Online Reputation Management for Doctors
17.2K views | +0 today
Follow
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
Your new post is loading...
Your new post is loading...
Scoop.it!

Did you know that Long Patient Wait Times Costs You?

Did you know that Long Patient Wait Times Costs You? | Online Reputation Management for Doctors | Scoop.it

Patience is a virtue, but patients don’t always feel the need to practice it. And that makes sense; as more practices offer shorter wait times and more one-on-one time with the doctor, why would they want to put up with long patient wait times?

Attitudes towards patient wait times are changing

If you’ve worked in the healthcare field for quite a while, you’ve probably heard the term “healthcare consumerism.” While the term encompasses many different things, the big idea is that patients expect their healthcare experience to be more like a customer service experience.

 

This retail mindset means patients are no longer willing to put up with long wait times at the doctor’s office—just as they wouldn’t wait a half-hour in line at the store to buy an item.

Reasons for shifting patient attitudes

The truth is that patients have never enjoyed long wait times in the office. In many cases, they simply accepted it as the norm.

 

While some offices have always attempted to streamline processes, we all know that practices and hospitals have a reputation for scheduling appointments that rarely begin on time.

 

So what’s different now? Patients have become empowered to take control of the situation. They know that there are other options out there. And while they may not be able to turn back the clock and choose another office, they can prevent other people from making the same mistake.

Your reputation is on the line

Wouldn’t it be great if a doctor or hospital’s reputation was based solely on their professional merits? Of course, you strive to provide the best level of healthcare you can. But in this day and age, that’s not enough to earn a strong patient referral.

 

And patient referrals are not just limited to someone’s family and friends. A recent Vitals study showed that healthcare facilities with long wait times tend to receive much poorer reviews than those with shorter waits.

 

The highest reviewed practices had average wait times of 13 minutes, while those receiving low star ratings had wait times of 34 minutes.

Patient reviews have greater reach than ever before

90% of patients have researched a doctor or hospital before visiting. Chances are high that most of your patients have looked you up online. They may have been pleased with your reviews, or they may have decided you were worth a shot despite them—but after a visit, they could change their mind.

 

This fact is not just limited to primary care. Even patients who receive a referral from another doctor are likely to research that referral online. And if they don’t like what they see, they may seek out a second option.

Your competition is changing

Depending on your area of specialty, the competition surrounding your practice or hospital is likely a lot different than it was just 10 or 15 years ago.

 

Primary care doctors and some other specialties are competing with urgent care clinics, including those in retail locations like a CVS. Urgent care clinics now compete with telehealth apps on mobile devices.

 

If you want to keep patients in your practice or hospital, you have to create an experience of care that keeps them coming back and is competitive with these modern healthcare environments.

Losing a patient is expensive

According to Vitals, 30% of patients have simply left a doctor’s office because they were dissatisfied with the wait time.

 

In some cases, the cost of acquiring a new patient can be a couple hundred dollars—worth it when you consider the lifetime value of that patient, but not if you lose them!

 

And when one patient leaves, you miss out on the opportunity for several more patients. This includes their family and friends and, of course, several people reading your negative reviews.

What can you do to reduce the wait?

It may be time for an audit of your systems and processes. Think about what you could do to really streamline appointments and make sure everyone is in and out in as little time as possible. Could you…

  • Automate check-ins or keep these online?
  • Keep better estimates of the amount of time needed for certain times of appointments?
  • Text patients when you’re running behind and allow them the option to reschedule?

 

Best of all, listen to your patients and their needs. Even if you fall behind in scheduling, your patients will appreciate transparency and your willingness to fix the issues over time.

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

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

No comment yet.
Scoop.it!

How Customer Service is Your Best Physican Marketing Tool

How Customer Service is Your Best Physican Marketing Tool | Online Reputation Management for Doctors | Scoop.it

You might not automatically connect customer service and physician marketing, but the two have a symbiotic relationship. The happier your patients are, the more they talk about you to their family and friends. Word of mouth is one of the most powerful marketing assets a practice can leverage.

 

Patients are no longer just people that come to the doctor when they are sick. Today’s modern, social network-savvy individual is a health care consumer shopping for the best customer service available. Are you ready to provide it?

Stand by the Phone

You don’t have to literally stand by the phone waiting for patients to call, but you do need to be assessable. A trained member of the practice staff should man the phones, and answer within the first few rings. It will allow new patients to talk to a live person when they have questions, too. If possible, dedicate one employee to be responsible for answering the phone and booking new patient appointments. New patients are always judging their experience, a poor first impression when answering the phone can drive new patients away from your practice. 

Make a Good First Impression

Physicians Practice points out the front office staff are the most critical when it comes to making a good first impression. They should look and act professional, whether greeting patients at the door or talking to them on the phone. The practice will benefit from good customer service training, preferably with a company that specializes in the healthcare industry.

Include the physicians in the training, too. Blog KevinMD.com explains that physicians are not known for their customer service. Medical school may provide lessons in bedside manner, but that doesn’t necessarily translate into basic customer service skills. Part of the doctor’s job is to build a relationship with patients and that means learning how to relate to them on a business, as well as, medical level.

Confirm Appointments

It is a simple way to show the patient you are on top of things. That little extra touch opens up the lines of communication and gives them an opportunity to ask questions prior to the appointment. You can also use call backs as a training tool for new staff, so they can practice listening to patients and master the basics of phone etiquette.

Learn to Put Out Fires

A practice's reputation is everything when it comes to physician marketing. It is critical that you have a plan in place to handle negative feedback. Assign the task of monitoring the Internet for mentions of the practice, so someone can deal with problem situations before they have an impact.

Set up an in-office system for complaints, as well. This might help deter people from venting on the Internet. Something as simple as posting the name of the office manager, so an unhappy patient knows whom to ask for when there is a problem can divert some bad publicity.

Get Patient Obsessed

In the end, it is the little things that will generate the most positive feedback from patients.

  • Attention to wait times
  • Call backs after a procedure
  • Remembering patient names
  • Offering an interactive and informative website
  • Creating communication channels via social media
  • Delivering on expectations

Customer service means caring about what happens in the practice and taking steps to improve the patient experience. Do that and you can naturally generate new patient referrals.

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

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

No comment yet.
Scoop.it!

Reputation Management Mistakes Doctors Should Avoid 

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

Reputation management is the necessity of time for your practice to flourish. Review sites and numerous people who browse the Internet for all solutions have made reputation a big deal for a practice to exist. Online reputation management of your practice now has a direct link with the number of potential patients visiting your practice and increase in revenue.

Not claiming practice

You can lose numerous potential patients if you have unclaimed profiles or listings. Searchers find you online with the hope of genuine information, so take care of duplicate Google My Business (GMB) listing and remember to claim your practice. Also, get your practice citation done on relevant websites for establishing a strong reputation in your locality.

Not asking for reviews

Every day you meet so many patients and provide treatment to cure their ailment. So, you need to request your happy patients, who thank you before leaving your practice, for a positive review online. This creates a better understanding of patients’ expectation and builds a stronger doctor-patient relationship. Writing reviews or feedback allows the patient to even share their concerns with physicians. You can even mail your patients for positive comments and post them on your practice website as testimonials. The more reviews you have for your practice on the web, the better will be Google’s ranking.

Posting fake reviews

Remember, not to post fake reviews. Just to get high ranking and a strong online reputation you cannot post false reviews. Requesting friends, family to write for your practice, bribing employees or patients and posting fake reviews can land your practice in trouble. Any such review spam once deducted by Google can hit your ranking and online reputation badly. You should regularly check the review sites to save yourself from such review spam. Different review platforms have a different process of claiming them.

Not thanking for Positive reviews

It is essential for your practice reputation to thank patients who take out time to post positive feedback about your practice without bothering for any personal gains. On receiving a thank message will make the reviewers delighted and cared. This will assure them of your services and the increased trust will help you get word-of-mouth marketing for your practice. When replying, stay simple and short. You can also ask them to use any of your new services but never get swayed in emotion and disclose private health information of your patients.

Ignoring negative reviews

Another mistake is ignoring or deleting negative reviews. Receiving such a comment is very normal because to err is human. Removing a negative comment is a big mistake that can spoil your online reputation. Instead of taking it personally, you first need to check if it is not a review spam. Secondly, check the reviewers’ concern. Thirdly, thank the reviewer for posting feedback and assure for improvement. These steps can turn a negative reviewer into a positive one. Communication is a bridge of solution for most problems, so don’t lose this opportunity of increasing your patient base and delighting every patient.

No personalization

Another factor affecting your online reputation is not personalizing your marketing and services. You need to engage with patients on a personal level to make them comfortable. In addition to relying on reviews, you should send personalized emails. An automated response can demotivate people. Respect your patients and send them messages that improve your brand image.

Not monitoring activities

In addition to the above-mentioned practices, you need to monitor the outcome to maintain a strong online image of your practice. This online image helps you attract potential patients and increase the revenue from your practice. If you cannot find the time or manage your online reputation, take help from agencies such as myPracticeReputation. Tying up with an inexperienced and inefficient agency can degrade your reputation. Agency should be dedicated and well-versed in healthcare marketing.

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

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

No comment yet.