If you’re like most practice managers, you’ve gone to great lengths and have even jumped through a few hoops trying to bring new patients through the door—all to feel like you’ve gone two steps forward and then three steps back after getting hit with yet another 1-star review.What most practice managers fail to understand is that 1-star reviews typically have nothing to do with the doctor’s care but stem from a complaint about an employee’s actions, demeanor, or behavior.As practice managers, we’re spending entirely too much time and money focusing on ‘managing’ our reputation, while spending little to no time getting to the root of the problem. In fact, instead of focusing on the cause, the solution is often to increase the marketing budget.Marketing your medical practice today is entirely unlike what it was just ten years ago. Today’s patients are more in the driver’s seat than ever before when it comes to choosing and managing their healthcare. Worse yet, a patient’s perceived overall experience at your practice will make or break your reputation online. This means that everyone at your practice (no matter how visible or invisible) plays a vital role in overall patient satisfaction and the overall reputation of your office.In this week’s episode, Susan Makowski, Client Success Manager at Insight Training Solutions, breaks down the number one way you can limit 1-star reviews. She also shares 5 ways you can boost your employees’ customer service performance.
