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Online Physician Reputation Management Starts in the Office
Let’s face it. Most physicians and health care professionals are too busy. Yet as a physician, I know first hand you want to do as much as you can for your patient, such as making sure prescriptions are being called in, working in an urgent appointment, etc.
Then why do most doctors ignore what’s being said about them on the internet?
Recently I was chatting with a physician who had an unflattering review on a public forum. She knew it was there (most providers do) yet chose the defensive tactic “Oh people don’t believe anything on the internet”.
Unfortunately it’s nice to think so, but by ignoring the question, to most prospective and current patients that if it is not being addressed, then the review is True! In recent Consumer Review, state that one out of three customers who have a negative experience take the time to post a review online.
In medicine, we all may have different specialties, but we are all in the customer service business.
Take the time to understand why that is being written. Can you identify who wrote that? Your ancillary staff is a part of who you are as a doctor and will have more impact than you might think. Are staff being abrupt to patients? Is your waiting time longer than necessary.
In our experience, most negative reviews start as a misunderstanding. Periodically followup with your patients through an email. The steps to improving online physician reputation management starts in the office.
