The New PMP: 5 Things You Need to Know

By: Kelly Bodell

New PMP

We’ve heard you, and we’re making a change!

Promote My Practice has an exciting update – the Marketing and Digital Services team will now be centrally managing all online profiles, which includes updates for existing profiles and claiming requests for new practices, providers or locations. While Promote My Practice is our Physician Services Group online marketing brand and encompasses many services – including resources on online marketing and social media Best Practices, toolkits, newsletters, blog posts, etc. – our Online Marketing Training Program was a significant offering within that brand.

With the announcement of our listings management implementation, we have received a lot of questions about the Promote My Practice program and where it stands. The program itself is still active, and our team will continue to assist with questions and best practices in regard to online listing and social media sites. The biggest change to the program is the retirement of the Course 100, 200 and 300 offerings.

5 Things You Need to Know:

  1. Practices will no longer enroll in a five-week course to learn how to claim listings – all basic online profiles will now be centrally claimed and managed.
  2. New practices or new Practice Managers will no longer participate in a structured Promote My Practice course to receive training on claiming/updating listings, since all listings will be managed centrally.
    • We will be launching a new 1-hour Healthstream Training Session this summer specifically for new practices/new managers to learn how our team is managing online profiles and the new process for submitting updates. Stay tuned for more updates on this online course.
  3. All passwords to existing online profiles have been updated with new credentials and will be maintained by one source, eliminating any Practice Manager transition or login issues.
  4. Yext – a listings management vendor – will also continuously monitor and update any additional profiles that are created on online listing websites (including other 3rd party websites, such as Yahoo, not covered in PMP).
  5. Course 200 – our Facebook course – has been paused this year due to leadership prioritization of centralized listings management. If you are interested in managing a Facebook page for your practice or taking action on an unclaimed page that exists for your practice, we will assist with page setup and share training materials, Best Practices and resources to those administering the page.

 How Do I Make Updates to My Listings?

  • All Claiming Requests: If there is a Google My Business, Yelp, Vitals, Healthgrades, Foursquare or Angie’s List profile that needs to be claimed, contact Kelly Bodell.
  • All Profile Update Requests: If any of the above listings need to be updated, please contact Hannah Brown. These two account managers will help with any of your online listing needs and questions.

Our team will continue to update this blog with helpful news, tips and recommendations for promoting your practice’s online presence. The helpful articles in this blog will be summarized in our PSG Social Media and Online Marketing Updates email, which will now be sent quarterly. If you would like to be added to the email list, please contact Emily Williams.

If you have any additional questions about Promote My Practice and how we support PSG, please reach out to Amanda Short.

How to Contest a Review

By: Jael Teme

There are four types of online reviews—the positive ones, the negative ones, the neutral ones and the ones that don’t belong on your review page.

Ensure your review page accurately reflects your facility and providers by contesting the reviews that need to be removed from the page.

Types of Reviews You Should Contest

  1. Reviews about a different practice/physician1PNG
  2. Reviews about someone who no longer works at your practice
  1. Reviews that blame the physician for an extraordinary medical issue or issues out of their control

For example, a review blaming a physician for missing a cancer diagnosis that two other physicians also missed could be a contestable review.

  1. Reviews that are off-topic, spam or advertising

Your credibility might suffer if your page has many off-topic or spam reviews. Here’s an example of an off-topic review:

2
    5. Reviews that contain hateful, violent or inappropriate content

How to Contest a Review­­

Google My Business

Go to your Google My Business page, scroll down to the review you would like to contest and click the flag at the bottom of the review.

3

Select the reason you are contesting the review. Click Submit.

5Yelp

Go to your Google My Business page, scroll down to the review you would like to contest and click the flag at the bottom of the review.

6

Select the reason you are flagging the review. You will also see a text box where you can explain in detail why the review should be removed.

7.PNG

Vitals

To contest a review on Vitals, email support@vitals.com. Include the name of the physician, a link to his/her vitals profile, and the date (and a screenshot, if possible) of the contested review(s). Explain why you want to contest the review. Vitals will respond via email with its decision.

Foursquare

Go to foursquare.com and log in to your account. Select your location and Preview Location. Scroll down until you see your practice’s Tips. Identify the Tip you wish to contest and hold your mouse near the bottom-left corner until you see the word Report appear. Click “Report.”  A menu will appear. Select the reason you are reporting the review.

If you need help contesting a review or are not sure if you should contest it, don’t hesitate to reach out to the reputation management team.

Using Foursquare Analytics

By: Hannah BrownfoursquareDo you know how to easily view and track data and analytics from your Foursquare listing? Foursquare gives listing managers the option to see information and stats on who is visiting their location. Metrics range from unique or first-time customers who visited your listing, to people who have liked or saved your location on Foursquare.

To get started tracking your listings data, log in to your Foursquare account. In Manger Mode, select See Customer Stats, under the section Your Business Listing. From there, you will be able to view analytics for your location.

foursquare

In the Real World Analytics section, you will be able to see how many customers in total have visited your venue listing on Foursquare. Totals visits are also broken down on a month to month basis so you can see which months were the most popular.

foursquare

A unique user visit is defined as an individual visitor to your Foursquare listing, regardless of the number of times they revisit the listing, who has interacted with something on your page (e.g. comments, likes, clicks, etc.) In contrast, you can also view first-time visitors to your listing on a month-to-month basis.

foursquare

Additionally, you can see recent and top visitor names to help you better understand who to connect with offline and online.

foursquare

In the Overview section, you will be able to see who has followed, liked, saved or disliked your listing. This section should help you to understand what you are doing right, and when you have done something wrong (like put up an incorrect phone number) on your listing.

foursquare

How to Remove Online Profiles for Closed Businesses

Do you know what to do with your business’s online profiles if it closes? If you have made the effort to keep these profiles updated with correct information, you should continue this care even if your business closes. Here are some guidelines and steps to take for removing your business profiles from key online review sites.

Some sites will not allow you to remove a profile, but will allow you to mark the business as closed instead.

Google My Business
  • Report your business as closed and delete the profile from your account. It will still be visible on Google, but will be labeled as closed.
    1. Log into your Google My Business account and select the page you want to remove. At the bottom of the Edit page, click Report problems with this page. Fill in the required fields, check the Business Status (closed or moved) box, and then click Next to submit.
    2. Return to the page dashboard and click the gear symbol in the top right corner. Choose Settings from the drop-down menu. Scroll to the bottom of the Settings page and click Delete page to remove it from your account.
Yelp
  • Contact Yelp to report your business as closed. This will remove the profile entirely from the site and your account.
    1. Email Yelp Support (feedback@yelp.com) from the email address associated with your account and explain that your business has closed. Include the link to the profile for verification purposes.
Foursquare
  • Mark your business as closed. The listing will remain on Foursquare and in your account, but will be labeled as closed to the public.
    1. Log into your Foursquare account and select to use Foursquare as your business listing. Click Manage your listing to go to the Edit page. Once there, scroll to the bottom and click the Advanced Tools drop-down arrow. Choose Close this location.
Angie’s List
  • Report your business as closed. This will remove the profile entirely from Angie’s List and your account.
    1. Log into your Angie’s List Business account and click Contact Us at the top. Fill in the required information and explain that the business has closed. For Category, select Removing business from Angie’s List from the drop-down options.

It’s important to update your online presence if your business closes. Removing profiles from key online review sites is a good place to start, but don’t forget to shut down your social media pages and website as well.

Foursquare Moves to Personalized Local Search

The developers at Foursquare are rolling out a brand new version of the site tailored specifically to each user. Before this change, Foursquare was simply a social city guide with universal results.

Foursquare’s stance is that everyone explores cities differently, so why should everyone get the same search results?

As a solution to this, Foursquare has created personalized local search capabilities. This means no two people will have the same experience with the app. Instead, search results will be based on users’ tastes, experts they follow, or places they’ve visited. The app will completely customize itself to fit users’ individual preferences.

Along with this advancement in search, Foursquare is moving away from check-ins to focus more on reviews.

The check-in capability hasn’t disappeared entirely—has been moved to a new app developed by Foursquare called Swarm. For previous Foursquare users, all past check-ins, friends and photos will automatically show up in Swarm. Users who do not wish to check in to places they visit can still use Foursquare to find new places, get information about places and leave reviews without downloading Swarm.

foursquare-new-look

You can no longer use the Foursquare app to check-in to places you visit unless you also have Swarm downloaded to your mobile device.

The photo on the left is an example of a user on Foursquare who can read and leave tips, but cannot check-in. This means they do not have the Swarm app on their device. The photo on the right is an example of a user on Foursquare who also has Swarm, so they have the option to check-in as well as access all other Foursquare services.

With all of these changes comes a new logo as well! The new Foursquare logo has transformed from the familiar check-mark to a mix of a map pin and superhero emblem. The new logo represents how the improved Foursquare gives users superb power to explore cities.

foursquare-logos-new-old

So how will this affect your practice listing on Foursquare? As of right now, it doesn’t affect it at all. It’s still important for you to keep the information on your listing up to date and to monitor reviews at least once a month. We predict this move away from check-ins will attract a new audience, and the stronger focus on reviews is likely to increase the number of reviews patients are leaving on your listing.

What do you think about the new changes to Foursquare?

Support Needed: How to Contact Support Teams for Online Review Sites

The Promote My Practice team works hard to provide you with the most up-to-date and useful resources we can; however, there are some issues with online review sites that we can’t fix. When this happens, it’s time to turn to the support teams. Here’s an outline of common problems you may encounter, and how to contact the site’s support team for help.

Google+ Local Business

If you are having trouble claiming your Google+ Local Business listing, you can reach out to Google’s Support Team for verification help.

1.  Go to the Edit Information page in your Places for Business dashboard.

editinfo

2.  Scroll to the bottom, where you will see a few different options under Manage this listing. Click on Get help with this listing to go to the Places for Business Help Center.

managelisting

3.  Click on Contact Us in the top-right corner. A pop-up box will appear with various ways you can contact Google.

contactus

    • You can click Call Us to talk with a specialist. This is the best way to get your listing verified if you have encountered problems.
    • You can choose one of the listed options to explore some common issues, find the one that relates the most to your issue, and email Google about a solution.

callusbox

Another reason you may need to contact Google’s Support Team is if your attempted edits haven’t gone live within a day. To do this, go to Manage this listing at the bottom of the Edit Information page and click on Report problems with this listing. This will take you to a form where you can select aspects of your listing that are incorrect, and submit a support ticket from there.

Yelp for Business Owners

If you have had trouble claiming your Yelp listing or need information updated, you can contact Yelp’s Support Team for assistance.

1.  Scroll to the bottom of any page on Yelp and click Contact Yelp to go to the Contact Us page.

contactyelp

2.  From the drop-down menu, select the topic that best applies to your situation. Most likely, you’ll be selecting one of the following topics: Business owner help, Duplicate business listing, Out of date business listing or Missing reviews.

yelpcontactus

3.  Each topic will have its own setup of information needed to submit a support ticket. For instance, if you select Business owner help, you will need to choose a subtopic from another drop-down menu. Once you have done that, enter your practice’s Gmail and search for your listing.

yelpsupportform

4.  Select your listing, and then enter a detailed explanation of the problem you’ve encountered in the Comments box. Click Send once you are done.

yelpfinalsupport

If you created a listing on Yelp and haven’t received an email within a week saying the listing has been unlocked and is ready to claim, you should contact Yelp Support. While your listing is still locked, you will not be able to search for it on Yelp’s contact form. Alternatively, you can email Yelp Support at feedback@yelp.com.

Vitals for Doctors

There are a few cases when you may need to contact the Vitals Support Team.

  1. You receive an error message saying There was a problem verifying your information.
  2. You receive a message saying your provider’s profile has already been claimed.
  3. There is no existing profile for your provider.

To contact Vitals Support Team, use your practice’s Gmail to email support@vitals.com. Include your provider’s NPI number for verification purposes and a detailed message about the issue you’re experiencing. Make sure to include the email address associated with your Vitals account as well.

Foursquare for Business

If you have trouble adding and claiming multiple venue listings, experience a loading error or need to request a receipt for the claiming fee, you should contact Foursquare’s Support Team. In the past, the support team has been quick to respond and very helpful.

1.  Scroll to the bottom of the page and click on Help to visit the Foursquare Help Center.

4sq-help

2.  Click on Foursquare for Business in the Help Center menu.

4sq-forbusiness

3.  Choose a topic that relates to the issue you’re having. The topic you need will more than likely be under the Claiming Your Listing or Managing Your Listing(s) sections.

4sq-topics

4.  If the help article doesn’t answer your question or if you have a more specific issue, scroll to the bottom of the article to Was this article helpful? and click No.

4sq-helpfularticle

5.  Choose the option that best describes your issue to reveal the contact page. Generally, you will choose I have a question about my business.

4sq-issuetopics

6.  Fill in the contact form to submit a support request. Use the email address associated with your account, add a subject and detailed explanation of the issue, choose a broad issue from the drop-down menu, put in the requested Foursquare URLs, add any related attachments (like screenshots of the problem) and click Submit.

4sq-contactform

Angie’s List Business Center

Angie’s List provides the most support options out of any other site. In addition to the typical contact form, they have a phone number specifically for Business Center support. Steps for submitting a support ticket via the contact form are below.

Angie’s List Business Center Support: 1-866-843-LIST (5478), call center open M-F 8:30am – 8:15pm EST

1.  If you are logged into your account, click on Contact Us at the top of your dashboard. If you are not logged in, Contact Us will be at the bottom of any page under Site Links.

AL-contactus

2.  To complete the contact form enter your first and last name, an email address (use your practice’s Gmail), include a subject and a detailed question and attach any related files.

AL-contactform

Indicate what your question is about by choosing a topic from the drop-down menu. Most questions or issues will be related to one of these topics: Getting onto Angie’s List, Business Profile, Reviews or Business Center Website Trouble. Then choose a more specific category from the second drop-down menu. These options will change based on what you first indicated as the overall topic of the question.

AL-contacttopics

3.  Once you’ve filled in all sections of the contact form, click Submit to send your question to the Angie’s List Support Team.

AL-submit