In this post, we’ll delve into reputation management strategies tailored specifically for orthodontists and dentists in 2020, amidst the backdrop of the pandemic’s uncertainty and anxiety. As Ortho Marketing understands, the upheaval of normal routines has left many individuals grappling with mixed emotions and heightened worry.
When it comes to health care, changes are happening fast, especially in the realm of telemedicine. To stay up-to-date, most patients place trust in healthcare providers over the government or the media. So, they look to you to help them best navigate these continually evolving circumstances.
Patients Trust You To Guide Them
According to a recent poll by the Associated Press-NORC Center for Public Affairs Research:
“Sixty-eight percent of Americans say they highly trust the information that the Centers for Disease Control and Prevention is providing about the virus, 66% trust their doctor or health care provider, and 52% said the same about their state or local government.”
Thus, your patients expect the latest expert advice from you across all channels of communication. Therefore, it’s even more important than ever to have a consistent, accurate voice on social media, your website, websites like Google My Business, and an array of patient review sites.
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Patients Trust Online Reviews
As tensions run high, people are more likely to amplify both positive and negative reviews online. Healthgrades notes:
- 84% of patients use online reviews to evaluate physicians.
- 80% of consumers trust online reviews as much as personal recommendations.
- 77% of patients use online reviews as their first step in finding a new doctor.
As you can see, online reviews and rankings are critical. Thus, responding quickly and accurately is a must.
What Should You Do?
First, it’s important to be empathetic with your patients. Everyone is under stress, fearful about the future, and emotions are running high. So it’s vital to respond with compassion and concern to feedback and questions. In many cases, you will see reviews that are more positive and more negative than usual. In all cases, you have to respond in a professional, empathetic manner.
Continuously Update Patients
Health care providers are rolling with constant changes and following guidelines and safety protocols from numerous sources like:
- The American Association of Orthodontists
- The CDC, OSHA, and the ADA
- State Dental Associations
- Federal and State guidelines
As your practice changes, or temporarily closes, keep your patients in the loop. Regularly remove and update any inaccurate information about hours of operation, policies, or procedures. Also, make sure your current information is available with a consistent voice across all platforms.
Therefore, you must update your website, social media, Google, and any other sites.
Also, it’s a great idea to post on social media and your website to show the protocols you are following. Thus, they know you are making their safety your top priority.
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Prepare a FAQ for General Questions
You can save both you and your patients’ time with a FAQ for commonly asked questions. Thus, they can quickly get the answers they’re looking for without picking up the phone. Also, you can refer patients to credible sources for answers to COVID-19 questions.
On the other hand, hearing your voice on the line can also be reassuring and the perfect way to reach out. So, be sure to let patients know you are available as usual to talk. As telemedicine has grown exponentially in recent months, we recommend virtual consultations. That way, patients can communicate effectively and safely without leaving the comforts of home.
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Monitor and Respond to All Reviews On All Platforms
As noted, online reviews are a primary way new patients choose orthodontists and dentists. So, it’s essential to keep an eye on them and respond promptly. Therefore, having an expert team on your side to handle Online reputation management is a wise investment. Without any effort on your part, you can see more positive reviews, and so can everyone else.
Be Active on Social Media
Aside from online reviews, most new patients will head straight for your social media pages. Thus, they look at sites like Facebook and Instagram even before considering your website. Social media helps people feel like they are getting the latest information and connecting with you in real-time.
Therefore, all dental professionals must stay active on social media, responding to any comments or messages. Also, new features like the COVID-Update feature on Facebook help reach and update more people in your area.
Orth Marketing provides expert social media management as well as effective targeted advertising. We have decades of experience in the specialized marketing needed by orthodontic and dental practices. For a free consultation, call us anytime at 914.788.1555.
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Tune in the Ortho Marketing Podcast for tips on how to create winning social media posts. See below:
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