Automated Reputation Management: A Must-Have for Healthcare Organizations

By Amber Hull, Marketing Manager at TeleVox

Automation technology continues to revolutionize the healthcare industry, improving patient care and operational efficiency. And, as staffing challenges and burnout continue to handcuff departments, more and more organizations are leaning into advanced automation technologies for various tasks. One of those tasks is reputation management.

Automation reputation management technology helps organizations manage their online reputation (ie: Google reviews, etc.) and solicit feedback from their patients to drive meaningful change. According to a survey by Software Advice, 71% of patients would use online reviews as the first step in finding a new doctor, making it increasingly critical that organizations stay on top of their online reputation. Reputation management technology can help organizations filter negative reviews, and it can also help them improve their online reputation with minimal effort. In this blog post, we will dive into how healthcare organizations drive revenue with automated reputation management and the three things to consider when deciding on a reputation management software.

Three reasons why healthcare organizations drive revenue with automated reputation management: 

Improves Online Reputation

Healthcare organizations can improve their online reputation with minimal effort by leveraging survey automation. They have an online reputation regardless of how busy they are, so an embedded reputation management tool will help them filter positive/negative reviews accordingly.

More Actionable Reviews

Automated reputation management makes reviews more actionable. If a patient gives a negative review, it helps the practice remedy the issues that prompted them to give a negative review. If the patient’s doctor’s office, health system, etc., have a reputation management tool, they invest in the patient’s perception and satisfaction with their services. This empowers healthcare organizations to provide a stronger patient experience.

Improves Workflow Processes

Automated reputation management can also help overworked staff members improve their workflow processes. For example, if patients say the practice is unclean or behind schedule, the staff becomes fully aware of their issues and can work together to resolve them. They are creating more efficient workflows and constant improvements in the office. Additionally, some organizations rely on manual processes for soliciting patient feedback. This is time-consuming and cumbersome and does not garner the best results. By automating this process, the staff can focus on more meaningful tasks, while letting the automation do the work for them.

Three things to consider when deciding on a reputation management software:

Ease of Use

In this ever-changing technology-driven economy, staying ahead of the curve is vital. Many organizations already understand the benefits of relying on technology to take some weight off their shoulders. By pivoting from manual to automation, organizations are seeing speed and efficiency improvements, and a decrease in staff burnout. It’s also critical that the automated solution does not require a heavy lift or advanced training. It should be easy to learn and use to help maximize office efficiencies.  When looking for reputation management software, it’s important to consider ease of use. If the software is user-friendly, productivity will increase.

Control

We all want more control in all aspects of our lives because with power comes consistency.  The clients now have the power to choose online platforms where their positive or negative reviews will be visible. They can opt-out of Google and Yelp if they don’t want their reviews to appear there. If the clients already have good reviews, they can prompt patients with the ability to post those reviews on social media sites. Now more than ever, a healthcare organization has more control over its reputation and can choose to push positive reviews to social media. This gives them more influence over how it is perceived within specific online communities and provides them control over their online reputation.

Seamless Integration

When looking to automate reputation management, finding a product that seamlessly integrates with your current technology, office workflow, and budget is essential. Most companies integrate directly with the practice’s EHR. With more advanced software, you can skip the EHR process and the fees that come with the process.

Automated reputation management is a must-have for healthcare organizations, offering numerous benefits for health systems, hospitals, patients, and staff members. By investing in this type of automation and making improvements based on patient feedback, health systems, and hospitals can improve their online reputation and enhance the patient’s experience, all while limiting the burden on their overworked staff.