Hi Reed, we review request based on the clinics current review rating. I may suggest a direct ask, a hand out card, an in office sign or other method. We are looking into automated review requesting as well.
Director Reputation Management
I am a
Jan 22, 2019 · Social Response & Patient Experience Collaboration in Give & Get Advice
Jan 16, 2019 · Social Response & Patient Experience Collaboration in Give & Get Advice
I'm so excited to see this topic discussed so we can share ideas. Here at Cook Children's Health Care system the goal is to respond within 24-48 hours to complaints, take it offline and attempt service recovery. Patient reps handle our medical center and practice managers handle the clinics. If the reviewer is currently at one of our locations, then we notify someone at that location to find the reviewer and offer assistance. If the issue has medical risk, then legal and risk become involved and the complaint goes through their process. I worked with our process improvement team on a process map to clarify the steps above.
In every case, we respond to the reviewer and thank them for bringing the situation to our attention. We then ask for them to email or DM us so we can listen to their concerns. About 10% take us up on it, billing concerns always do. In about 2% of the cases, they change the bad review to a positive one.
At the monthly manager meetings we've been sharing best practices from online service recoveries. We're starting to put together tip sheets for training staff developed from the most common complaints. This fits in perfectly with the patient experience.
What we need to do is track better. Thank you Lucy for the recommendation of RL Solutions. I'll be looking in to that!
HI Jeff, we have one full time, our media specialist manages twitter, our content manager assists with facebook comments and we all monitor. I work very closely with patient relations on reputation management. We're like this (need crossing fingers emoji).