Online reputation management is vital in today’s Internet world. When someone wants to know about a doctor, they Google your name. Search results show some of your reviews and an average rating. Links to your social media, directory listings and health rating websites typically appear in the search results. Pictures, news articles, your website and more all come together to create your online reputation.
When is the last time you Googled your medical practice? The doctors in your practice? What you don’t know about your online reputation can hurt you! Plus, much of what goes online is forever there. It’s up to you to manage it. I prefer automated management, but you can do it manually if you and/or your staff has the extra time.
Use These Online Reputation Management Checklists
Monitor and Engage in Your Online Reputation
You don’t ignore a patient when he/she complains in your office. Follow the same protocol online. If a patient expresses a concern or rates you low, respond by asking the patient to call the office to resolve their issue. Ideally, you are asking your patients to change their review when their concern is resolved.
Almost everyone has a negative review that you can’t resolve. Don’t let that be the first thing that people see. Actively ask patients for reviews, which can boost your average and push down older reviews.
Location Listings are Part of Your Online Reputation
How frustrating is it when you aren’t sure which of the multiple business locations are correct? Do your listings show your correct information? Remember, many listings are more than a physical locations and phone number. Doctors, categories, key procedures, pictures and more may be included in a listing. Updating your listings helps patients find the right door.
Staff Actions Feed Your Online Reputation
What your staff says and does affects your patient conversion, upselling …. and your online reputation. You may not have linked staff to your online reputation, but it’s a clear link. Knowledgeable efficient staff often means higher reviews. Building patient relationships can translate into more reviews. Don’t neglect this important area.
If your online reputation isn’t stellar or you want to automate managing your online information, call PUMC. We have online reputation management solutions that we can customize just for you.