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Turn Aesthetic Consumers into New Clients with a Patient-first Practice Website

Mobile apps, social content, telemedicine, as noted in a previous post, potential aesthetic patients have an ever-expanding number of ways to connect with your plastic surgery practice. With all these other tools, it’s important not to neglect the most obvious one — your practice website. Your practice website is your digital front door, and it […]

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How This Doctor Maximizes His Reviews on RealSelf

Marketing is crucial to any business. To grow your plastic surgery practice, you need to increase exposure and attract new patients. Easy, right? While many practices spend thousands of dollars to do just that, the best marketing you can get is 100% free. Really. “Information coming from real patients is much more valuable than any marketing process […]

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Why Loyal Patients Are a Doctor’s Best Friend

Patient loyalty matters, but it’s not easy to earn. Consider the numbers: In a study of 27 categories, McKinsey found that just 13% of consumers are loyal to a brand, while 87% “shop around.” In a study of 11 industries, Accenture found that 52% of consumers switched a brand in the past year because of a poor […]

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Don’t Let a Bad Online Profile Hold Back Your Business

A patient gets their first impression of your practice the second they walk in the front door. The location, the decor, the lobby chairs, even the paint color on the walls. It all matters. Your office is a showcase of who you are and what your practice provides. Your online profile does the same. You […]

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online reviews, doctor reviews, medical marketing, peer trust

Online Reviews: New Research, Intriguing Insights, and the Power of ‘Peer Trust’

You can’t escape it. From search engine result pages to community sites, online reviews of healthcare services are everywhere. Even the scientific community has taken notice, which may explain why online reviews are a popular topic for study in a variety of recently published medical journals. Consider the trends and takeaways found in recent research: Reviews have a […]

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social media, small business, marketing, reputation, content

Struggling with Social Media? Why so many Small Businesses Get It Wrong

By now, almost every successful business owner understands the importance of maintaining a social media presence. Unfortunately, many may still be struggling to get it right: Consider some of the findings in a recent study by The Alternative Board, a provider of peer-to-peer advisory boards: 59% of small business owners believe social media is “nice […]

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online reviews, trust, reputation management, local business

Online Reviews: 7 Stunning Statistics — and What They Mean for Aesthetic Practices

The review genie is not going back in the bottle. In fact, with more people putting more trust in online reviews, and more reviews showing up in more places, that bottle’s been shattered for good. As a just-released survey from BrightLocal notes, just 5% of consumers said they don’t pay attention to reviews when researching local […]

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patient experience, customer service, branding

Study: 81% of Patients Are Unsatisfied with their Healthcare Experiences. Are Yours among Them?

Think your practice provides a great patient experience? You might want to revisit the question. According to a recent study by Prophet and GE Healthcare Camden Group, 81% of consumers surveyed indicate they are unsatisfied with their healthcare experience. That’s a lot of unhappy patients, which, by extension, makes it highly likely that many providers […]

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web design, practice website, healthcare marketing, about us

The One and Only Time It’s OK to Make It All about You (Web Design 101: Part IV)

It’s the first rule of healthcare marketing in the digital era: When you’re trying to connect with potential patients, it’s not about you, it’s about them. In other words, your messaging should be about helping them resolve their aesthetic concerns, not promoting you and your practice. Of course, as with any rule, there’s an exception. […]

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3 rs, authenticity

Real, Reliable, and Respectful: Attract More Patients by Embracing the 3 Rs of Authenticity

You hear a lot about “authenticity” these days — what it is, why it’s important, how to demonstrate it, etc. — but all too often those explanations are long on abstract concepts and short on actionable details. A recent report by Cohn & Wolfe, on the other hand, offers an approach that’s so simple and […]

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customer service, healthcare, loyalty, word of mouth

Infographic Friday: Customer Service — It’s not just for Hotels and Stores Anymore

No one ever chose a medical practice simply because staff members returned calls quickly or greeted them warmly when they walked in the door. But that’s no reason to get complacent about good customer service: Fail to provide it and you just make it that much easier for them to choose a competing one. The […]

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hipaa, patient privacy, email, secure email, patient portal

HIPAA @ 20, Part III: Ensuring Email Is Compliant Can Be Tricky

Need further proof that, even two decades after its passage, HIPAA continues to raise questions about compliance? Having already considered the do’s and don’ts of HIPAA-compliant social media and HIPAA-compliant mobile strategies, consider this scenario shared by Jim Hook, Director of Consulting for The Fox Group LLC: The question at hand regarded a doctor who, […]

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hipaa, phi, negative review, reputation management

Responding to Negative Reviews, Part IV: 20 Years of HIPAA and They Said What?!?

With apologies to The Beatles, it was 20 years ago today (okay, Sunday) that President Clinton signed Public Law 104-191, better known as the Health Insurance Portability and Accountability Act, or HIPAA. Although the law addressed a multitude of issues, it’s safe to say that the most relevant requirements for most providers is spelled out […]

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reputation management, online reviews

Responding to Negative Reviews III: Sometimes the Best Response Is to Change the Conversation

Let’s face it. Having done your best to help a patient, you have every right to be dismayed when you discover they’ve posted a scathing online review. As previous posts have noted, there are appropriate ways to respond to them and inappropriate ways to respond, but sometimes, the best response is to bite your tongue […]

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Responding to Negative Reviews, Revisited: 5 Ways to Avoid Bad Publicity

As noted in last week’s post, filing a lawsuit over a negative review — either to silence an unhappy patient or to pursue damages for defamation — is rarely a good idea. Costly, difficult to prosecute and, in some cases, prohibited by law, such suits can turn a one-time, one-off event into an ongoing crisis […]

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yelp, online review, lawsuit, slapp, reputation management

Responding to Negative Reviews: Don’t Get SLAPPED by Filing Suit

To sue or not to sue, that is the question. When the issue at hand is an online review of your practice, the answer is almost always no. Barring highly specific and hard-to-prove circumstances, heading to court to contest a negative review can often do more harm than good. The latest case in point? Dr. […]

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authenticity, branding, reputation management

The Authentic Practice: 3 Steps to Better Engagement with Aesthetic Consumers

Authenticity (au·then·tic·i·ty):  According to Webster’s, it’s “the quality of being authentic.” Well, that doesn’t say much, now does it? Nor is it likely to provide any insights on how to demonstrate that you possess it. And while aesthetic consumers are obviously interested in your medical training and surgical skills, the fact remains that they also want […]

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google, image search, duplicate photo

Photo Poaching: Are Your Images Being Used to Promote Someone Else’s Practice?

It probably happens more often than you think. A potential patient considering a procedure goes online, comes across your before and after photos and decides that she likes what she sees. She picks up the phone, schedules a consultation and then never shows up. Why? Because she didn’t call you; she called another practice entirely. The […]

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customer service, patient satisfaction, aesthetic marketing

Customer Dis-service: When Great Medical Care Isn’t Enough

Quick, if someone were to ask you what sort of services your practice provides, what would you say? Cosmetic services? Aesthetic services? A variety of services for the skin, face and body? Chances are you wouldn’t say “customer service.” And yet, the fact is that customer service plays an increasingly important role in determining how […]

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infographic, social media, reputation management

Infographic Friday: Manage Your Reputation (and Attract New Patients) via Social Media

Do you know what’s being said about you online? Many doctors apparently don’t: According to research by MedData Group, almost half (47%) of doctors don’t actively manage their online reputation. In this day and age, that’s a shocking figure, especially when you realize the same percentage of patients say that the reputation of a doctor […]

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