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Outpatient Therapy

Grow Your Rehab Therapy Practice Using Paid Ads and Search Engine Marketing

When done right, paid advertising and search engine marketing are amazing tools to reach new patients and grow your business. By applying several basic tactics, you can start using powerful digital advertising platforms like Google and Facebook to target specific audiences and help ensure a steady flow of business for your practice. Click to View […]

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Five Key Stressors Hospice Professionals Face, with Guidance for Support

Hospice professionals help others face death and loss, while juggling interdisciplinary communications, quality compliance regulations and ever-evolving technologies. You are continually there for families and their dear ones who are passing away. But what about you? Get the eBook In caregiving professions, it is easy to get swept up in the needs of others and forget […]

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Net Health’s CIO discusses diversity and how it can build a stronger organization

Diversity in the workplace is an on-going issue but it’s an issue with solutions. To build diversity, it takes forward-thinking initiatives, a reexamination of the hiring philosophy, and the support of the company’s decision-makers.  One such supporter of diversity in the workplace is Net Health’s CIO, Jason “JJ” James.  Recent social movements like Black Lives […]

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Tough Questions | Real Answers: Net Health’s Fireside Chat about Race

Net Health did something different recently. Nearly two hundred employees and their families gathered around their computer screens to take part in a landmark event in our company’s history – we called it a “Fireside Chat about Race”.  The purpose of this event was to have a truly open conversation about the controversial but relevant […]

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Blog Posts Why Online Reputation Can Make or Break Your Rehab Therapy Program
Outpatient Therapy

Why Online Reputation Can Make or Break Your Rehab Therapy Program

September 2, 2020 by Doug Cundiff, MPT, MPH, VP of Net Health 360, Rehab Therapy

Your rehab therapy clinic has blossomed from word-of-mouth recommendations, and your patients rave about your therapy program while they’re in your waiting room. But, what are people saying about your outpatient therapy program online?

A massive 80 percent of consumers have used the internet to make a healthcare-related search in the past year, and 60 percent have chosen one provider over another based on a positive online reputation.1 Your patients live online, and your digital presence can make or break whether they schedule an appointment with you, or favor a rival private practice or hospital outpatient program.

Let’s discover why an online reputation can be so influential.

What is Your Online Reputation?

Your online reputation is exactly what it sounds like: the overall opinion of your clinic on the internet. Reviews from dedicated third-party websites, social media, and chat interfaces build up over time. Then, channels such as search engines, maps, directories, and even voice search create new avenues for potential patients to discover your business. Your online reputation is a collective opinion formed through this directory of apps, from Google and Facebook to Yelp and Zocdoc.

Free Marketing Audit – See How Your Clinic is Listed on 60+ Online Directories and Review Sites

Why is Your Online Reputation Important?

A positive online reputation is crucial for a plethora of reasons. For one, your online reputation acts as your first impression to new patients. Even with a strong referral from their primary care doctor, 81 percent of today’s consumers still go online to investigate a practice before making an appointment. If a provider has poor or weak reviews, 90 percent of consumers ultimately seek a new referral—all without ever even speaking to an outpatient program representative.2

On-Demand Webinar: How to Optimize Local Search, Online Directory Listings, and Reviews for Your Rehab Therapy Clinic

Even more, a collection of negative reviews or poor commentary from previous patients can severely impact the number of new patient appointments, and 53 percent of consumers will likely change their minds about a provider with less than three stars.3 If you’ve never given much thought to your program’s approval rating online, now is the time to start.

Can You Manage Your Online Reputation?

While you can’t control what a patient says about your practice online, you can manage your online reputation. First, make it an objective to broaden your web presence. Expand on your current website, create a weekly blog, or routinely post on social media to create an online presence that can be controlled. This strategy can develop new channels for patients to discover and book appointments, as well as populate search results pages with branded, informative content about your business.

Download E-Book: 7 Compelling Content Channels to Engage Rehab Therapy Patients

Similarly, set aside time each week to actively answer reviews—both good and bad. A whopping 82 percent of consumers ranked customer service as the most important factor influencing their loyalty to a provider.4 So, an outpatient program that answers patient concerns, apologizes for wait times, and thanks patients for their support is likely to outshine competitors. 

How to Implement Reputation Management for a Rehab Therapy Outpatient Program 

We’ve seen that when negative reviews get out of control, implementing a reputation management program can help.

Utilizing EMR software to target and segment patients is a good place to start. Create a list of recent patients and send automated emails with patient satisfaction surveys. Follow-up with patients who respond positively to the survey and ask them to leave a review on the website, Google, or Zocdoc. When patients respond negatively to the survey, send a follow-up email asking for suggestions for improvement. By getting ahead of reviews before a customer even leaves them, outpatient therapy programs can begin cleaning up their reputations in no time.

Download E-book: 4 Ways Cloud-Based EMR Solutions Improve Rehab Therapy Clinic Management

There’s never been a more important time to look good on the internet. 

——-
Learn how Net Health Therapy for Hospital Outpatient Clinics and Net Health Therapy for Private Practice can strengthen your online reputation to help new patients discover and choose your outpatient rehab therapy program.

1, 4. Doctor.com. (2018) Customer experience trends in healthcare. https://www.doctor.com/cxtrends2018

2-3. Doctor.com. (2018) Report: Customer Experience Trends in Healthcare 2018. https://cms.doctor.com/wp-content/uploads/2018/05/patienttrends_report_v1.4.pdf

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Filed Under: Blog Posts Tagged With: Digital Marketing Solutions

About the Author

Doug Cundiff, MPT, MPH

VP of Net Health 360, Rehab Therapy

Doug's responsibilities include helping clients leverage the features and benefits of the Net Health Therapy solution to demonstrate a balance of optimal financial performance and efficiencies with strong patient outcomes. By adopting this philosophy, outpatient therapy clinics become the clear choice for rehab therapy to their consumers, payers, and referral sources. Prior to joining Net Health, Doug spent the past fourteen years with an orthopedic service line development company conducting strategic assessments and implementing best practice programs. Doug also has a clinical background as a physical therapist and over seven years of direct experience with a musculoskeletal service line organization for a large academic tertiary care hospital system.


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