctor-patient confidentiality.

 

A successful online reputation management program needs to be multifaceted and include elements of social media, search engine optimization and owned, earned and paid media. It’s important to understand how these things impact your online reputation and use them properly—before a problem arises—because despite the amount of time and resources required to build a positive reputation, it takes considerably more to repair a negative reputation.

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