Binary Fountain’s Senior Vice President of Marketing, Aaron Clifford was featured in the ModernMedicine Network’s “Physicians Practice” blog to talk about how healthcare practices need a reputation management strategy to help provide excellent customer service and operate a profitable business.
Aaron brought up key findings from a recent consumer survey that found:
- 95 percent of respondents say online ratings and reviews are “somewhat” to “very” reliable,
- 70 percent of Americans say online ratings and review sites have influenced their decision when selecting a physician and
- 41 percent of consumers still check online ratings and reviews of physicians/specialists even when referred by another physician.
He used this to make the case that maintaining a positive online reputation is crucial to promoting a successful business.
Aaron also discussed the roles that patient experience plays in reputation management and the need to shift to value-based care.
“Reputation monitoring and management is most effective when a large percentage of patients and caregivers are participating,” he writes. “The more feedback captured via Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys, ratings and review sites or social media, the better the patient experience will be for future patients.”
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