Do No Harm; Patient Feedback Should Be Beneficial
By: Corey Foster
What started with online retailers requesting consumers to leave specific product feedback has given way to entire websites devoted to anonymous reviews. Reviews are available for everything from local fast-food franchises to auto repair shops and now even physician practices. These reviews have enormous power - so much so that a Chicago physician, recently sued several of his patients over some particularly negative online comments.
"... (the physician) then sued three of them for a $100,000 each for making false and defamatory statements. He can't go after Yelp or Citysearch because they are protected by a federal law that does not allow websites to be sued over third-party postings.” |
There's no need to get into the details - what matters here is patients want to be heard and are regularly using anonymous online consumer rating tools to voice their opinions. A more appropriate medium is to solicit feedback, positive and negative, that will allow physicians to respond to the patient’s need. It would be difficult to determine exactly how many doctors have been adversely affected by online reviews, but a query of physicians in my area reveals several negative reviews that would make patients think twice before booking an appointment.
While Yelp and CitySearch are still common avenues, the trend has built enough momentum to spark physician-centric sites like HealthGrades and RateMDs.com. Concerned? Well, before you cut away from this article to scour the internet for your online reviews, allow me to present you with an easy, affordable solution. Read on to learn how MedicalGPS® M3-Patient Experience can help you use this trend as an opportunity to create patient loyalty.
M3 Patient Experience puts you and your leadership in control, by:
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By simply directing patients to your own survey, you effectively become their soapbox. Patient experience systems like M3 Patient Experience help thousands of independent physicians and large hospital groups hear their patients and make positive changes to their practices. When you are in control of the system, you have the opportunity to respond, to thank, and show compassion to your patients even beyond their visit to your office. Most importantly, you have the opportunity to do this long before they voice a potentially damaging online review.
Think about any review you've read or written - be it a book on Amazon or a restaurant review. Can you remember one that was middle of the road? Few people take the time to write a review about anything they are not serious about. Not surprisingly, most people choose products or services based on reviews that are either extremely positive or extremely negative.
These reviewers are passionate - they feel the need to endorse something they love or to keep others from making a mistake. On the surface, these patients seem to want to stand on a soapbox for a moment. More often, though - they want to either invoke change or to convey praise. As a healthcare professional, you have a prime opportunity to listen, be proactive and respond timely.
With easy online access and, in some cases, mobile phone access, online review sites are getting stronger by the day. Physicians need not fear this trend, but rather use it by being proactive in providing their patients a better outlet to share their comments, compliments, and concerns. Having an in-house survey tool like M3 Patient Experience is essential in protecting your practice and giving your patients an opportunity to positively drive your business.
About the author: Corey Foster is an online marketing specialist. For over seven years, he has focused on leveraging web technologies for health care professionals. Corey is a partner in Core Business, LLC.