Leaving a Satisfaction Rating on ZenDesk

By: Hannah Brown

Once a ticket on ZenDesk has been solved by a member of the Corporate Online Marketing and Digital Services team, the requester of the ticket is sent an email 24 hours later inviting feedback on their support experience.  The survey simply requires a one-click positive or negative rating. The requester has the additional option to leave a comment on the rating. Here is how you leave a rating and comment on a ZenDesk ticket:

  1. Once the ticket is marked as Solved by a Corporate Marketing team member, an email is sent to the requester of the ticket.
  2. There will be two links in the email: Good, I’m Satisfied and Bad, I’m Unsatisfied.zen1
  3. After clicking the link of your choosing, the URL to the original ticket will be opened. (Note: you do not need a log in to leave a rating.)
  4. You will be prompted to rate the ticket and add an additional comment, if you would like.zen2
  5. Once you select a rating, it will be shaded in Green on the ticket. You will have 5 business days to change or update your rating before it is published in the system.zen3

Our team greatly values and appreciates your feedback. Leaving a rating with or without a comment on your solved ticket will help our team provide even better customer support to you and your team in the future.

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.

Social Media and the Doctor-Patient Relationship

By: Hannah Brown

Social media has been one of the biggest influencers on healthcare marketing in decades. With a current, very engaged generation more likely to go online to discuss general health questions than ask their doctors, how can social media play a role in the doctor-patient relationship? Below are some meaningful statistics to illustrate how, and why, healthcare professionals should get more involved with their patients online:

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Social media is an extension of the doctor-patient relationship. When active on social media, physicians are given the opportunity to reach and have a direct impact on the daily choices their patients make.

Lessons from SXSW 2016

By: Emily Williams

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From March 11-15 I attended the South by Southwest (SXSW) conference in Austin, Texas. Yes, most people know this as a huge music festival. However, there are three conferences happening mostly simultaneously: Music, Film and Interactive. The Interactive Track (that I attended) is a massive, cutting-edge tech and digital conference featuring keynote speakers (like President Obama), numerous sessions/panels (including execs from Facebook, Google, Mashable, AdCouncil, GM, Unilever and a variety of celebs) and a host of networking events.

Here are the highlights from the top 4 sessions I attended:

  • President Barack Obama
    Tech & Government

    • President Obama stressed that law enforcement should be able to legally collect information on electronic devices – expressing direct opposition of encryption from companies like Apple. He did not comment directly on the current Apple / San Bernardino case, but cited the fact that since the government can dig through “your underwear drawer” at your house, your digital information should be treated with the same access.
    • The President encouraged more relationship between government and tech, recommending that the government learn more lessons from the private tech world to enhance civic engagement and efficiency issues in the government. He urged tech leaders to consider consulting on government projects – even joking about the notorious crash of the Healthcare.gov website as an example of the government’s need for outside tech help.
    • Interested in knowing more? Check out this recap or this full transcript of his remarks.
  • Daring Greatly
    Brene Brown (Researcher, Author)

    • Brene Brown is a notorious researcher and storyteller that reached fame through her Ted Talk on the power of vulnerability – one of the most watched Ted Talks of all time (currently more than 24 million views).
    • As a keynote (the only keynote – other than President Obama – that has been known to elicit massive standing ovations), she encouraged the audience to live vulnerably, recognize emotions and be mindful.
    • Brown reminded us of Teddy Roosevelt’s famous quote:

      It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood.
       

      She used this quote to encourage all of us to have our own inner circle – a predetermined number of voices that we choose will matter. She reminded us that those willing to fight in the arena will always fail at some point (reaping both the risk and reward of the fight), therefore those sitting in the stands such not be able to judge our lives while we are in the arena. If you live in the arena, choose a group of voices also in the arena to be able to speak into your life.

    • Those who are vulnerable enough to risk failing will get back up as an even greater person. According to Brown, those who return from failure stronger than before have three things in common:
      • The reckoning – When we are in an emotional state, our emotions get the first crack at telling ourselves the story of what is happening around us. Those who are aware of their emotions are able to investigate them thoroughly for their purpose rather than ignore or indulge them.
      • The rumble – We have to wrestle with our stories to determine the truth – not just the story that we are telling ourselves is true.
      • The revolution – We use our fights, failures and resolutions to transform our behavior and our stories.
  • Improving Engagement in a Mobile and Social World
    Stacy Garcia (Google)

    • Stacy Garcia of Google challenged marketers to focus on mobile and social when building brands. Companies must build for mobile first, engage users socially and drive traffic to websites to make successful conversions.
    • According to Garcia, 74% of people say they will return to a site if it is mobile friendly. When optimizing websites for mobile, Garcia encouraged us to do three things:
      • Make it fast
      • Make it easy for users
      • Make it consistent
    • There are four types of content that people share:
      • Emotion – When people care, they share.
      • Social Proof – People share what makes them look cool, smart, savvy, etc.
      • Practical Value – If your content is useful, people will spread the word.
      • Stories – People don’t share information, they share stories.
  • Is Twitter the New Customer Call Center?
    Panel: Rebecca Harris (GM), Ashley Mainz (Southwest Airlines), Michael Nagel (Cummins), Angela Wells (Oracle)

    • In this panel discussion, major players in the online reviews / social media space discussed reputation management issues and how to respond to customer service issues online.
    • According to the 2015 Aspect Consumer Experience Survey, 73% of consumers want the ability to solve product/service issues on their own. 1/3rd say they’d rather clean a toilet that speak with customer service.
    • Harris noted that there are two types of customer voices on Twitter:
      • People who want to find a solution
      • People who are mad at the company and want to complain publicly
    • The key to great customer service online is quick, direct responses to consumers. And don’t just respond to the negative – but shock and surprise your online audience as well! Southwest gave an example of giving airline points to a user who tweeted them about frustrations over another airline’s baggage fees.
    • Harris noted that GM recently had a customer that tweeted GM for advice about purchasing a new truck. GM quickly engaged this client in online dialogue via twitter, landing the consumer in the lot to ultimately purchase the truck. The customer had also initially tweeted GM’s major competitor, but got no response from that company.
    • Recent research from Lithium Technologies shows that 53% of people expect a response from a tweet to a company. That number increases to 73% if the tweet is about something negative.
    • Southwest Airlines has a maximum response time of 15 minutes to online interactions. However, their average response time is roughly 6 minutes.
    • Harris said that GM’s philosophy for customer service reps is to hire nice, smart people who really care. Then let them go at it!

Want to know more about SXSW 2016? Visit the SXSW website or email me with any questions!

Reputation Management Tips for the New Year: Make it a Team Effort

By: Morrow Heard

In this series, we have covered ideas to improve your practice’s online presence by updating your M3 Advocate links, asking for reviews, and maintaining your pages.

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In this fourth and final tip of the series, we encourage you to involve your staff – an essential aspect of creating the best online presence. The first three posts in this series cover topics that are all enhanced when using a team approach to maintian these efforts.

Use these 3 tips to involve your staff in improving your online reputation:

Tip 1: Use Binary Fountain reporting to keep the team updated on your online reputation.

Binary Fountain monthly reports are a great resource to give the staff detailed information about trends in what your patients are saying online. By sharing the reports and trends in staff meetings, you can keep everyone up-to-date and engaged with the reputation of the practice.

Tip 2: Share details about your reviews

By sharing trends, you can give your team a big picture look at what your online reputation looks like. Even more insight can be gained by using specific reviews to give your staff specific examples about what the practice is doing right and areas to improve the patient experience.

Tip 3: Recognize members with outstanding performance

Positive praise is a great motivation to keep your staff involved in your online reputation. Use your staff meetings to give recognition to individuals who have positive mentions in reviews, stand out in asking for reviews or distributing reputation management promotional materials.

If you would like to discuss any aspects of this reputation management series, please reach out to your account manager!

Reputation Management Tips for the New Year: Update Social Links in M3-Advocate

By: Jael Teme

This is the second post in a four-part Reputation Management Tips for the New Year series dedicated to tips that can help you manage / improve your online reputation in the new year. Our first tip was Ask Patients to Leave Positive Reviews.

For the second installment of the series, we are covering how to update your social links in M3- Advocate to potentially increase the number of online reviews.

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Tip #2: Increase Positive Reviews by Updating Social Links in M3-Advocate

While some patients might rush to their phone or computer to express their opinion, others will be more inclined to share with their families and friends instead of writing a review. That’s why MedicalGPS is a powerful tool.

After patients receive their MedicalGPS survey and submit it, a follow-up email is sent to the patient inviting them to leave a review in one of the practice’s social sites. For patients to be able to do that, the social profiles in Google+ or Vitals should be linked to your M3 Advocate account. The social media team has updated all Google and Vitals links for all practices and physicians who participated in Course 100.  If a physician has joined your practice and you would like to add their claimed Vitals profile link to M3 Advocate or if you’d like to update any existing link within M3, follow these steps:

  1. Login to M3-Patient Experience® and click “M3-Advocate Pilot“. The M3-Advocate system will open to the “Manage Providers” page.
  1. Click “Edit Social Links” to make changes.

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  1. Copy and paste your URL for your Vitals or Google My Business

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  1. Click on “Save Changes to Social Links”.

You are finished!

If you need assistance locating your practice’s Google+ or Vitals links, feel free to reach out to the reputation management team. For other questions regarding MedicalGPS, you can also use the M3 support resource.

How Angie’s List Adds Value for Paying Members

By: Morrow Heard

The Angie’s List business model is set up differently than other review sites. Instead of creating an open platform for people to share their experiences with businesses, Angie’s list is a platform that users must pay join in order to access or leave reviews about their experiences with businesses.

By requiring payment or a membership fee to access reviews, Angie’s List has a need for information to be more beneficial and reliable than the information that they could get on other review platforms.

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Angie’s List adds to the value of their product in four major ways:

  1. Reviews are not anonymous, providing some insight in determining if bad reviews are from disgruntled employees, and good reviews aren’t from the company owner.
  1. Angie’s List has a strict data certification process to ensure that the reviews are all reliable. This process includes:
  • Limiting users to reporting only once on any particular company
  • Prohibiting companies from rating themselves or their competitors
  • Screening all reports to ensure they are acceptable
  1. Angie’s List has a complaint resolution team to help settle disputes between customers and service providers.
  1. Companies can respond to all reports free of charge in order to give the customer the full story.

These four factors help Angie’s List justify their paid service compared to the free services of their competitors.