It’s no secret that your practice’s reputation can be a driver of your patient acquisition and retention. Good reviews and a great overall sentiment about your practice can lead to natural success, but that’s not all built online. In fact, your practice’s reputation is far beyond that. Here are a few ways you can continue to improve your reputation both online and beyond!
Differentiate Your Practice From Your Providers
When claiming listings up front, it’s sometimes a shock for providers to find out that they should be separated from their practice for reputation purposes. There is a great reason, though, and it’s all built around how people search for care and what they might be looking for.
For your practice, people are often searching for the services you offer, the distance to your practice from their residence, and the overall feeling that one gets while in the office. When looking at reviews, people expect to see things about your actual building, the front office staff, and perhaps the cleanliness of the practice.
For your providers, people are searching more for the general assessment of the doctor and their skills. When looking at reviews, people expect to see things about the provider’s bedside manner, how well they explained procedures and services, and maybe the follow up from that person.
As you can see, both are vastly different. By splitting out these two things you are actually helping the overall user experience as the searcher’s intent is seen as something you’ve taken into consideration. Not to mention, if your provider or your office received a negative review for some reason, the other will not be impacted from that and your reputation for that specific part stays in tact.
Continue to Do Patient Satisfaction Surveys
People often think that if they are pushing for new reviews online they can stop asking for patient satisfaction surveys to be filled out internally, but that’s not the case at all.
Patient satisfaction surveys, which can be built out online by using Practis Forms, are very robust and will ask directed questions. They are designed to get very granular and find out what a patient may have experienced in every step of their process. Internally, this is useful as it can help you find out where an issue may have occurred and correct it quickly. In addition, you can use the data to analyze where common problems arise, which may lead to a process overhaul.
Patient reviews, on the other hand, are created by the patient and may be very open ended as far as their responses are concerned. For example, a patient just may say they had a bad experience without leaving any detail. Where a patient satisfaction survey would’ve lead you to an answer, a review may leave the issue open until you contact the patient in response.
If you’re looking to really create a great reputation, taking the patient satisfaction surveys and actually listening to them to resolve issues will help! Patients will notice the changes, and may even feel they were uniquely tailored to them based on their responses.
Personalize Your Responses
Templates are fast and can save time, there’s no doubt about that. But if you’re really looking to build your reputation, personalization is key both online and internally within your practice.
When responding to a review online, you always want to make sure you’re following steps to abide by HIPAA rules, but you also want to make sure they understand that you’ve read the review. Not to mention, others that are looking at your reviews will see your response and know that despite it being a negative, you have taken the time to assess the situation. Without explicitly stating they were a patient, reiterate your policies (if necessary) and let the patient know you are looking in to the situation and invite them to contact you at any time to discuss further.
Internally, it’s important that you interface directly with the patient. It can be tough, especially during these times, but it can be a make or break for your reputation. That one patient can tell ten of their friends that your practice handled the situation in a way they didn’t appreciate, and even if you lose a percentage of those people, that’s a good deal of potential patients you miss out on. Even with online reviews, it’s sometimes best to just call the patient directly to discuss. You’d be surprised at how easily these things are resolved. Remember, people don’t often understand how to display emotion via a keyboard!
Your reputation is not only what people say, but how you react. By understanding that this is public and working towards amicable resolutions, your practice will develop a strong reputation easily.
Display Your Successes
If no one sees your wins, are they really wins? While that’s not all true, you need to make sure you’re showing off a bit, whether that be with awards received, great reviews, or just patient testimonials. People LOVE to see it.
You don’t necessarily need to plaster your new award all over every surface of your office, but you should be able to present it online, and perhaps at your front desk or the waiting room. Grabbing patient testimonials and placing them on your website, social media, and in your office is also a quick and easy way to display things that people want to see. After all, they are a patient now, too. They want to see what others said and how it aligns with their overall assessment of your office. If they end up loving you, there’s another patient testimonial!
Don’t be shy about what people are saying or how well you’re doing. If you don’t display these things and just wait for it to happen organically, people might just focus on the bad things, which can hurt your reputation immediately.
Get Some Help!
It’s unlikely that you can do this alone, especially while running a practice, so contact Practis today to get some help with your reputation. We’re here to help you stand out from the crowd and consistently grow your practice.