Originally published on February 28, 2017 at www.lmshealthpro.com.
By Kristen Brady
Because of the Internet, even an
excellent doctor easily can get an occasional bad rap. What can you
possibly do in regards to unfair patient reviews? A lot of things, beginning with
how you answer the phone at your clinic. Below are some basic principles
concerning managing physician reviews online:
By Kristen Brady
Because of the Internet, even an
excellent doctor easily can get an occasional bad rap. What can you
possibly do in regards to unfair patient reviews? A lot of things, beginning with
how you answer the phone at your clinic. Below are some basic principles
concerning managing physician reviews online:
Claim identity on
rate-your-doctor sites
Pretty much all business-review and rate-your-doctor sites
permit individual doctors to register with the website. Many require a valid
phone number and office address of the practice, in addition to verification of
the physician’s date of birth and medical license number.
Respond to all
complainers online
Make all responses public, if you can. An unsatisfied patient
isn’t your only audience. The more important audience is potential patients who
are reading the negative review. They have to see that you really take customer
service seriously.
Increase the amount of
positive reviews online
There are many ways to go about this. One includes contacting
satisfied patients who send thank-you letters to the practice or doctor and ask
if they’d publicly share their comments on specific sites.
One other includes having an aggressive patient feedback
plan. Most practices provide satisfaction surveys online after every
appointment for that purpose. It’ll help head off issues before they grab the
public’s attention.
Make customer service
your main priority
Perhaps as much as 3/4 of patient complaints may be addressed
using preventive steps.
Too many practices concentrate almost exclusively on clinical
skills and not enough on customer service. Those little things like good phone
etiquette and looking a patient in the eye while speaking may make a huge
difference.
Leading Management Solutions helps medical practice
leaders identify ways to improve operations to increase revenue, employee
engagement, and patient satisfaction. Learn more about us at www.lmshealthpro.com.
About the Author:
Kristen Brady is the
founder and owner of Kaboom Social Media, your social media marketing and content specialists!
Follow her on Twitter: @kb54927
