28 Aug, 2017

How Important Is Reputation Management In Healthcare?

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With digital technology constantly developing, the healthcare landscape is changing, creating modern consumer behavior. The rise of mobile and accessible health resources give customers more control over the options of their care more than ever.

Online sites like HealthGrades, Vitals, and Yelp are among the digital resources that customers can use in order to view reviews about the quality of care.

“As many as 8 out of 10 people will look online for information about individual doctors. All of that happens long before they make an appointment and what they find — positive, negative, neutral or nothing at all — influences their decision to call, or not.” Medical Practice Insider reported. 

Since the cost of out of pocket care is rising, the information and rating on these sites hold a powerful impact over which providers patients choose.

Athena Health has conducted a study on this matter and the results indicate that online reviews do in fact, influence patient’s decisions while choosing a healthcare provider.

Because of this, managing your reputation in the healthcare industry is important. According to a recent study, healthcare providers should not ignore the ratings that they are given. Instead, take note of them, and improve weaknesses.

Managing your online reputation as a healthcare provider can be made possible by carrying out a few components.

What Are Patients Shopping For Online?

When patients are shopping online, they are looking to satisfy specific needs. They take into consideration the reviews that other customers give.

“The initial search results will provide an overview of your reputation and how the past and prospective patients perceive you, Williams says. And it will show if your physician review profile is outdated or incorrect and needs updating.” Healthcare Dive reported. 

They also shop around to compare physicians and the quality of care they provide. This can range from reliable and easy appointment scheduling to the doctor’s bedside manner.

“But patients’ idea of quality can differ from that of providers. Often, what they are most concerned about are wait times, convenience and whether they were treated kindly and with respect — not the clinical outcome, which they assume the doctor will see to. And unhappy patients can send ratings south.” Healthcare Dive reports. 

Both positive and negative reviews can impact a patient’s care choice. So, as a physician, how can you control these reviews?

Track Your Reviews

Remaining knowledgeable about the reviews you are receiving is a key component while tracking patient’s reviews.

Many providers fall short of this because they aren’t aware of the tools that are available that can make tracking reviews easy and accessible.

According to Healthcare Dive, Cloud based platforms are available for providers to use, that can rate reviews from positive or negative, drawing data from the web. It enables providers to strategically respond to the patient when deemed necessary.

Manage Your Reviews

If you receive a bad review on any of the digital platforms listed above, contacting the unhappy patient is a good way to show you are paying attention, and you care about what your customers have to say.

In most cases, patients are complaining because they want a response. Ignoring these complaints can make you seem indifferent.

Being Proactive is a key strategy while handling a negative review, but can also work while handling a positive review, because it can act as an effective and beneficial source of information, working in favor of your services.

“Reputation management is not just about responding to negative reviews but impacting the positive reviews. Higher click ratings can increase visibility in Google searches, and if consumers see a provider has a better than average rating or in their locale, they’re more likely to choose them for their healthcare.” Healthcare Dive reported.

You can share the good reviews on your website or social media platforms, in order to drive new potential customers. Don’t forget to also thank your customers for the good reviews. This creates a lasting relationship and positive customer engagement.

To learn more about how to be an effective provider, attend our Healthcare Providers Transformation Assembly. 

ABOUT HEALTHCARE PROVIDERS TRANSFORMATION ASSEMBLY

Healthcare Providers Transformation AssemblyThe Millennium Alliance is pleased to announce that application for our bi-annual Healthcare Providers Transformation Assembly is now open. Join leaders from North America’s leading Health Systems at The Ritz-Carlton in Dallas, TX to discuss how the industry is adapting to a healthcare customer-centric transformation.

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