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.

Submitting a Ticket through ZenDesk: The HCA Digital Operations Online Help Desk

By: Hannah Brown

How to Submit a Ticket on ZenDesk

The Digital Marketing Operations Team is excited to introduce Zendesk. Zendesk is an online help desk that allows HCA practices and marketing teams to easily submit any update requests or questions regarding their online listings, Binary Fountain or general reputation management to HCA’s Digital Marketing Operations Team. After a user submits a ticket, a member of the team will follow up regarding the request within 24 hours.

Going forward, we ask that you use this online help desk to:

  • Claim or update online profiles for your hospital, service lines, practice or physicians.
  • Inquire about responding to a review
  • Report a duplicate online profile for removal
  • Contest or hide an online review
  • Make updates to Binary Fountain
  • Provide general feedback to our team
  • ….and much, much more. When in doubt, fill it out!

Here is how to submit a request through Zendesk:

  1. Go to https://hcadigital.zendesk.com. Please note: You do not need to log in.
  2. Click Submit a Ticket.
    zendesk1
  3. Select the type of request you are submitting: Online Business Listings, Binary Fountain, Reviews or Miscellaneous.
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  4. Select a sub-category for your request under the request options.
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  5. Complete a request form, detailing all relevant information. The following fields are required and must be completed in order to submit a request:
    1. Your name
    2. Your email
    3. Your division
    4. Your location name
    5. A detailed description of the issue

After submitting a request, a member of our dedicated team will follow up with you within 24 hours and continue to provide regular updates on the progress of your request via email. Multiple team members are available to assist with your requests or filter them to the correct people. Additionally, users also have access to a library of digital marketing toolkits to reference at their convenience.

With your help, we look forward to providing a faster, more transparent and more structured support system to better serve you. If you have any questions, please contact Hannah.brown@hcahealthcare.com.

 

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.

Online Review Leads to Speedy Service Recovery Opportunity

By: Elizabeth Wuellner

Never underestimate the power of responding to online reviews. In a recent reputation management success story, an upset patient who left a review about his negative experience at the hospital was quickly addressed offline, restoring the patient’s confidence and prompting him to update his review to 3 stars:

Updated Review 1

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:

patientdoctor

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.

How to Deal with Negative Reviews

By: Jael Teme

How to deal with negative reviews (1)

Let’s say a very angry patient left a negative review complaining about you or your practice. What should you do? First, take a deep breath. Responding while angry is a recipe for disaster.

Once you have given it a few minutes– or hours, depending on the review– evaluate the situation and take one of the following actions.

  1. Contest the review. If the review is false or unfounded, you may be able to contest it. Take a look at our list of review sites that will allow you to contest a review and how to do so.
  1. Weigh the possible outcomes. Would responding to this review be beneficial? If the review has many spelling and grammar errors, other users will find it irrelevant. In those cases, it might be better to stay away. It is unlikely a response will prompt a positive outcome.

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  1. Respond privately. By responding privately, you might be able to establish rapport and help solve the situation in a more efficient and faster way. The key is to keep your message simple and genuine and always be mindful of your tone. If the person perceives that you are being condescending or rude in anyway, things could go array.
  1. Respond publicly. Most reviews can be approached this way, but be careful not to share patient information. According to HIPAA, you can’t confirm or deny that the reviewer is your patient. Let’s take a look at examples of what you can’t and can say, according to HIPAA guidelines. This is what you can’t say:

“We are sorry to hear you did not have a good experience at our hospital. We value you as a patient and want to make your experience as comfortable as possible while you recover from your back surgery.”

This is wrong because it is confirming the reviewer as a patient and exposing private medical information. You can still address the concern without compromising information. Here’s an example of what you can say:

“We are very sorry to hear about this experience. Our Patient Care Services Department has been alerted to the situation. If you would like to speak to someone further about this experience, please call [phone number].

  1. Boost positive reviews. Encourage your patients to leave positive reviews. If your page has more positive reviews than negative, the attention will gravitate to the positive ones—making the negative ones less effective.

Contact your Reputation Management account manager if you are having a hard time deciding how to respond to a negative review. Our team is here to help you succeed!