Por qué la gestión de la reputación online es importante para los médicos

Nearly 94% of patients use online reviews to evaluate healthcare providers, This tells us how Online Reputation Management (ORM) is of utmost importance for doctors. As patients increasingly turn to the internet to research healthcare professionals before making appointments, the information they find - be it positive or negative - can heavily impact their decisions. A strong online presence with positive reviews not only builds trust but also helps you stand out from the rest. 

Benefits of Online Reputation Management for Doctors

• Positive reviews and high ratings can bring new patients to your practice.
• A strong online reputation builds trust and credibility among potential patients.
• Active management of your online presence allows for better communication with patients outside of office visits.
• Satisfied patients are more likely to return and recommend your services to others.
• Proactively addressing negative feedback can help lessen its damage and show commitment to patient satisfaction.

Key Factors of ORM 

Here are some of the key factors one should take into consideration when chalking out their ORM strategy. It might require some additional time and effort to provide your patient with the right kind of advice and feedback, but it is worth it. 

1. Monitoring and Listening

Regularly tracking mentions of your brand across various platforms, including social media, review sites, and forums, is essential for understanding public perceptions about your business. This helps you understand what your patients think about you, and how they feel about your business. Look at some of the improvements you can make to help them feel more satisfied with your service. 

2. Responding 

Actively engaging with customers through responses to reviews and comments helps create a sense of community and shows that you as a business value customer feedback. Let’s say that a customer receives a response from your end, even after they have posted a positive review, this shows that you always value your customers and truly care about them. 

3. Responding to Negative Reviews 

Having a plan in place to address negative reviews or publicity quickly can mitigate damage to the brand's reputation. Now, let's face it - replying to negative reviews and criticisms might not always be easy, but various tools help you go about this in a much easier manner.  It also allows your patients to clarify any misunderstandings and in turn, helps you offer solutions that can prevent potential patients from being discouraged. A well-crafted response portrays professionalism and helps turn a negative situation into an opportunity to build credibility and transparency.

4. Requesting for Reviews 

Requesting reviews helps doctors build trust with their patients, increase their online visibility, and manage incoming feedback promptly. It also improves their credibility and makes it easier for them to rank on Google while giving doctors a chance to address patient concerns early. In a competitive space, collecting reviews over time helps set them apart from the competition and brings in more footfall.

5. Highlighting Positive Reviews on Your Social Media 

Highlighting positive reviews on social media is a step doctors and healthcare professionals just can’t skip! It helps influence their reputation and patient acquisition. Over 70% of patients read reviews before selecting a healthcare provider, this shows how much impact your online presence can create. Positive reviews not only serve as testimonials but also act as social proof. This is vital, as 83% of patients require a minimum rating of 4 stars to even consider an online review, this goes to show that maintaining high ratings is essential for attracting new patients.

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Best Practices for Maintaining a Positive Online Reputation 

Maintaining a strong online reputation is key for healthcare providers, especially when it comes to generating patient reviews after appointments. With more patients relying on online feedback to select healthcare providers, it's important for doctors to actively manage and respond to their patient’s reviews on time, this helps immensely with their online presence.

Following are some of the best practices for maintaining a positive online reputation in healthcare, especially when it comes to generating patient reviews after appointments.

• Have front desk staff remind patients to leave a review as they check out, keeping it personal while the visit is fresh.
•  Include review requests on appointments or business cards for patients less comfortable with tech.
• Send follow-up emails shortly after appointments, thanking patients and asking for reviews.
• Integrate with EHR to automate requests and track feedback easily.
• Use booking platforms to automate review requests after appointments.
• Display your QR codes in waiting areas for easy access to review platforms.
• Ensure all team members understand the importance of reviews and how to ask for them.
• Use posters or flyers to remind patients to leave reviews.
• For emotionally charged fields (e.g., oncology), request reviews with empathy, mindful of patient comfort.
• Frame review requests as part of improving care.
• Encourage detailed feedback from patients to help potential patients seeking specialized care.

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Handling Negative Reviews and Criticism 

As a healthcare professional, getting both positive and negative feedback is inevitable. While negative reviews can be tough to handle, they’re a chance to learn, grow, and build your connection with patients.

• Always keep your responses prompt and professional

Addressing negative reviews quickly shows that you value patient feedback. A timely response can help with the impact of negative comments and instead showcase your commitment towards your patients and health care. 

• Acknowledge and empathize with your patients

Understand your patient’s feelings and the experience they went through. By acknowledging their feelings and their concerns, you can help make the situation better for them and show that you care for them deeply. Go out of your way, in cases you can afford to, to help show them that you’re striving to make a difference. Make sure that you provide enough training to your staff to handle this while you’re away or busy. 

• Always Take Sensitive Conversations Offline

Always take your conversations with your patients offline. Try to chat with them or just get in touch with them, whenever possible, and move the discussion away from public forums to a private setting. This allows for a more personal interaction where you can address issues directly without the constraints of public scrutiny. Advise your staff to do the same while addressing such issues online. 

• Learn from Feedback

Use negative reviews as a learning opportunity. Understand the feedback to identify areas for improvement within your practice, which can later lead to you serving your patients better. You can also loop in your staff about the feedback you receive and provide them with training or resources that might come in handy to help them understand your patients better. 

• Training your staff 

Your staff must take care of the patients just as much as you do. Make sure you provide them with the right training materials and training, along with any tools they might need to excel in their roles. Create an environment where you can call them out and correct them when necessary, but do it in a way that fosters growth rather than discouragement.

• Lead by Example

As a leader, your behavior sets the tone for the entire practice. Show your commitment to patient care through your actions. Be approachable, listen actively to both staff and patients and portray the same level of care you expect from your team. By investing in your staff's development and creating a supportive environment, you’ll not only help increase your patient satisfaction but also build a team that can work together in harmony. In the end, when your staff feels equipped and valued, they’ll deliver exceptional care that reflects positively on your practice as a whole.

Reputation Management Tools That Can Help

Here are some online reputation management tools that can help you manage your reputation better and eliminate all the manual handling of your patients. We will also talk in detail about their benefits, pros and cons.

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1. Synup

Synup is the go-to solution for all your review management needs. Whether you’re a doctor, healthcare professional, or any kind of business, Synup provides a complete platform to manage your listings and reputation seamlessly. With Synup, you can easily monitor and respond to reviews, ensuring your online reputation truly reflects the quality of your services. 

Features

➡️Has a publisher’s network of over 60+ directories including major platforms like Google My Business, Facebook, Yellow Pages, Bing, and more.

➡️Has intelligent Natural Language Processing that can quickly help analyze your customers’ sentiments to tell you what they like and dislike about your business

➡️Helps you gather reviews directly from the customers via email and SMS

➡️Comes with response templates that you can use and save for later if need be

➡️Gives you a 360-degree view of your overall business performance and customer sentiment via reviews

➡️Seamless AI integration across all facets of social media management.

➡️Synup’s voice search optimizer helps optimize your listings at the top of SERPs, especially for no-click searches

➡️Generates automatic reports based on your campaign performance

➡️Helps you monitor your campaign performance in-depth and make informed decisions to improve your conversion rate at every step of the buyer journey

Pros

✅Users say that the customer service that is offered is top-notch 

✅It offers great value for money and provides various pricing options for different business sizes and requirements 

Cons

❌Due to an extensive number of features, navigating the platform might get a little overwhelming at times 

❌Can do better when it comes to advanced analytics for Local SEO features 

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Priced at $34.99 Per Month

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Let’s say you’re a healthcare professional with a chain of clinics across various locations in a city, With Synup, you can easily monitor reviews, respond to patient feedback, and request new reviews - all from a single, user-friendly dashboard, along with managing your listings. This tool is designed to help you better streamline your operations, allowing you to focus on providing exceptional health care without the hassle of fishing out alternatives for other tasks or even doing all of it manually for that matter. 

You can also send personalized review requests to satisfied patients with automated features to ensure that no opportunity for positive feedback is missed. This is important because 90% of consumers read online reviews before visiting a business. 

Along with this, one can also save, update, or generate automated responses as per your brand tonality so that you don’t have to go through embarrassing grammatical or spelling mistakes. 

There are various filters that you can use to segregate reviews as per your preference. These filters are based on review sites, ratings, status, type, and more. 

Synup also curates ideas for you based on your preferences, industries, and categories so that you don’t have to put in too much thought while having to maintain your social media presence and interact with your patients. 

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Here’s what generating ideas on Synup might look like: 

También puede interactuar fácilmente con todos sus pacientes haciéndoles consultas de diferentes tipos, buscando asesoramiento o simplemente ayudarlos en general con sus citas de seguimiento y más con la función de preguntas y respuestas de Synup, donde puede responder fácilmente a todas sus preguntas y dudas.

Con la función Review Analytics, los profesionales de la salud pueden generar informes personalizados que destaquen las métricas y los puntos de vista clave del rendimiento. Esto es crucial para entender cómo los comentarios de los pacientes afectan a la reputación del consultorio y pueden ayudar a guiar las decisiones importantes para el futuro.

Esto es lo que la gente piensa de nosotros -

2. Birdeye

Birdeye es una plataforma de gestión de la reputación en línea (ORM) que sirve a varios lugares e industrias, incluida la atención médica. Ayuda a gestionar y responder a los comentarios y reseñas con mayor facilidad, además de supervisar, solicitar y otras funciones. Es ayuda a gestionar mejor su reputación en línea mediante la generación y gestión proactivas de reseñas.

Ventajas:

✅ Excelente interfaz de usuario y fácil de operar

✅ Excelentes capacidades de elaboración de informes

✅ Servicio de atención al cliente decente, rápido para responder y comprender sus inquietudes

✅ Proporciona una biblioteca de plantillas para elegir

Contras:

❌ Caro

❌ No utiliza su propia tecnología para la gestión de API

❌ Sin actualizaciones frecuentes de productos o innovaciones tecnológicas

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A partir de 299$ al mes

3. Podio

Podium ayuda a la comunicación con los pacientes a través de su ingeniosa plataforma de mensajería, que ayuda a las clínicas a interactuar con los pacientes a través de mensajes de texto. Esto no solo ayuda con la comunicación, sino también fomenta la generación de reseñas al facilitar que los pacientes satisfechos compartan sus experiencias.

Ventajas:

✅ Ofrece una excelente atención al cliente

✅ Interfaz de usuario fluida

Contras:

❌ Curva de aprendizaje empinada.

❌ Precios altos, más adecuados solo para grandes empresas.

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Con un precio de 399 dólares al mes

4. RepuGen

RepuGen es un plataforma de gestión de la reputación centrada en la atención médica diseñada para mejorar la satisfacción de los pacientes y las revisiones en línea. Ayuda a los proveedores de atención médica a monitorear y responder a los comentarios de los pacientes en tiempo real, al tiempo que automatiza las solicitudes de revisión para mejorar su presencia en línea. La plataforma también rastrea el análisis de los sentimientos para proporcionar información útil para mejorar la atención a los pacientes. RepuGen se integra con varios sistemas de atención médica para agilizar las operaciones y aumentar la probabilidad de que los pacientes reciban críticas positivas, lo que aumenta la reputación y la credibilidad de los consultorios médicos.

Ventajas:

✅ Gran enfoque en la industria de la salud

✅ Fácil de usar

✅ Excelente atención al cliente

Contras:

❌ Solo se centra principalmente en la gestión de la reputación

❌ Sin opciones de etiquetado blanco

❌ Proporciona una gran cantidad de servicios básicos como complemento

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Su estructura de precios no es transparente

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Impacto de ORM en Discovery

A medida que las plataformas digitales se vuelven más frecuentes, los pacientes recurren a los recursos en línea para buscar proveedores y servicios antes de tomar decisiones. La ORM ayuda a crear esa narrativa en línea, moldea las percepciones y ayuda a mejorar la participación de los pacientes, lo que, en última instancia, produce resultados positivos para las organizaciones sanitarias y los médicos.

• ORM mejora tu visibilidad en plataformas como Google Business Profile (GBP). Las reseñas positivas no solo ayudan a mejorar las clasificaciones de búsqueda locales, sino 77% de los pacientes consulte las reseñas antes de elegir un proveedor de atención médica, y 60% mire específicamente las reseñas de Google antes de concertar una cita.
• Tener una estrategia de ORM sólida genera confianza. Las críticas positivas le dan credibilidad a tu marca, y desde 94% de los pacientes confíe en las reseñas en línea para elegir un proveedor de atención médica, una fuerte presencia en línea puede influir significativamente en las elecciones de los pacientes.
• Con 71% de los pacientes investigar en línea antes de reservar una cita médica, los consultorios que se mantienen al tanto de su presencia en línea y responden a las reseñas pueden construir relaciones más sólidas con los pacientes. Esto lleva a lealtad del paciente y visitas repetidas.
• Parte de una buena estrategia de ORM consiste en abordar rápidamente los comentarios negativos para que los pequeños problemas no se agraven. Involucrar e interactuar con los clientes a través de las redes sociales también aumenta la satisfacción y la lealtad de los clientes. Al mismo tiempo, también ayuda a atraer nuevos clientes que valoran las marcas con capacidad de respuesta.

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Resumiendo

En conclusión, los médicos deben entender la importancia de mantener una fuerte presencia en línea, no solo para mejorar su reputación, sino también para atraer a nuevos pacientes. Una reputación online positiva, respaldada por excelentes críticas, es importante para generar confianza entre los posibles pacientes.

Tenga en cuenta que la gestión de la reputación médica no consiste solo en mejorar su imagen en línea; se trata de mostrar la verdadera calidad y el compromiso de sus servicios de atención médica. Cada esfuerzo que hagas para administrar tu reputación en línea no solo te ayuda a aumentar tu credibilidad, sino que también ayuda a brindar un mejor servicio a tu comunidad.

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Inscríbase para obtener una demostración y le mostraremos cómo Synup puede cambiar esta situación. Una vez que tu cuenta esté configurada, es bastante sencillo de aquí en adelante. Solo tienes que conectar tus perfiles de Google y Facebook y sincronizaremos todos tus anuncios y reseñas por ti.

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Gestión de la reputación en línea para médicos: preguntas frecuentes

1. ¿Qué plataforma es mejor para la gestión de la reputación?

Synup es una excelente opción para la gestión de la reputación, ya que ofrece herramientas integrales para gestionar los anuncios, supervisar las reseñas y responder a los comentarios sin problemas. Su interfaz fácil de usar y sus sólidos análisis lo hacen ideal para las empresas que buscan mejorar su presencia y credibilidad en línea.

2. ¿Qué es la gestión de la reputación online?

La gestión de la reputación en línea (ORM) implica monitorear, influir y controlar la forma en que una empresa o un individuo es percibido en línea. Abarca la gestión de las reseñas, los comentarios de las redes sociales y los resultados de búsqueda para garantizar una imagen pública positiva.

3. ¿Cómo puedo monitorear mi reputación en línea?

Puedes monitorear tu reputación en línea mediante el uso de herramientas como Google Alerts para rastrear las menciones de tu nombre o empresa, revisar regularmente los sitios de reseñas y aprovechar las plataformas de ORM que recopilan y analizan los comentarios. Interactuar con tu audiencia en las redes sociales también puede aportar información sobre las percepciones del público.