Issue link: https://viewer.e-digitaledition.com/i/76826
+++++++++++++++++++++++++++++ +++ +++ + + +++++++++++++++++++++++++++++ PRACTICE MANAGEMENT Reputation O NLINE REVIEWS AND feedback can be great ways to build your Internet reputation and gain new patients, but they can also be outlets for people who are less than pleased with their experiences to shed an unfl at- tering light on your practice. Fortunately, studies have shown that 88% of reviews on sites such as www.HealthGrades.com and www.RateMDs.com are actually positive. Here are some ways that, with a little effort and creativity, you can make the Web work in your favor. + Utilize social media. While you can't control patient comments on physician-review websites, you can control what appears on your personal website or social media sites such as Facebook and Twitter. Networking pages are easy to set up and maintain, and they are more likely to show up in search engines than are physician-review websites. Leave patients with a business card that includes your social media information, and ask them to go online and leave reviews of their experiences. Offer monthly incentives or contests that encourage patients to leave positive feedback and share your site with friends and family. + Offer opportunities for feedback. Keep a computer or tablet on hand, and allow patients to fi ll out response surveys imme- diately after their appointments. If that's not an option, skip Diagnosing Your Online TODAY'S CONSUMERS GO TO THE INTERNET TO FIND EVERYTHING FROM REPAIRPEOPLE TO HAIRSTYLISTS AND, WITH AN INCREASE IN THE POPULARITY OF PHYSICIAN- REVIEW WEBSITES, THEY'RE ALSO USING THE WORLD WIDE WEB TO SEARCH FOR THEIR NEXT PHYSICIANS. the technology by providing feedback cards and a drop box by the door. After receiving positive feedback, direct patients to places online where they can also share their experiences. + Acknowledge the negative. If someone leaves an unsatisfac- tory review of his or her visit, send a private message asking how you can amend the situation and offer solutions to make it right. If you are unable to send a private message, leave a respectful comment letting the reviewer know you would like to resolve the situation, and ask him or her to contact you. Other people can view the comment, so avoid appearing argumentative or emotional. + Show appreciation. When patients leave positive feedback, quickly respond with gratitude and encourage them to recommend you to others. You can also ask patients for their permission to use their feedback in future marketing materials. + Be alert. Use Google Alerts to track when your name or practice is mentioned anywhere online. You can sign up to receive alerts for keywords, including your name, hospital or practice, and when those words or phrases are used online, you will be notifi ed via e-mail. Review what has been said about you, and address it if needed. ■ MDNEWS.COM ■ MD NEWS Mid Hudson | 15