Online Reputation Management

Facing the Challenge of Patient Feedback and Reputation Management

  It’s no revelation that the ability to rely on word-of-mouth marketing and in-office patient retention alone is a thing of the past for healthcare providers and clinics. Today the internet is the “primary resource for patients searching for healthcare providers” Read More

young asian business man showing thumb up while sitting in a cafe and working with laptop.

Turn Patient Dissatisfaction Into Trust and Assurance

Turning Dissatisfaction Into Trust & Assurance Last week we unpacked the unique opportunity of strengthening the patient-provider relationship by monitoring feedback consistently and responding quickly. In his blog, “Service Recovery: Turn Unhappy Customers Into Loyal Fans,” author Harsh Vardhan writes, Read More

Portrait of a happy patient smiling and looking at the camera

Patients Typically Start With Google Reviews Before Choosing a Healthcare Provider

Social Proof Last week we began discussing the topic of your healthcare facility’s Google reviews and how to leverage your satisfied patients to improve your online reputation. Google really has become our one-stop-shop for basically all information these days: directions Read More

Highly Satisfied Patients Are Your Advocates: Leveraging Google Reviews to Grow Your Practice

Online Reputation What did we do before the internet? Seriously. Just yesterday I learned how to replace a damaged spindle, I refilled several prescriptions, I ordered groceries, I researched the pharmacy’s hours of operation, and I shopped for a new Read More

How to Foster Trust When Patients are Over-informed, Confused, and Distrustful

Information Bankruptcy COVID-19 has become like a sort-of “red-headed stepchild” we’re all now bound to as a result of a begrudging and undesired union. (No offense if you actually are a red-headed stepchild, but you get my point… hopefully). Whether Read More

What To Expect From Your Patients in 2021: Over-informed, Confused, and Distrustful

Last week we began our expectations for 2021 by initially characterizing the new kind of patient directly affected by the COVID-19 pandemic. In case you missed it, feel free to catch up here. In a nutshell: the rising rates of Read More

What Patient Really Want: A Safe and Efficient Experience

COVID-19: Turn the Ship Around! Like the rest of the world, when the COVID-19 pandemic was materializing, I cancelled all non-emergent checkups for my family and steered-clear of healthcare facilities for quite some time. My youngest son with Cerebral Palsy Read More

What Patients Really Want: A Prompt Call Back

David in His Fight Against Goliath This week I feel a bit like David in his fight against Goliath as we tackle the topic of phone etiquette and phone triage within healthcare and how it directly impacts the patient’s experience. Read More

Sometimes a Patient Just Wants To Hear “I’m Sorry” When Things Go Wrong

The Hippocratic Oath Chances are if you’re reading this article, you have most likely heard the expression, “First, do no harm” and have maybe even dedicated your life’s work to upholding these words. It derives from the Latin phrase, “primum Read More