Discover How Your Physical Therapy Practice Can Avoid Poor Online Reviews Wake Up! Take a good look around you and observe what everybody else around you is doing. They are more than likely texting posts on Twitter or Facebook or some other form of social media. Face it my friends, social media is here to stay and will be alive and well for a very long time. Although these social media sites are a great way to drum up business, they also make it much easier for your patients to post their opinions about the experience that they had at your physical therapy practice.
Of course, social media makes it incredibly easy for your physical therapy patients togive you stellar reviews immediately. Great reviews can help you to gain referrals fornew patients which will help you to grow your practice. However poor reviews canmake potential patients seek out other professionals for needed physical therapyservices.It is absolutely essential that you protect the image of your Physical Therapy practiceas well as your own reputation as a professional. Handling poor reviews from patientscan prove to be difficult and oftentimes detrimental to your practice. Have you everheard the old saying that an ounce of prevention is worth a pound of cure? No truerstatement has been made when it comes to your physical therapy practice. You simplymust use these preventative measures to decrease and/or eliminate the number ofpoor reviews that show up on the many review websites as well as on the social medianetworks.
1. Follow Up!It is vitally important that you do a follow up call to your patients after their visit. Thislets them know that you are concerned about their well-being and opens up the doorfor them to tell you what they liked about receiving physical therapy treatment fromyou as well as what could be done better. It’s better for them to tell you directly if theywere unhappy, than it is to have their complaints memorialized online!2. Get FeedbackYou really need to find innovative ways to get feedback from your physical therapypatients. This will help you to improve the quality of care that you and your staffprovide. Don’t be afraid to call a meeting and ask for the input of your staff on ways toobtain feedback. They very well might shock you with their great ideas.3. Give Good Customer ServiceCustomer service is always of the utmost importance! Your staff should prove to bepersonal professionals who genuinely care about your physical therapy patients. Findways to improve customer service and you will certainly get great feedback from yourpatients.
4. Monitor Your Social Media Accounts And Respond To Comments In A TimelyMannerAll of your social media accounts should be monitored consistently. When a patientfeels that you are actually accessible to them and willing to engage with them, theyare less likely to leave poor feedback. Every comment, whether it be by email,Facebook, Twitter or other form of social media should be responded to quickly andeffectively. Delayed or non-existent responses will have your patients thinking that youreally don’t care about them.5. Use Monitoring Tools To “Listen In” On What Is Being Said About You And YourPracticeMonitoring tools such as Twitter Search, Google Alerts and others are extremelyhelpful. They help you to stay up-to-date on what your patients are saying about yourpractice online.
6. Develop A Plan For Responding To Negative FeedbackNegative reviews usually feel like a slap in the face to physical therapy professionals.Most physical therapists completely ignore such reviews and lose the patient. This is abad look for any practice. You must always respond to any negative feedback quicklyas well as formulate a plan to resolve the problem. A quick and effective plan forresolution will show your patient that you are concerned about them and makepotential patients feel comfortable that you only want to provide the best servicepossible!7. Respond To Negative Comments With Compassion And UnderstandingYou need to keep a cool head when you must respond to negative reviews of yourpractice. Becoming defensive can make matters even worse. Be sure to respond in anunderstanding manner and offer the patient some options of how to resolve theproblem. Simply try to rectify the situation, the reviewer will probably delete theirpoor review or at least leave a positive remark later.8. Know When To Execute Your Response Plan When You Receive Negative FeedbackIt’s best to have a solid plan developed for dealing with poor reviews. This will helpboth you and your staff to keep your composure and not react hastily when there is aproblem. A step by step plan should be in place to avoid having a small problemsnowball into a huge issue.
9. Kindly Ask Your Patients For An Online ReviewDon’t be afraid to ask your patients to leave reviews for your physical therapy practice.You should supply them with printed instructions on how to post a review. After youreceive a positive review from the patient, you should re-post it on all of yourpractice’s social media pages. This helps others to gain access to the testimonials andwhich could increase your patient referral base.10. Find Effective Ways To Be Accessible To Your PatientsBe sure that your physical therapy patients are aware of how they should contact you,should they have any issues or concerns. Even if they need to contact you after-hours,there should be a method for them to do so. Let your patients know that you will doanything in your power to resolve any problems in a quick and effective manner.
11. Manage Your Online ReputationYour online reputation can either make or break your practice. It is essential thatyou dominate the top 10 search results when people search the name of your physicaltherapy practice. The results will include a variety of things such as reviews, yourbusiness listing, social media pages and other content belonging to your practice. Poorreviews will eventually show up on search results. Sometimes on the first page. So it isgood practice to kick negative reviews lower on the results page by creating blogposts, articles and videos. This will help to keep potential new patients from readilyseeing any poor reviews.I have to be honest with you, one bad review really isn’t going to adversely affect yourphysical therapy practice nor will it truly damage your reputation. At the same timeyou don’t want to have a string of negative feedback either. You absolutely must do allthat you can to have a long and constantly updated list of glowing reviews. This willdrown any negative feedback in a sea of positive reviews!Any thoughts? I would like to know what you think or what has worked for you!
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