Online Forums – Is a negative review necessarily there for all eternity?

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Love ’em or hate ’em, those online review sites can have a big impact on the reputation and public perception of a practice. Any negative reviews could be influencing potential clients years after it was posted, potentially for as long as the forum exists.

 

Sites such as Google Review and Yelp offer consumers a genuine opportunity to post their personal experiences of service providers, so others can consider whether or not to use them. They are however, subject to little scrutiny by the site administrators.

 

So what should you do if someone posts a review that may be questionable in accuracy or intent?

“Suffer the slings and arrows or take arms against a sea of troubles”? (Apologies to Mr Shakespeare).

 

Sites have rules that govern how and what can be posted. These are sometimes referred to as “Terms of Use” or “Content Guidelines”.      A review post which breaches those rules can be deleted, but it’s up to the business in question to request this.

 

You’ll need to know what the site rules are and show why the post contravenes them or evidence that the information is inaccurate or spurious. It can be difficult and time consuming but it can be done; as shown in this example:

 

We’re writing to let you know that we’ve evaluated _________________ review of _________Plastic Surgery that you recently reported. After assessing the review carefully against our Content Guidelines, we agree that this review should be removed.

We rely on community engagement to help keep Yelp useful. Thanks so much for taking the time to bring this matter to our attention!

 – The Yelp Support Team

 

The reputation of your practice is a critical business asset.

Be proactive and don’t be afraid to defend it, if necessary.

 

COSMETEX 2017 PRESENTATION

Learning and Leading in the Experience Age

A great PX paper available to download.

A focus on experiences of care helps health systems realize the very transformations they look to achieve. This is because patient experience allows patients, families and carers to define value, enabling healthcare organizations to focus on what matters to them and not simply what is the matter with them. This is what we mean by an ‘experience age’, one in which clear connections are made between the things patients value and the clinical outcomes we look to achieve.

http://pxjournal.org/journal/vol4/iss1/2/

 

Patient Experience isn’t a “Good Thing to Do:” It’s Everything.

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Great article, well worth a few minutes to read.

 

“To me, patient experience is everything. It is essential to our work toward better outcomes, heightened efficiency and employee retention. Let’s consider how all of these efforts –clinical quality, efficiency and human resources –can be positively impacted when we put the patient experience at the center of all that we do”.

 

http://www.healthleadersmedia.com/leadership/patient-experience-isnt-good-thing-do-its-everything

 

What do patients want when looking for an aesthetic surgeon?

A portrait of a medical assistant while an operation takes place in the background.

When faced with attributes like reputation, years in practice, testimonials, photos, and pricing, which is more valuable? Moreover, are attributes procedure-specific? Currently, inadequate evidence exists on which attributes are most important to patients, and to our knowledge, none on procedure-specific preferences.

Objectives

First, to determine the most important attributes to breast augmentation, combined breast/abdominal surgery, and facelift patients using conjoint analysis. Second, to test the conjoint using an internet crowdsourcing service (Amazon Mechanical Turk [MTurk]).

Methods

Anonymous university members were asked, via mass electronic survey, to pick a surgeon for facelift surgery based on five attributes. Attribute importance and preference was calculated. Once pre-tested, the facelift, breast augmentation and combined breast/abdominal surgery surveys were administered worldwide to MTurk.

Results

The university facelift cohort valued testimonials (33.9%) as the most important, followed by photos (31.6%), reputation (18.2%), pricing (14.4%), and practice years (1.9%). MTurk breast augmentation participants valued photos (35.3%), then testimonials (33.9%), reputation (15.7%), pricing (12.2%), and practice years (3%). MTurk combined breast/abdominal surgery and facelift participants valued testimonials (38.3% and 38.1%, respectively), then photos (27.9%, 29.4%), reputation (17.5%, 15.8%), pricing (13.9%, 13.9%), practice years (2.4%, 2.8%).

Conclusions

Breast augmentation patients placed higher importance on photos; combined breast/abdominal surgery and facelift patients valued testimonials. Conjoint analysis has had limited application in plastic surgery. To our knowledge, internet crowdsourcing is a novel participant recruitment method in plastic surgery. Its unique benefits include broad, diverse and anonymous participant pools, low-cost, rapid data collection, and high completion rate.

https://academic.oup.com/asj/article-abstract/37/1/105/2623693/What-Do-Our-Patients-Truly-Want-Conjoint-Analysis?redirectedFrom=fulltext

Your Front Desk’s Role in Marketing

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August 2016

Great article by Goldman Marketing Group.

Marketing a doctor’s office can take on many forms. Almost everyone starts by creating a website. Then you have print marketing, public relations, video marketing, social media, online reputation management and various forms of advertising. Regardless of the specific type of marketing, they all have the same goal: to convince someone to contact the office or, in simpler terms, to bring in a patient.

 

In this article, I’ll outline ways to optimize your front desk to increase practice revenue.  

http://www.cosmeticsurgery.org/news/303338/Your-Front-Desks-Role-in-Marketing.htm

Measuring the patient experience: Lessons from other industries

Terrific article from McKinsey

 

A comprehensive approach health systems can use to better understand the patient experience and thereby improve patient satisfaction.

 

For hospitals and health systems, patient satisfaction is likely to become an increasingly important source of competitive advantage. Yet many providers cannot measure the patient experience comprehensively, an important first step in improving it.

 

Read more: http://healthcare.mckinsey.com/measuring-patient-experience-lessons-other-industries

What’s New? Survey Response Alerts

January 2015

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Here at Insight, we’re always looking for new ways to help our clients to make the most of their Patient Experience Feedback surveys.

We recently completed a software upgrade that includes a new feature – “Survey Response Alerts”.

This option provides our clients with an email alert, automatically notifying them immediately when a new patient response is logged on their survey.

This means they can then use their secure, unique Access Portal to view the response information promptly and take appropriate action, if required.

Talk to us if you’d like to know more about our customised, Web-enabled Patient Experience solutions and how they can benefit your practice and your patients.