Why is online reputation management (ORM) important for health care providers?
Online reputation management is important for healthcare providers because it can have a significant impact on their business.
Patients often read online reviews, ratings, news media mentions, social media discussions, etc., before they make decisions about where to seek medical care. A provider with a negative online reputation will find it difficult to attract new patients, while one with a positive reputation could do well.
Importance of online reviews (some statistics):
- 60% of patients say they select or avoid a care provider based on reviews.
- 83% of patients say they trust online reviews more than personal recommendations.
- 5% of patients trust online ratings and reviews.
What are some of the best practices for Online Reputation Management of Hospitals?
Monitor How You Look Online: Constantly monitor online presence by checking review sites, social media accounts, and search engine results. Respond promptly to any negative reviews or comments and take steps to address any issues raised by patients.
Encourage Patient Feedback: Providers should encourage patients to leave feedback about their experience. This can be done through email follow-ups after appointments, in-office signage, Apps, or by providing patients with links to review sites.
Respond Professionally: When responding to negative reviews or comments, healthcare providers should remain professional and polite. They should acknowledge the patient’s concerns, apologize if necessary, and offer to address the issue privately.
Ensure Accuracy of Data in all Digital Assets: Ensure that online listings including websites and social media profiles are accurate and up-to-date. This includes contact information, hours of operation, and services offered.
Protect Patient Privacy: Protect patient information and maintaining patient privacy.
How Should Healthcare Providers (Hospitals) Manage Reputational Crisis?
Healthcare services should have a crisis management plan in place.
The plan should include:
- Designated Team: A well-trained team specially trained for such situations.
- Communication Channels: Clearly defined communication channels; who must be reached out and for which issue, who will handle the communication and through which channel, etc.
- Proper Communication: The messaging that the business wants to put out should be clearly thought through and then shared with the media or public.
- Crisis Management Protocol: A step-by-step guide to the team about DOs & DONTs.
Which are some of the best ORM Tools for Hospitals (Healthcare Providers)?
Reputation.com: It is a comprehensive online reputation management tool that helps healthcare providers monitor and manage their online reputation across multiple platforms.
Review Trackers: This is a tool that helps healthcare providers manage online reviews and feedback. It allows providers to monitor and respond to reviews across multiple platforms, including Google, Yelp, and Facebook.
AiPlex Bridge: It is a premium SaaS ORM tool from AiPlex. It is a comprehensive and unified ORM tool that helps hospitals and healthcare providers address all their online reputation management needs within a single interface. Social listening, ticketing, response management, sentiment analysis, competitor analysis, brand rights enforcement, social media management, review management, crisis management, influencer marketing, digital command centre, etc., within a single tool.
Hootsuite: Hootsuite is a social media management tool that helps healthcare providers manage their social media presence. It allows providers to schedule and publish posts across multiple platforms, including Facebook, Twitter, and LinkedIn. Hootsuite also provides analytics to help providers track the performance of their social media campaigns.
Brand24: Brand24 allows healthcare providers to monitor mentions of their brand online. A great tool for social media monitoring.
How is AiPlex Bridge Uniquely Suited for Online Reputation Management (ORM) of Hospitals?
AiPlex Bridge is a SaaS offering from India’s #1 antipiracy and content protection company with a 14+ year history of protecting brand reputations across industries and sectors. Our ORM tool is customizable to meet the unique needs of your practice. You might be a single‑doctor practice, a polyclinic, a diagnostic lab, physiotherapy centre, a stand-alone hospital, or a network of 100 hospitals, we can customize AiPlex Bridge just for you.
AiPlex Bridge is developed to be the only ORM tool you will ever need; a Comprehensive & Unified tool for all your online reputation management requirements.