While you focus on care, potential patients are using your online reputation on Google, Facebook, Yelp, and other review sites to decide whether or not they want you to be their doctor.
Reputation management is critical in attracting new patients and building a strong online presence. One of the key factors influencing a doctor’s reputation is patient reviews, which play an essential role in shaping the perception of a medical practice.
Software can automate a lot of the work you need to do. In this short guide, you’ll learn why software solutions matter, what features they include, and how they accelerate online reputation management for physicians. Then, you’ll get some tips on kickstarting your reputation.
Key Takeaways
- Reputation management is vital for physicians. Studies show that potential patients trust the reviews they read and use them to choose healthcare providers.
- There are serious risks to ignoring your reputation online, including the potential for long-term brand damage.
- Physicians can thrive online with the help of reputation management software. Certain features are especially valuable for clinics.
- In addition to software, there are tested practices physicians can use to improve their online reputation.
Why Physician Reputation Management through Reviews Matters More Than Ever
Online reputation management matters to doctors because nearly every potential patient begins their care journey by searching for information online. People who read reviews take them very seriously. 84% trust reviews as much as they trust personal recommendations from friends.
That means many people will form their opinion of your practice based on what they read on Google or Yelp. Those reviews have a huge and direct effect on your reputation.
Getting lots of reviews is also helpful if you’re trying to attract new patients. An active Internet presence and consistently getting online reviews can help you rank highly in local search engine results, for instance.
We recommend limited diversification for the review sites that matter for doctors. Try to get reviews on several major mainstream sites (Facebook, Google, etc) and a few healthcare-specific sites (Healthgrades, ZocDoc, etc).
However, be sure that you don’t overdiversify; it’s better to concentrate most of your reviews on three to five review sites than to spread them out across 20. Now that you understand why managing your reputation as a physician is important, you should learn more about what features are possible.
What Reputation Management Software Features Are Most Useful to Doctors and Clinics?
Online reputation management software typically provides several particularly useful features to doctors.
Look for the following features, which can make reputation management far easier for your practice. Remember that not all of the following features are available with all software or in all price tiers, so evaluate any option for your clinic’s needs.
HIPAA-Compliant Security |
Not all reputation management software includes HIPAA-compliant security, but this feature is vital for any practice that deals with patients’ medical records. Security is considered compliant when it meets the standards of the HIPAA Security Rule NPRM. The Security Rule establishes national security standards to protect certain health information maintained or transmitted electronically. It sets the safeguards required to secure electronic protected health information. Specifically, regulated entities (like your clinic) must do all the following do all of the following:
ReputationStacker has a plan equipped with HIPAA-compliant security specifically designed for healthcare providers. |
Automated Review Requests to Past Patients |
One of the most awkward parts of collecting reviews is making the initial request. If you choose a software that has this feature, it automatically sends a request to anyone who has completed a service. This automation can save hours a day while generating dozens to hundreds of reviews over the course of a year. |
Outreach for Direct Feedback from Patients |
In addition to review requests, reputation management software can help you automate outreach for direct feedback. Doing so can help you intercept negative feedback. Requesting direct feedback can also help you avoid violating any regulations regarding patient privacy. You don’t have to worry about privacy when emailing the patient directly. |
Auto-Share Reviews |
Great reviews can be a powerful marketing asset. That’s why some reputation management software programs typically come with features that auto-share reviews on your website or social media profiles. When you fully automate sharing this way, it can generate a constant supply of highly credible and authoritative content for your needs. |
Real-Time Alerts |
Real-time alerts about fresh reviews allow you to start “managing” your reputation in real time. By turning on these alerts and acting on them, you can rapidly address negative reviews or work immediately to promote strong ones. Depending on the reputation management software you choose for your doctor’s office, you may be able to turn on alerts to cover all kinds of events that affect your reputation. Check for options to get alerts about new reviews, new email responses, new replies to existing reviews, and more. |
Multi-Location Reporting |
If you manage multiple clinics, you want support for managing your reputation at every location where you’ll expect to gather reviews. By choosing software with multi-location support, you can be sure you’re harnessing the full power of all the reviews you collect across your locations. This feature is often only available at higher price points. Premium plans like the ones offered by ReputationStacker include multi-location support. |
Data You Can Act On |
Doctors’ offices can act on data. It’s important to choose management software that gathers and reports the valuable data that tracking your reputation gives you. Collect data that tells you how your reputation management efforts are going. For example, track how many reviews you generate weekly or monthly. You should also track the number of reviews arriving from each review platform and location. This can help you gain key insights, such as which platform your patients are most likely to use and which location is delivering the best experience. |
Implementing a fully-featured reputation management software will only take you part of the way. You and your staff will also need to develop practices that make patients more likely to have good experiences and to leave reviews.
Best Practices for Managing Your Online Reputation as a Physician
Build the following practices into your policies to start collecting reviews more effectively.
Ask for Feedback Post-Visit
A great approach is to contact patients after they leave the office (and only if they’ve given written permission for you to communicate with them via email or text message). Patients are often happy to write reviews if you frame your requests correctly.
Using an automated system like ReputationStacker makes this easy. Enter your patients’ email addresses or phone numbers into the system. The system will contact them directly with a one-question survey and direct them to the review sites of your choice so they can quickly and easily write you the rave review you deserve.
Improve Access to Reviews (Example: Links and QR codes)
Do whatever you can to reduce the obstacles between your patients and reviews. For example, providing your patients with links in your emails can allow them to skip to the review form on whatever platform you prefer.
Remember that some review sites require logins. If you get low responses to included links, you should test whether switching to a different platform receives a better reaction. Consider other ways to improve review access, such as providing QR codes in your office so patients can use their phones.
Respond Professionally
Engaging with patients and encouraging them to provide feedback can contribute to building a positive online reputation and social proof. Medical professionals need to present a professional and appealing image to patients and visitors who read reviews.
While doctors cannot control what patients write, they have the power to control the experience they offer. By continuously improving the quality of care and addressing any concerns or issues, doctors can increase patient satisfaction and minimize the occurrence of negative feedback.
Showcase Reviews on Socials or the Website
Post positive reviews to any online location where they might be valuable. Your website and social pages are good places to post reviews. By consistently showcasing satisfied patients’ feedback and highlighting their positive experiences, you can build trust, attract new patients, and maintain a strong online reputation in the competitive healthcare industry.
Address Negative Reviews as “Offline” as Possible
You have to avoid discussing care on public review sites because you can’t even confirm a patient is yours or detail the care provided without running up against privacy laws.
It’s especially important to avoid discussing negative reviews in these public settings. Negative reviewers are more likely to make charged statements that may encourage you or your staff to reply without considering the rules. Respond to negative reviews the right way and ask reviewers to contact you by email, phone, or even office visit if they want to discuss parts of their care.
Train Support Staff to Reinforce Positive Experiences
If you’re tracking your reviews, you’ll notice that your patients will talk about the elements of your service that make them feel best. Watch for repeated phrases, and use what you learn to train your staff to provide great experiences more reliably.
Your patients may notice that your staff is always friendly, that your waiting room is peacefully quiet, or that you keep your offices at a pleasant temperature. Find out what resonates with patients and turn it into your policy.
Improve Your Clinic’s Reputation Automatically with ReputationStacker
To improve their online reputation, doctors should provide an exceptional patient experience and promptly address negative feedback. Reputation management software that matches the needs of doctors like you can make that work far easier.
Getting a steady stream of positive reviews plays a huge role in your online reputation, so you should be proactive in getting them. An automated system like ReputationStacker does the heavy lifting for you, contacting your patients and getting them to post online reviews so you can concentrate on treating them.
