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Doctor Online Reputation Management

Doctor Online Reputation Management



Audio Presentation on the importance of digital presence for physicians and practices

Audio Presentation on the importance of digital presence for physicians and practices



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    Doctor Online Reputation Management Doctor Online Reputation Management Presentation Transcript

    • Doctor Reputation ManagementOnline Reputation Management for the Healthcare Professional
    • Physician Quality Reporting asPatient-Based, Online Reviews Case Study: RateMDs.com (founded in  Number of individual physicians w/ 2004) ratings: Total number of physician ratings:  2005: 2,475  2005: roughly 3,000  2010: 112,042  2010: 368,559  100-fold increase in 5 years Source
    • ResearchingPhysicians• More and more potential patients are using online reviews to research and choose their doctors• 80% of new patient volume screened their doctors online in 2011• 60% of those screening doctors online used specialized medical review sites (i.e. RateMDs, Vitals, Healthgrades) Source
    • Spreading Positive Reviews Most online reviews on physicians and practices are positive:  Average quality rating on RateMDs is 3.93 out of 5  45.80% of physicians on RateMDs received 5 out of 5 Online reviews/review sites are better, faster vehicles to spread positive reviews – a digital word of mouth – Source and generate new business
    • Managing Negative Reviews 80 % of shoppers change purchasing decisions based on negative reviews It does not take many negative reviews to harm a practice “gag orders”, where  “If we are contacted by a doctor or dentist with a take-down doctors ask patients to notice based on a contract promise not to discuss their restricting the patient’s right to treatment online, is free speech, we will not honor the request” ineffective ~Chantelle Karl, Yelp! spokesperson
    • A Case Study• One Ambulatory Surgery Center previously spent about $8,000 in advertising to get 5 out-of-network patients.• Improving the reputation for six of fifteen doctors in the same ASC brought in 33 new out-of-network patients in less than four weeks.• Source
    • Farris Timimi, M.D. on SocialMedia/Online Patient Reviews inHealthcare Farris Timimi, M.D. Interview “We can reach people everywhere and bring shared interactions to all parts of our practice, that’s powerful.” “This isn’t an addition to your job. This is part of your job… We are about the needs of our patients. This is where our patients are, and this is where their needs are going to be met most effectively.” “The biggest pitfall to be frank, is to be so risk averse that you don’t participate… to not populate (your online presence) strategically. Doctor Farris Timimi is a Mayo Clinic cardiologist and the Medical Director of Mayo Clinic’s Center for Social Media.
    • • Managing informative and accurate content about doctors and practices online to uphold digital reputation• Create, optimize, and claim ownership of your physician profiles on Health Grades, Vitals, and RateMDs• Create, optimize, and manage your practice’s profiles on Facebook, Google+, Yelp! And Google Local• Post industry-relevant and engaging content on your Facebook and Google+ channels on a weekly basis
    •  Set up an “appointment request” app on Facebook and track the number of monthly conversions Monitor online medical reviews of you and your practice on the listed sites Respond to comments and reviews on the listed sites Provide you with a client tracking and reporting portal that’s accessible 24/7 Provide support and monthly reporting session via your dedicated account manager Track and deliver timely, clear PDF reports on key data metrics
    • Google Local Why Google Local? Services Most visible, important  Build, claim and/or optimize a Google Local listing for face of your practice on practice Google  Unique photos, office hours, directions, practice Important landing page for summary, website link converting searchers into  Respond to 2 reviews posted customers before we take on practice People will visit Google  Respond to all reviews Local profiles to research posted on Google Local reviews on local practices  Request removal of inappropriate reviews Mobile device friendly
    • Facebook Why Facebook? Services  Build and optimize a Facebook profile Most effective channel to  Office Hours, Practice summary, engage with patients and to website link, contact info showcase the culture and  Optimize Facebook profile applications expertise of a practice  Photos, request appointments, reviews, “likes” Effective in generating new  Create and post 2 engaging comments referral business from per week  i.e. positive reviews, articles related current clients to doctor’s specialty, local news, funny photos, employee birthday, events Largest reach of any social  Respond to comments posted on profile network  Post additional content sent by client
    • Google+ Why Google+? Services Highly visible on your  Build and optimize a Google+ profile practice’s branded search  Office Hours, practice results summary, website link, contact information Becoming very important  Cross promote with for SEO and lead generation Facebook to build larger audience Showcase culture and expertise of practice  Respond to comments directed at the practice  Connect with everyone who connects with practice
    • Health Grades, RateMD’s, Vitals Why? Services Among the most trafficked  Build out, claim ownership channels where people go of, and optimize profiles to research doctors online  Respond to all future Well-managed profiles will reviews on behalf of doctor help the practice avoid losing new patient  Share all positive reviews opportunities on Facebook profile Separate yourself from  Provide doctor with local competitors monthly analysis of customer feedback
    • Yelp! Why Yelp? Services One of the first 5 sites that  Build out, claim ownership come up online for your of, and optimize a Yelp! practice listing for practice Highly integrated into  Respond to all future search functions of Apple’s mobile devices, including reviews and comments on smartphones, tablets and behalf of practice “phablets”  Share all positive reviews People visit Yelp! To on Facebook profile research reviews on local practices
    • Results Tracking Reporting Number of monthly visitors  Monthly PDF reports each profile receives showing all key tracking Amount of website traffic data that originated from each profile  Monthly phone conversation Ranking of profiles on Health with practice to discuss Grades & Vitals results Number of monthly reviews  Provide recommendations posted and responded to based on customer Page 1 search results on feedback Google for your practice