CEOs know that they need to maintain a positive brand image, but many have no idea what the public thinks of their business. As a physical therapy practitioner, you cannot afford to lack this knowledge.
Potential clients often rely on online referrals to get the most reliable intel on the quality of products and services. Online testimonials help them to decide whether or not a business is worth patronizing. Use the following tips to manage your online reputation and minimize your risks of negative reviews.
Always Be Professional
Before you try to accumulate as many positive reviews as you can or attempt to gauge the public’s outlook about your clinic, consumers need to see your business as one that adds value to their lives. First, develop a good reputation by always delivering great service. Focus on these areas:
- Provide stellar customer care from the first call through each appointment
- Provide high quality treatment
- Stay compliant with HIPAA laws to protect client privacy
- Cultivate relationships with reputable vendors and partners
Monitor Your Online Reviews
When a bad review shows up on an online forum, have a designated employee on hand who can respond promptly and tactfully with an apology, and a solution. This shows that you are committed to client satisfaction, even when inevitable mishaps occur. Prompt communication will help to minimize conflicts and keep your client relationships thriving.
Catch Negative Reviews Early
Medical dispute mediation experts understand that the best way to tackle client complaints is to deal with them early. Before client concerns reach a public platform like Google Reviews or the comments section of one of your Facebook posts, provide a private platform where customers can voice their concerns.
PatientGain provides a solution that lets you collect concise patient surveys through three channels
- Emails
- A kiosk with a tablet in your PT clinic’s lobby
- Text messages to clients
The survey can ask two simple but important questions:
- Are you satisfied with the service we provided today?
- Would you recommend our PT clinic to others?
Make Reputation Management Software Your Standard
WebPT Local can give your clinic a detailed profile and spread it across hundreds of online directories and social media platforms. It will collect data that you can then use to understand how consumers find your business online, which keywords they use, and how feedback about your practice compares to your competition.
Plus, it will send you an alert whenever someone reviews your business, making it possible for you to respond without leaving the WebPT Local platform.
Ask Your Happiest Clients for Reviews
If people already view your PT clinic as one that consistently delivers great care, you shouldn’t have much trouble getting reviews from clients who will enthusiastically share their experiences. Your most exciting promotion will come from people whose lives have been changed as a result of your treatment.
Whenever patients experience pain relief or have that ultimate relaxation following treatment, request a review or testimonial. Print review reminders with your web address on your business and appointment cards, and don’t forget to simply ask for reviews.
With so many things vying for your potential clients’ attention online, your great rapport with them will increase the likelihood that they’ll take time out to give you that 5-star review and help to improve your online visibility.
Make Reviewing Your Business Easy
If clients have to provide contact information, create an account, or navigate a series of links to leave a review, many simply will not, except when they have a serious gripe to get off their chest.
Make it easy for happy clients to give you glowing praise online. Podium’s software for h?online ? healthcare reputation ? management lets you send a text message with a link to clients so they can simply click and post a review as soon as you ask.
Send a text to them after therapy at your office, after their PT telehealth appointment, and right before they make an appointment for follow-up. They can even post your review in the short time that it takes to process their payment.
Help Customers See You in the Best Light
You can manage your online reputation with a game plan that combines old-fashioned professionalism with modern technology. Create an efficient plan for online marketing for physical therapy with a determined approach to PT reputation management that greatly improves your clinic’s online image.
{Sources:What is Your PT Clinic’s Online Reputation
How to Effectively Manage Your PT Clinic’s Online Reputation | WebPT
Online Reputation Management for Doctors & Healthcare Practices (patientgain.com)
Reputation Management Software (capterra.com)
Patient Reviews, Text Payments, All-In-One Messaging Software for Healthcare | Podium
29 Statistics Healthcare Marketers Need to Know in 2021 (dialogtech.com)
Why Mediation Is the Holy Grail for Health Care Disputes | JAMS – JDSupra }
