As a healthcare provider, your online reputation is incredibly important. An online presence can make or break any business, and this is especially true in healthcare. A potential patient will be trusting you with their health, comfort, and possibly their life, so making sure you are a reliable and trustworthy provider will be a top priority. Here’s how you can make sure that your reputation lives up to their expectation.
- Tidy up your website! Whether it’s a social media page or a full-fledged website, make sure that your image is as professional as possible. Use proper spelling, grammar, and punctuation, as well as keeping your content on-topic and relevant. Remember that while using all capitals is eye-catching, readers will assume that the author is yelling or that they don’t know how to use a keyboard, neither of which is a good thing. It’s also important to make sure that all of your websites have current contact information like phone numbers, office addresses and email addresses.
- Respond to as many reviews as possible! When a patient leaves a good review, thank them so they know you appreciate them. In the case of negative reviews, responding will show people that you care about their concerns and that you want to improve the quality of your care. Try not to be defensive or make excuses – it’s better to apologize and attempt to resolve the problem. Instead of seeing a negative review as an attack, treat it like a learning experience and use it to your advantage. This will show other patients that you are compassionate, empathetic, and that you want to be the best provider you can be. If you can adequately solve the problem and make it up to the patient, they may even remove or edit their review (if they can), thus repairing your reputation.
- Solve problems before they start! It’s true that some bad reviews are inevitable, but there is a lot you can do to prevent them. Many negative reviews complain about things like wait times and staff attitudes. By keeping your office efficient and friendly, you can earn good reviews more easily. Check out your competitors’ websites to find out what problems they have, and take steps to prevent those issues in your business.
- Encourage patients to give you reviews! Without encouragement, people are much more likely to write a review when they’ve had a negative experience. Having lots of reviews will allow potential patients to make better decisions, and it will give you more opportunities to solve problems and to persuade potential patients to choose you as their healthcare provider. Reminding patients in person to leave a review is a great way to end a visit on a positive note, and in addition to building your online reputation it will also send the message to your existing patients that you want to hear their feedback and that you care about the quality of your service.
Following these important steps will go a long way in building and maintaining your online reputation.