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.

Google’s Online Appointment Request Feature: What You Need to Know

By: Kelly Bodell

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Did you know that for certain practices, patients can now begin the appointment scheduling process right after searching your practice on Google?

Healthgrades unrolled the Online Appointment Request (OAR) call to action on Google last month for Patient Direct Connect affiliated practices.

What this means is if your practice is signed up for Healthgrades’ Patient Direct Connect or the Elective Provider Program through a hospital affiliation, when a patient Googles your practice, there will be a “Book an appointment” section at the bottom of your practice’s Google My Business listing on the right-hand side of the window. This OAR feature is also available on mobile devices.

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The drop down appointment scheduling boxes allow a patient to select the doctor they want to see, mark whether they are a new or existing patient and indicate whether the appointment is for them or if they are making the appointment for someone else. Once a patient has selected the required information, they continue the booking by clicking “Continue booking” and are directed to the Healthgrades website to finalize the appointment request.

Here are the top 5 things you should know about the Online Appointment Request feature:

  1. This is a free, added service if your practice is already a Patient Direct Connect or Elective Provider Program client through an HCA hospital affiliation. If you are not affiliated with a hospital that is currently enrolled in the sponsorship programs, this feature is not available for you at this time. If you have any questions about Healthgrades’ Patient Direct Connect or Elective Provider programs, please contact Kelly Bodell.
  2. In order for the OAR to appear on Google, the Healthgrades and Google listings have to have the same address. If the addresses do not align, the OAR feature will not appear for a practice. If a Healthgrades and/or Google listing address is incorrect, please contact Hannah Brown.
  3. If the physicians listed in the “Choose your doctor” drop down are incorrect, or there are missing physicians, please contact Kelly Bodell.
  4. This feature only requests appointments for new patients. If the patient is an existing patient, they will be directed to the Healthgrades profile of the physician they selected and will receive an alert that directs them to schedule with that physician by calling the practice phone number.
  5. You can receive metrics from this feature and track patient engagement. The analytics from the scheduler are added to the OAR metrics report that a practice receives if they are affiliated with a hospital currently enrolled in the Healthgrades sponsorship programs.

If you have any questions about the Healthgrades Online Appointment Request, please contact Kelly Bodell on the Online Marketing Team.

Crafting a General Response for Healthgrades Reviews

By: Keiana Hastings

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As a site centered on physician profiles, Healthgrades wants to ensure that physicians have a voice. Healthgrades recently integrated free text reviews, which allows patients to write reviews, as opposed to leaving only a star rating. Although physicians cannot respond to individual reviews, they can post a general response.

What is a general response?

Healthgrades does not allow users to leave a public response to individual reviews. Instead, physicians can post one general response communicating gratitude to patients who have completed the survey.

What should the message say?

In general, the response should thank patients for their feedback and let patients know that you are responsive to feedback. The post should not refer to any specific case or person, as this violates Healthgrades Terms of Use policy, and may draw attention to negative comments that may otherwise be overlooked.

What are some examples of responses?

  1. Thank you for taking the time to complete the patient survey. As a valued patient, your feedback is of utmost importance to me and my staff. We are committed to providing you with the best care possible.
  1. Thank you for sharing your experience. Patient feedback is important to us as we continue to make strides towards enhancing the patient experience. My staff and I take great pride in serving the <insert city> community and we are honored to be your healthcare provider.
  1. Thank you for your feedback! It has been a privilege serving the <insert city name> for the past <insert number of years> years. My staff and I aim to provide the highest quality patient care and we appreciate you taking the time to share your experience.
  1. I appreciate your time in submitting a patient survey. If you received great service and attention, please tell a friend. If you did not, please tell me or my staff. We are committed to providing you with the best care.

If would like to update the general response for your provider, please contact Hannah Brown or Kelly Bodell. You may use an example response or submit a customized response.

3 Things to Know about the Healthgrades Free Text Review Feature

By: Morrow Heard

Healthgrades recently added free text reviews to their patient satisfaction surveys to keep up with the rise in consumerism throughout the healthcare industry. The driving belief is that the new review feature will add to the meaningful information that helps patients choose the right physician using Healthgrades as a tool. Below are three key things to note about the new free text feature:

  1. Healthgrades reads every review that is posted to the site

Once a patient submits a patient satisfaction survey, Healthgrades screens each submission to verify it complies with their stated policies and that the review isn’t spam.

If a review makes it through the screening process and you still believe that it was falsified or spam, you can contact Healthgrades at https://update.healthgrades.com/contactus.

  1. You cannot respond to Healthgrades Reviews

Healthgrades does not allow for physician or practice responses to text reviews, unlike other review sites such as Vitals or Yelp. Although you do not have the ability to respond to specific reviews, you do have the ability to post a general response to all reviews on your Healthgrades profile page.

To post a general response; login to your Healthgrades profile. Click on the “Your Voice” option, on the left hand side of the screen.

HG profile manager

Then, select the Response to Patient Satisfaction Surveys option in the Your Voice Section.

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  1. You cannot hide or delete reviews, but you can “flag” them

Unlike Vitals, you cannot hide Healthgrades reviews. However, you can “flag” the post, making a request for Healthgrades to review the post. You must first login to your profile, and then flag the review. The Healthgrades team will review your flagged comment within 2 Business Days.

3 Things You Need to Know About Managing a Healthgrades Profile

By: Emily Williams

3 THINGS TO KNOW ABOUT HEALTHGRADES

Healthgrades is the leading online resource for comprehensive information about physicians and hospitals. It provides ratings and profiles for hospitals, nursing homes, nurse practitioners and physicians. In fact, more than 1 million online physician profiles exist!

There are three important things that you need to know about managing a Healthgrades profile:

  1. 20 million visitors per month.

Healthgrades estimates that they have 20,000,000 visitors each month that use their site to find a provider. And they aren’t just looking! More than half of those visitors make an appointment within a week. That’s 10,000,000 appointments per month!

  1. Physician specialties matter.

Healthgrades recently expanded its search capabilities to allow patients to search for specific conditions, procedures and specialties. This means that when you claim a physician’s listing, you need to make sure you list as many specialties, conditions and procedures as possible that pertain to your practice and physicians. This increases the likelihood that your provider’s name will appear in search results. Words like “physician” and “medicine” are not enough! Be specific!

  1. No comments. Just star ratings.

When a patient leaves a review of a physician, they are not able to leave a comment about the physician. Instead, the reviewer will be asked to complete a survey in order to rank the provider with an appropriate star ranking. The survey includes information about the practice and the physician. The average rating will be show beside the physician’s photo:

patient satisfaction rating

Users can click on the physicians star rating to view the results of the surveys:

healthgrades star reviews and survey

When managing the Healthgrades pages for your physicians, remember that the pages will get a lot of traffic, need to be as specific as possible and will show a star ranking that encompasses both the physician and the practice!

Healthgrades Update: Expanded Search Capabilities

Healthgrades has expanded its search capabilities to allow patients to search for not only a specific doctor or facility, but also for certain specialties, conditions treated and procedures performed.

4How should Healthgrades account holders respond to this update?

To guarantee your physicians appear in all applicable search results, it is necessary to update all profiles with the proper specialties, conditions and procedures. Updating this information creates the opportunity for your physicians to appear in search results through multiple facets. Making sure the correct information is listed is essential to ensuring the right patients find your physicians.

Here’s how to make the updates:

  1. Log in to your Healthgrades account.
  2. Select the name of the physician you want to update.1
  1. Click on Expertise in the column on the left side and add primary and secondary specialties.2

4.  Scroll down the page to add and confirm conditions and procedures.3Remember to only list specialties, conditions and procedures that pertain to your physicians to ensure you attract the right kind of patients. This update is crucial to protecting the integrity of your physicians’ Healthgrades profiles, so be sure to make these updates right away. Contact the Social Media Team if you have any questions.

 

Healthgrades Update: Provider Specialties

Healthgrades is updating its search capabilities, and starting in April, patients can search for providers based on more than 900 specialties as well as conditions treated and procedures performed.

What does this mean for providers?

Providers must update or add the appropriate conditions, specialties and procedures to their profiles before March 31. This will ensure the profile appears in all relevant search results.

If the correct information is not listed, patients will have a difficult time finding the provider’s profile online.

To make the updates:

  1. Log on to your Healthgrades account.
  2. Select your provider’s name.
    Provider Roster
  3. Select Review & confirm that this is correct.
    Conditions and proceedures
  4. Add all applicable specialties, conditions and procedures. Remember to list only specialties you actively practice or you will attract the wrong type of patient.