Reputation Management Q&A With Jordan Family Health

Lars Kjerengtroen of Stratham Family Health, a recent participant of the PMP: Reputation Management course, shares his experience and advice for generating online reviews and participating in Promote My Practice’s newest course.

First, can you tell us a little about your practice?

It’s a 10-provider family practice with a multi-specialty clinic attached (OB/GYN, Cardiology, ENT, Ortho, and Diabetic Educators). The primary care practice sees about 120-160 patients a day. The demographic is everything from newborns to retirement aged adults.

What was your practice’s online reputation like before the program? Physicians’ reputations?

There was hardly anything online. There were a couple reviews on Vitals and one on Yelp, I believe, but nothing substantial.

Which method of asking for reviews did you find most successful at your practice?

Asking directly/specifically to long standing patients and friends/family of our employees and providers. We obviously didn’t have any employees leave their own reviews, but we have a pretty large and long time staff who have a lot of family members and friends who have been seen here. Also, we set up a desktop computer in the waiting room where we ask if they (patients) would mind leaving us a quick review.

What was the most challenging part of the course and how did you overcome that obstacle?

To have everyone remember to ask for reviews. It is a new process sometimes easy to be forgotten among all the other “to dos.”  We made it a consistent part of each of our weekly “huddles” (our 15 minute brief weekly staff meetings) and part of our monthly staff meetings.

Want to learn more? Contact our Social Media team to get more information on our PMP: Reputation Management course.

Reputation Management Q&A with Stratham Family Health

Eric Abodeely, the practice manager at Stratham Family Health and a recent graduate of the Reputation Management course, shares his experience and advice for generating online reviews and participating in Promote My Practice’s newest course.

If another practice manager was debating whether or not to participate in Reputation Management, what would you say?
Do it. Don’t even think twice about it. You only have to give a little bit of your time to build a lot of positive online reputation for your practice. It’s worth it!

What surprised you most about the reviews your practice and physicians received before the course began?
We had a few negative reviews that I felt were not indicative of the service and healthcare that our practice provides. I was also disappointed with the lack of overall reviews. Many of the websites we targeted during the course had zero reviews.

Did you have any concerns at the beginning of the Reputation Management course?
As a practice manager of two different facilities, time is always in short supply. I was worried that the time commitment would be too great. After getting into a rhythm, the workload and time commitment were not an issue and were certainly well worth it, given the amount of positive reviews that we were able to generate.

How did your perspective of the course change after graduating?
I certainly came to realize the value of this course when I saw how many patients were eager to take a little bit of time out of their day to leave us some great reviews. As a person who uses the internet to research anything I’m going to spend my time or money on, I know that these reviews will prove invaluable for generating practice growth.

What part of the course did you enjoy the most?
The best part of the course was taking the positive reviews and showing them to the staff. It’s always nice to hear directly from our patients when they are happy, and it fueled the staff to work even harder to encourage patients to leave reviews.

How did you get patients to leave so many reviews?
We leveraged our patients who clearly had a positive experience and explained how easy it would be for them to leave online reviews. Asking our patients for their buy-in to help us out was easy because we are a small practice with a loyal patient population, and we already had built a good rapport with them.

Reputation Management Q&A with Pinnacle Medical Group’s Internal Medicine practice

HCAPS’ Social Media Team recently spoke with Laura Calbert, referral coordinator at Pinnacle Medical Group’s Internal Medicine practice. Laura successfully took Pinnacle through the pilot for Promote My Practice: Reputation Management and helped her practice earn 16 positive reviews in 6 weeks. Check out our Q&A with her below.

Q1. Your practice received 16 new, positive reviews in 6 weeks. How did you do it?
We focused on patients we knew well and asked them to write reviews because we know they love our physicians. We asked them to help our practice grow by sharing their opinion of us online. Some of our patients were so gung-ho about leaving a review, they would pull out their phone and write a review before leaving the office.

Q2. Your practice struggled to get reviews the first few weeks. How did you overcome that struggle?
We mainly overcame it by getting more confident asking for reviews, listening to patient concerns and adjusting our strategy to meet patient needs. It was easier for our patients to use Vitals.com, since they are older, so I directed most of our patients there. One of our doctors would send patients directly to me after their appointment, so I could talk to them about leaving an online review.

Q3. Your practice received additional reviews after the course ended. What is your practice doing to continue getting reviews?
We have a lot of snowbird patients right now, and they are very savvy with the Internet. We are asking them for reviews, despite the fact they are only in the area part of the year.

Q4. What were your overall thoughts of Promote My Practice: Reputation Management?
I really thought the program was great. I was apprehensive at first because our practice is very busy, but I really learned a lot about promoting our practice, computer information and navigating through our online profile.

Pinnacle review

Interview with Midwifery Group at Swedish

HCAPS’ Social Media team recently spoke with Camdyn DePlonty, Practice Manager at Midwifery Group at Swedish. The practice is a graduate of Course 300 of the program. Camdyn has a lot of experience as a practice manager in the social media space. Check out our Q&A with her below!

Q1. These two posts had some of the highest traction on your page. Was there an intentional strategy behind them?

 Image

A1. Welcoming our new Midwife to the practice was a huge deal. We had an unfortunate surprise turnover of a provider at the beginning of the summer, and it took from May until September to get a replacement into the office. Everyone felt the strain and it was our way of telling the world that we were back on track. We hadn’t talked about the rough summer online at all, and weren’t talking about it much in the office either. So the strategy was to say goodbye to the old, hello to the new, acknowledge what the practice had been through, and find our new normal with our new midwife. 

Q2. The one from September 12th actually led to a big spike in Likes. Why do you think that is?

A2. The “Welcome Rachael” post also helped Rachael put out the word to her people about her new position as well, so it gained a lot of traction through that added connection. Rachael is also a newly graduated CNM and was glad to share her announcement of her employment.

Image 

Q3. Can you talk about the strategy behind the water bottle campaign you ran? How did you come up with the concept and how to make it work?

A3. We completely stole the idea from Glamour magazine. They do a piece about readers taking pictures of themselves with their magazines all over the world. We knew our patients wouldn’t take pictures of themselves, and thought pictures of our water bottles would be posted on our Facebook page, and on theirs so it would be a double advertising moment. We put up signs in the waiting room and exam rooms so everyone knew to submit a photo and to like our page.We have always given our patients water-bottles with the “drink 3 of these a day” directions, so nothing new went into preparing from that standpoint. But we did have to make sure we weren’t breaking any ethical / legal rules in the form of enticement.

I consulted with Josephine Durbin and my local social media contact about how to do this properly. We explained the plan to the legal department and we had very small requirements to be able to do it.

Q4. What kind of results did you see from it? Were they what you expected?

A4. The results just sort of slowly built up speed. Genna Durgan (my then local social media contact) mentioned putting a deadline on the entries instead of just “get us to X likes”

      • The giveaway was a Kindle – old version only $45 from Staples.
      • We had to make it open to the entire population, not just patients. So we made sure everyone could have a water bottle just by requesting it, no strings attached.
      • We had to have a set amount of entries before we could give away the Kindle. We had to make sure that the cost of the giveaway was equal to less than $5 per applicant. 

The last days before the contest ended we got a huge amount of photos and comments as well, so word was spreading.I extended the campaign with a last second “Last Chance!” type of thing; it really pushed us over the expectation.

Q5. What would you do differently for future campaigns?

A5. I would have made the voting be the likes for each picture. Some way to keep the decision out of the hands of the office and more in the hands of the submission and how many people they could send to the site. More opportunities for viral and campaigning type of activity.

Q6. You’ve shared some tips with us before (Special Guest Shares Social Media Tips). What are your top 3 favorite or most useful tips?

  1. Keep it fun! There’s only so much you can write about AND only so much people can read about straight medical topics. You have got to be engaged with what you are doing and your audience feels that. If you enjoy writing it, posting it, they will enjoy reading it and sharing it.
  2. Maintain a good storehouse of ready-to-go posts. If you block out one morning a month to set up Facebook timed posts, and timed blog articles you will not get lost in the day to day of your job and let it slide too much.
  3. I have some great very “vocal” followers / patients. Find and cultivate that relationship. Make sure to follow them back, and interact with them quickly on FB / twitter. (This goes back to keeping a browser open with your social sites open at all times & my need for a 2nd monitor at my desk.)

Check out Midwifery Group at Swedish’s Facebook page, Twitter page and blog!

Promote My Practice Q&A with Neurosurgical Specialists of El Paso


Our practice spotlight for our September monthly eNewsletter is Neurosurgical Specialists of El Paso. We were fortunate enough to speak with their practice manager, Rita Aguirre.  Below is our Q&A about the benefit of the program, how to handle a negative review and much more. Enjoy!

1. How has Promote My Practice benefited your practice?

Promote My Practice has helped Neurosurgical Specialists of El Paso keep in touch with our patients.  Through this medium, we communicate stories of public interest as well as specific conditions treated at our practice  This tool is a way for our patients to stay in touch with our practice and learn new things that may affect them or their family and friends.

2. When you received a negative recommendation on Facebook about a wait time, how did you address that?

I first investigated in my office what had transpired so that I was aware of all the facts, then I consulted with the PMP team and they gave me a great way to respond to the post. “We apologize that your expectations were not met. We value feedback from our patients as part of our commitment to providing the highest quality care. Please call our office so we can discuss your concerns further. We will strive to make each experience a positive one in the future.“ I also sent the patient a letter explaining in detail the occurrence, our apology and that we are here to help him if he should decide to return to our practice.

3. You have received two very positive recommendations within the last 2 months. What do you credit this to? 

I credit the responses to our communicating with our staff and patients about our Facebook page.  We have posted reminders in our office to like us and also send every new patient a thank you card with our Facebook and Webpage information so that they stay connected between visits.

Feature Friday: Rocky Mountain Pediatric Orthopedics

Rocky Mtn Fb

One of the first Promote My Practice graduates, Rocky Mountain Pediatric Orthopedics has proved why having an active online presence is essential.

In addition to regularly maintaining their presence on sites such as Google+ Local, Yelp and Foursquare, Rocky Mountain Pediatric Orthopedics in Denver, Colorado connects with patients via Twitter, WordPress blog and their Facebook page, which boasts an impressive 711 likes.

Office manager Andrea Rau says Promote My Practice was an exciting way to build a web presence and help promote what her practice was already doing well.  With her providers already supportive of growing their practice’s social media presence, the training program was a way to get them engaged and more excited about online marketing.

For RMPO, staying active on social media sites allows patients and potential patients the opportunity to “get to know the personality of the practice and providers,” Rau says. Especially for first-time visits, it can make patients feel more comfortable and help them stay in touch with the practice.

The specialized pediatric orthopedic clinic is driven by self-referrals, so increasing their social media strategy has served as an effective way to reach more patients.

“I have definitely seen more and more patients say they found us on the web,” says Rau.

But maintaining RMPO’s social media presence hasn’t been easy–it has required the right motivation and dedication from their team to stay committed to connecting with patients online.

So what’s their strategy? Set goals, get everyone involved and make it fun.

Doctors at the clinic contribute blog posts and articles on practical information related to their specialty.  Eric Heinzen, a physician’s assistant who leads several of RMPO’s social media initiatives, and others in the practice update on practice events, contribute physician spotlights and provide health-related news.

To boost engagement and activity on their sites, RMPO’s social media team asks a question of the week, encourages internal competitions among employees and offers incentives for users to like their page.  While 711 likes is an accomplishment, RMPO doesn’t want to stop there–their goal is to reach 1,000 likes.

Rau says Heinzen and their social media committee spends about an hour each week keeping their sites updated, and she believes the time they spend is definitely worth it: “It’s crucial for keeping up with the times today because people now expect you to be on social media and have a web presence.”

“Once you get into the groove of things,” she says, “it’s really not that much of a time commitment.”

Their advice for other practices taking the social media plunge?

Always keep your audience in mind with everything you post, and remember your purpose for promoting your practice online.  It’s all about the patient.

The Positve Impact of Social Media on One Physician Practice

Natasha Burgert, MD wrote an excellent post for Kevinmd.com about the positive return on investment her practice experienced from social media in just one year. A few of the many benefits outlined in her blog post include:

Increase in new patient traffic. She saw an average of 1 new patient per week who came because of her practice’s social media presence.

Improved SEO. All her work is available publicly and with full disclosure of authorship so patients can easily find her.

Saved time. She can quickly answer common patient questions which saves face-to-face clinic time for basic questions.  

Expanded professional knowledge base. Following leaders in the field of pediatrics has allowed her to stay up to date on the latest trends and health news.

Dr. Burgert goes on to write:

 But what is all of this really about?

It’s about the dad who tells me he went to the health department and got a TDaP before his new son was born.

It’s about the complete stranger who sees me in my office building and says, “Are you Dr. Natasha? Thanks for writing about kids and fever. I had some questions and it came at just the right time.”

The beauty of social is that I never talked with these parents about these health and safety issues. Parents made good decisions for their families after getting the information. Period. That’s all they needed, and that’s all it took.

Click here to read the full blog post.