Reputation Management Tips For Your Medical Practice

Reputation Management

Reputation Management Tips For Your Medical Practice

In a recent study published in Search Engine Land, 88% of people trust online reviews as much as personal recommendations. So if everyone else is talking about your practice, why aren’t you?

The Internet can be a scary place for medical practices. Anyone can be saying anything at any time about you. That means both patients and possibly some non-patients are leaving reviews of your practice online. Do you know what people are saying about your practice online? How can you join the conversation and protect your online reputation? Check out these tips on how to manage your medical online reputation.

Keep An Eye On Your Reviews

  • Schedule some time to look through them each week — the longer a bad or inaccurate review sits around unanswered, the more negative impact it will have
  • The medical review landscape is fragmented — there are several bigger review sites and dozens if not hundreds of smaller ones. Patients could be leaving or reading reviews on any of them
  • Our review management service automatically monitors these sites, so we can notify you the instant a review hits the web

Be Human

  • Respond right away to negative reviews: Everyone likes to be listened to, and a quick response builds goodwill
  • Don’t use a template for your response: People can tell when they’re being fed a form letter, and nobody likes it
  • Keep HIPPA guidelines in mind: You will need to be selective about what kind of conversations you can have with patients. After commenting publicly, take things to email or another private form of communication

Stay On The High Road

  • It’s the internet, and sometimes anonymity brings out a person’s less than pleasant side. People have higher expectations for a practice’s conduct than they do a patient’s, and a calm, professional, and caring tone can work wonders when responding to angry or inappropriate reviews

Make People Happy

  • If the complaint is real, give it a real response — do your best to offer something to make up for the patient’s poor experience. Apologize, promise to address the issue, and try to make it up to them

Keep Your Audience In Mind

  • When you engage with a patient in a public place, remember that you have an audience watching. Even if you can’t make everyone happy all the time, other people will see and remember a genuine effort to make things right

Get More Positive Reviews

  • Ask nicely: Don’t be pushy, but let people know that they have a chance to make their voice heard — display the names and logos of review sites in your office to build awareness
  • Make it easy: Include a link to review sites in the emails that you send out to patients and potential patients
  • Use your online presence: Display links to your review pages on your website and social media pages — it makes it easy to read and leave reviews, and displays an openness and confidence in your practice

Tying It All Together: Medical Reputation Management

By becoming involved in the conversation about your brand on search engines and social media, CarbonFoot Medical can protect and enhance your online reputation. As user-generated content (UGC) continues to grow at an ever more rapid pace, reputation management becomes even more essential to the healthy growth of your practice.

“A one-star increase in Yelp ratings leads to a 5-9 percent increase in revenue”
— Professor Michael Luca, Harvard Business School

Check out Digital Marketing Specialist, Evan Watson discussing Online Reputation Management Tips For Your Medical Practice:

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Via Salesforce