An Introduction to Reputation Management

By: Keiana Hastings

Over the past several years, our practices and hospitals have worked diligently to create and maintain an online presence through sites like Google My Business, Yelp, Vitals, Healthgrades, Angie’s List, Facebook and more. Having a presence online allows for effective two-way communication between patients and our facilities. In fact, many patients are using these review sites! Just look at these staggering stats:

Review Site Stats

Source: 2013 Local Consumer Review Survey; Pew Research Center
How Your Patients Are Using Online Reviews Industry View; 2013 Software Advice

Having these profiles created a need for reputation management.

What is Reputation Management?

Reputation management (RM) is the practice of identifying and addressing what customers (patients) are saying about your facility online. Tracking these online comments and reviews allows us to better serve our patients by hearing their concerns, improving internal operations and addressing any issues that arise.

Over the past couple of years, we have created a designated Reputation Management team that helps hospitals and practices manage the feedback from patients on their online profiles.

How does HCA’s Reputation Management Team help my facility?

The Reputation Management Team helps hospitals and practices monitor and manage the comments and reviews that are left online by current and prospective patients. In order to assist with the tracking of these comments, the Reputation Management Team recently introduced a reputation management software that helps practice managers and hospital marketing directors keep a close eye on what is being said online about their facility. The program monitors online reviews sites and sends notifications when a new review has been posted. As of September 30, three divisions have been fully implemented. The rest will be implemented over the course of the next six months.

Who is on the Reputation Management Team?

In addition to managing the reputation management software used in your division, our RM Team is available to you any time you need assistance responding to reviews and keeping online conversations constructive.

Elizabeth Wuellner, the reputation management team lead, works closely with team members Grant Peterre, Keiana Hastings, Morrow Heard and Hannah Brown to serve as account managers, manage your online listings and supply you with promotional materials for gaining reviews.

If you have any questions about reputation management, the software roll-out, specific review sites or more, don’t hesitate to reach out to this team.

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