By Jessica Taylor

Whether you’re a small or major practice, you live or die by your reputation. Reputation management is the process of identifying what other people are saying or feeling about you or your business and taking steps to ensure that the general consensus is in line with your goals. Most of reputation management is focused on pushing down negative search results.

Reputation management may attempt to bridge the gap between how an anesthesia practice perceives itself and how others, like patients and medical facilities, view it. But does your practice successfully follow through with this? If not, your practice could be put in a negative spotlight without you even being aware of it.

Do you expect a patient or medical facility to feel comfortable with you or your practice if there are bad reviews of your medical providers or staff? Probably not, and you’ll want to avoid this scenario with your patients and medical facilities you practice at. Here are a few tips to get started:

  1. Conduct a search — The quickest way to find out what is being said about you is to conduct a search of yourself and your practice. Find out what websites or articles your name pulls up on and prepare to be surprised. To your excitement, there may be great reviews from previous patients. To your disappointment, there may also be negative comments that could affect how a future patient feels about you prior to their surgery, or a medical facility whom you just submitted a new proposal for services to work with feels about your practice.
  2. Respond to reviews — Establish where your patients talk and search out the typical platforms where reviews are seen — Vitals.com, Healthgrades.com, RateMDs.com, Angie’s List, Google, Yahoo, etc. Once you locate yourself or your practice on these sites, respond to every review on there. Negative or positive, each one needs a response. This will show your patients that you care about their feedback and will work to improve your practice based on their comments. When responding, remember to always be positive. Just like in the customer service world, the patient is always right.
  3. Maintain the message — Consider both your practice and personal website and/or social media sites. If viewable to the public, all marketing channels need to have the same “atmosphere” and consistent message. This will help you combat any negative publicity out there. Even your personal social media sites may be visible to patients for medical facilities. He/she may need to alter their security measures if they do not want the general public to see what is on the page.
  4. Prepare for the negativity — Whether it be online or in your office or if you have a large or small practice, everyone needs to be prepared for a crisis. Come up with worst-case scenarios and what the best remedies and plans of action online would be for that event. Proactive reputation management helps you deal with the crises before they occur. These tools can help communicate your practice’s stance on the issue, address press concerns and explain your next steps.

Follow these few steps and you’ll be on your way to having a successful practice with appreciative patients following and supporting you in your anesthesia practice.

 

Jessica Taylor is a content editor at MultiBriefs specializing in the nursing and healthcare industries.

abeo

abeo Management Corporation (abeo) serves as a leading source of revenue cycle management and practice management with a specialization in anesthesia. The company leverages its people, processes, and software to serve independent practices, surgery centers, hospitals and healthcare systems with a scope of services that include billing, coding, transcription, practice management, and business consulting.

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