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Reputation Management Report Card

Reputation Management

To have a reputation for 5-star service, the practice needs to operate at a 5-star level. By focusing on the overall care experience the practice reputation and patient feedback can be observed, measured, and managed. Some of the other modes of communication will need to be measured and monitored as well, including:

  • Phone system, answering service, and phone tree experience.
  • Email/SMS messages sent to patient
  • Patient educational content sent by email and SMS

  • Schedule, Wait Time, and Waiting Room Experience

    • Is the schedule double-booked in anticipation of no-shows?
    • What is the average and range of wait times?
    • Are there waiting room displays e.g. TV? Educational content?
    • Have you used scent marketing to ease tensions?
    • Are there reading materials, toys, etc. available?

  • Exam room workflow

    • Are you capturing data before the physician encounter?
    • What is the wait time in exam room?
    • Is educational content automated and scripted into the workflow?
    Magnifying the Patient Experience


    When the above considerations are taken into account and optimized, we can best help to capture and magnify the patient experience through the collection of reviews and rating on relevant third-party sites. This will help to not only engage your current patients, but reach potential patients and referring providers.

    Set up, claim and post content on target sites to capture patient reviews (the number of target sites is intentionally limited, to start)

    1. Google
    2. Healthgrades
    3. Vitals

    Audit of current ratings and reviews; work to correct any problems apparent as a result of the audit Implement the office workflow to ask for patient reviews and direct them to the targeted sites manually, then measure the results. Implement automated processes for capturing patient reviews

    1. When patients finish an office encounter, a scripted email and/or SMS message is sent requesting that they review the provider or practice online.
    2. A screening process may be implemented to promote higher reviews.
    3. Adding patient testimonials to your own website
    Referrals


    You also currently have a network of referrers and relationships that speak well of you and refer patients to you. We want to help your practice to better the communication with these referrers so to reinforce the strength of existent relationships. Referring providers provide access to the largest pool of patients who don’t currently know you or your practice. Each referred patient provides an opportunity for communication and reinforcement. There is also opportunity for knowledge and link sharing. The modes of communication that we will focus on are:

    Consult notes and collateral material (such as a cut-sheet describing your services, referral cards, thank you notes) Follow-up and direct communication. Communication through phone contact to providers.

    Communication with Patients

    Communication with current and past patients helps to up your reputation as well. It is easy to connect with them and they are the ones most likely to write reviews about your services; it serves to keep them happy. We will work to help you communicate through:

    1. Automated recall reminders enable patients seen in the recent past to reconnect with the practice
    2. Health maintenance alerts
    3. Condition-specific alerts
    4. Order tracking alerts
    5. Medication alerts
    6. Communication with other office staff by phone and fax.
    7. Office visits to your referring offices