Tag Archives | customer service

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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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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3 Tips to Generate More Patient Reviews

Reviews matter. As a medical professional, reviews may not be at the top of your priority list. Your experience, education, and board-certification showcase the value of your work. That is true, but reviews still matter. A lot. According to a RealSelf study, 68% of patients use reviews to determine the trustworthiness of a doctor. Only […]

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How Answering Simple Questions Can Build Your Brand and Grow Your Practice

It’s easy to get caught up on ROI as you build your practice. Your time is valuable and whatever you invest in it needs to deliver. All those returns, however, don’t have to be immediately monetary. There is true value in building your brand and establishing yourself as an expert who potential patients can trust. […]

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e-patient, empowered doctor, post-care communication, patient journey

E-patients, Part III: 3 Ways to Turn Good Outcomes Into Great Relationships

There’s been a lot of talk lately about the “decision journey” patients take as they determine what cosmetic procedure they want and which doctor they want to perform it. Not surprisingly, the discussion tends to focus primarily on the steps between a patient’s initial interest and the door of his or her chosen practice. But for […]

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patient experience, online reviews, search, seo, healthcare marketing

What Aesthetic Practices Can Learn from Urgent Care Clinics

Cosmetic surgery and urgent care: When it comes to patients’ decision journeys, you’d be hard-pressed to find two sectors that are more dissimilar. Re: the former, it’s not uncommon for patients to spend weeks, months, or years researching their options; for the latter, that “research” often boils down to jumping in the car and heading for […]

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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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infographic, self scheduling, online appointment setting

Infographic Friday: Self-scheduling May Spell the Difference between Lookers and Bookers

Look out Appointy, Zocdoc, and pretty much every other appointment-setting app or service out there. With Facebook and Microsoft’s Office 365 joining forces on a competing, completely integrated service, self-scheduling is going mainstream. The new feature allows business owners to accept customer appointments on their Facebook Page, via an added “Book Now” button, writes Sarah Perez of TechCrunch. […]

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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, 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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reducing friction, healthcare marketing, practice website, self-scheduling

Eliminating Friction: 4 Ways to Facilitate More Patient Contacts

Picture for a moment a potential patient who has decided to book a consultation with your practice. If she’s like most people, chances are that she’s going to have to work that appointment into a day that’s more juggling act than mere schedule. For example: If she has a job, she had to arrange time […]

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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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harris poll, wait time, medical marketing, online access, patient satisfaction

Harris Poll: Patients Want Online Access, Proactive Communication and Shorter Wait Times

Somebody’s doing something right: According to a recent Harris Poll, patients’ satisfaction with their doctor visits is rising, although there’s still room for improvement. First the good news: Among those who have visited a doctor’s office in the past year 88% reported that they were satisfied with their last visit, up five points from a […]

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social, customer service, patient privacy

Social Customer Service: Are You Nordstrom or Walmart?

If you’re like many aesthetic professionals, you probably don’t use Twitter all that much. Let’s face it, it’s tough to discuss complex subjects like cosmetic surgery or form a connection with potential patients in 140 characters. But that doesn’t mean you should ignore the micro-blogging site. If nothing else, it gives you another way to […]

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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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myth, healthcare consumerism, marketing

3 Myths about Healthcare Consumerism — and How to Overcome Them

             Patient:  a person receiving care or treatment, especially from a doctor              Consumer: a person who buys goods or services for personal use With the 2010s now more than half over, there’s no escaping the fact that the two cohorts above are increasingly one […]

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unsatisfied patient, aesthetic marketing, loyalty

What Patients Really Want, Part III: Ensuring the Answer Isn’t another Doctor

By now, it should be clear that patients expect more than just excellent care: They want doctors to truly understand them; they want to be safe, respected, and involved in the process, and they base their level of satisfaction on a larger range of factors than you might think. And when they don’t get what […]

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what patients want, healthcare marketing, feel safe, feel important, feel cared for, empowered

What Patients Really Want, Part II: 3 Factors that Determine Whether They’re Satisfied or Not

Satisfaction: According to Webster, it refers to “anything that brings gratification, pleasure, or contentment.” According to patients, it’s more complicated than that. Sure, a new nose or smoother brow can provide all of the above but people today want and expect more from their healthcare experiences. Great outcomes aside, they want doctors to do a […]

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what patients want, medical marketing, empowered patient

What Patients Really Want: 5 Traits that Today’s Patients Demand from their Doctors

Long before a potential patient walks into your practice, there’s a good chance she knows all about you: She’s looked at your bio, she’s viewed your before and after gallery, and she’s read reviews from current and former patients who confide everything from their surgical results to your bedside manner. On the other hand, you […]

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