{"id":7944,"date":"2024-10-11T10:28:50","date_gmt":"2024-10-11T14:28:50","guid":{"rendered":"https:\/\/medent.com\/news\/?p=7944"},"modified":"2025-02-05T11:10:26","modified_gmt":"2025-02-05T16:10:26","slug":"the-evolution-of-reputation-management-in-healthcare","status":"publish","type":"post","link":"https:\/\/medent.com\/connect\/2024\/10\/11\/the-evolution-of-reputation-management-in-healthcare\/","title":{"rendered":"The Evolution of Reputation Management in Healthcare"},"content":{"rendered":"\t\t
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The Evolution of Reputation Management in Healthcare<\/strong><\/span><\/h1>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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October 11, 2024<\/span><\/p>

Written by Peter Harnish, CEO & Co-Founder of Well iQ<\/em><\/span><\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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The phrase \u201creputation management\u201d encapsulates a lot of content in two words.\u00a0 It can mean very different things to whoever may be talking about it.\u00a0 Managing one\u2019s reputation has always been important.\u00a0 The entertainment industry took this very seriously to make sure that their actors always had the right spin in the media.\u00a0 Any business in the hospitality space needed to be aware of their reputation and make sure that their staff members were reflecting the values that made their brand unique and wanted.\u00a0<\/span><\/p>

Over the last fifteen years, business reputation management has become known and needed as public ratings and reviews can make or break new businesses, and help sustain current ones.\u00a0 Healthcare organizations are no different- they also need to worry about reputation management as Google ratings and reviews can directly impact patient population and their ability to attract and retain staff members.\u00a0 Healthcare practices also have unique patient challenges tied to patient outcomes that can impact public reputation.\u00a0<\/span><\/p>

This post will cover where reputation management started and what it has evolved to in healthcare, and how Well iQ helps address every stage of the process.\u00a0 Whether you are only starting your journey into managing reputation, or you have been doing it for years, there is a little something for everyone here.<\/span><\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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The Early Days of Reputation Management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Most consumers were introduced to a business\u2019s reputation using Yelp!, especially when it came to finding that next delicious meal at a local restaurant.\u00a0 As this early iteration of digital word- of- mouth marketing evolve, those reviews began to expand to all businesses, big and small, which became extremely valuable for customers looking for the best place to go for anything from restaurants and gyms to dentists, primary care doctors and beyond.\u00a0 Unfortunately, some bad actors started to abuse the system, placing negative reviews in the hopes of receiving something free from the business for taking them down.\u00a0 At the same time, the Yelp! platform began to receive negative feedback from businesses that felt like it was becoming a system that only rewarded those businesses that were paying for the platform.\u00a0 While this was largely debunked, consumers began to look for alternatives to getting ratings and reviews.<\/span><\/p>

Google emerged as the de- facto standard for ratings and reviews, as the popularity of Yelp! began to fade.\u00a0 This made sense, as many people began to search for businesses using their browsers and maps on their mobile devices. This meant that having a good Google business profile was table stakes for businesses wanting to be found using search.\u00a0 This was one of the key contributors to the reputation management industry taking off.\u00a0 The early days were about how do I get five-star ratings and reviews from all my customers, and patients, which led to new rules being put in place by Google and others.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Do Not Allow Review Gating\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Part of the problem was how businesses responded to the early days of Yelp! when customers were demanding businesses do something to earn their 5-star review.\u00a0 Flipping this on its head, businesses began to participate in a process called review gating.\u00a0 This meant that they were only going to ask customers, or patients, that they knew had a great experience to leave them a review.\u00a0 This would bypass the opportunity for any critical feedback to be given and would mislead other customers looking at that business\u2019s ratings and reviews. All the review sites, including Google, did the right thing in making it so that this process was no longer allowed. It is important for any rating and review site to allow both positive and negative reviews so that the true details are made public and credibility exists.\u00a0<\/span><\/p>

This also impacted the reputation management space, as many vendors were funneling reviews that were only positive to the online profiles via emails, texts, and phone calls. This effect is still seen today, as our Well iQ team helps clients who have never heard of review gating, despite contracting with reputation management companies whose job it is to know. We hold ourselves to a high ethical standard and love being able to educate others on how these reviews and rating should be gathered. It turns out that the way you earn 5- star reviews that last, is by creating an experience worthy of a five star review- who knew\u00a0\u263a?!<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Healthcare Reputation Management \u2013 The Beginning\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Like many organizations early on, the idea of dealing with an online reputation was just another thing to manage for healthcare practices. With staff members working hard to provide care for patients, this was sometimes overlooked.\u00a0 When Well iQ began helping healthcare organizations with feedback, including their public reputation, we recognized that automating the process was incredibly important.\u00a0 However, we often saw that the early days of reputation management as a whole were repeating themselves with an emphasis on five star reviews and little else.\u00a0<\/span><\/p>

Practices were paying for a watchful eye on reputation on one or many platforms to keep the five star counts high, but were lacking visibility into the underlying causes behind those reviews, because the process was being outsourced.\u00a0 As Well iQ moved past our first million patient journeys served, the key was, how do we make sure our clients have visibility into these public reviews for not only the recognition, but also the opportunities to learn.\u00a0 Well iQ increased public ratings and reviews for all of our clients while never review gating and always putting an emphasis on the root causes of patient experience challenges, and the recognition of healthcare workers.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Moving The Needle<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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With a few years of reputation management behind healthcare organizations, the learnings were that the public review frequency, recency, and quality were extremely important when it came to credibility.\u00a0 Potential patients wanted to see a good rating, but they also wanted to make sure that those ratings were happening often based on many different patients having the same experience. This was another call for organizations to make sure that they were prioritizing the need for receiving patient feedback. Often this was done by making sure standardized surveys such as HCAHPS or other supplemental CAHPS programs were being implemented while also having a focus on the external reputation of the organization.\u00a0 <\/span><\/p>

What Well iQ saw was that as public ratings and reviewed increased, the good was always outweighing the bad.\u00a0 Additionally, when a patient had a bad experience- thanks to our real-time notifications- they were very impressed when a staff member was able to call them and ask what could have been done better.\u00a0 This showed the evolution from looking at only reviews, to looking at how the experience could improve completely.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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It's Not All Rainbows <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Countless times in the past, we have seen that not all feedback will be positive, but the majority of patient feedback will be positive. In fact, over 99% of patient feedback is positive and that makes it easy to recognize staff when you have a platform like Well iQ.\u00a0 This is great news, but what about the less than optimal scenarios?\u00a0 As organizations become more mature in the frequency and the way in which they engage and ask for feedback, they must also take identifying issues and digging into the root cause of those issues equally seriously.\u00a0\u00a0<\/span><\/p>

While the difference between a 4.9 and a 5 may be small, the patient experience could be greatly improved for all patients if root causes in negative patient experiences can be identified and fixed.\u00a0 A pain management practice that has a 4.9 out of 5 but has numerous reviews stating the waiting room chairs are uncomfortable, have a root cause that can be addressed if they are looking at the feedback.\u00a0 Well iQ not only has a focus on the positive aspects of public ratings and reviews and staff recognition, we allow you to analyze those patient experiences that could have been better and help identify what went wrong.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/section><\/div> (more…)<\/span><\/a>","protected":false},"excerpt":{"rendered":"

The Evolution of Reputation Management in Healthcare October 11, 2024 Written by Peter Harnish, CEO & Co-Founder of Well iQ The phrase \u201creputation management\u201d encapsulates a lot of content in two words.\u00a0 It can mean very different things to whoever may be talking about it.\u00a0 Managing one\u2019s reputation has always been important.\u00a0 The entertainment industry […]<\/p>\n","protected":false},"author":3,"featured_media":7953,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21],"tags":[10,38,9,75,72,55,68,13,76,71,73,74,6,77,78],"class_list":["post-7944","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guest-post","tag-ehr","tag-ehr-system","tag-emr","tag-engagement","tag-feedback","tag-healthcare","tag-medent","tag-partnership","tag-patient-engagement","tag-patient-feedback","tag-reputation","tag-reputation-management","tag-software","tag-well-iq","tag-welliq"],"yoast_head":"\nThe Evolution of Reputation Management in Healthcare | medent<\/title>\n<meta name=\"description\" content=\"Learn how reputation management has evolved in healthcare and how MEDENT and Well iQ can help address every stage of the process. 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