In this era, the websites have become the face of the organisations!! The consumer is more educated, more aware and makes informed decisions after a prolonged healthcare market research. The health care industry is also not far from getting the similar kind of scrutiny through the patient’s and their relative’s eyes. Healthcare industry is a field that caters to the need of the patients. With people becoming more techno savvy healthcare professionals too need to adapt to new trends of digital marketing in healthcare industry.
Mostly thinking of Hospital makes the people cringe with worry. If any one of your loved one is suffering and admitted in the hospital, you are not likely to be happy about it. So in these stressful situations, the emotions of most of the patients and relatives are stretched.
Everyone’s area of influence has now increased due to social media. Sometimes, the patients do not get better or do not respond to the treatments as expected which can lead to dissatisfaction in the patient’s and their relative’s minds. It is important to handle these sensitive situations very carefully. A single bad video, comment, photo, quote news about the hospital can go viral and tarnish its reputation.
In the today’s instant society, you have to put the management of your public relations and the reputation of your facility as one of the top priority. You have to avoid the bad publicity as much as you can. Sometimes the situation might be so tricky that it may not allow you to avoid these situations. But in the aftermath, you should also be able to handle the negative publicity in a competent manner.
Here are few ways to avoid and handle a negative digital reputation !!
Know your targeted audience:
Everyone now has digital presence. People from all the generations can be found in at the least one of the social media platforms such as Facebook, Twitter, Google +, linked in etc.
Social media is a public platform. If someone has a complaint against your organisation, they will react on your social media page and theses conversations are not private so they will be read by thousands of people. Know more about social media and healthcare marketing.
Hence just having an excellent website or social media page for your organisation is not enough now. You also have to have a very good public relations team to respond to these negative comments with maturity and a short duration of time.
Try as you might, you won’t be able to stop the negative comments from coming in. So what’s the solution?? The solution is facing the quarry and come out the winner!! It might be difficult and downright scary to respond to an angry patient on digital platform. But people will appreciate an honest response which is addressed in a proper manner. A research found that friendly customer service representative responses can make people feel more affinity towards the brand.
The response should be quick. If your response is delayed by a long time gap People often might draw conclusions about the lack of efficiency in your organisation. This is a sure way to divert the patients to your competitors.
Managing the hospital reputation management by addressing the negative feedback effectively is a necessary component of your hospital’s digital marketing strategy.
This black cloud too has a silver lining. Sometimes, having a negative review in between a sea of positive reviews is important and lends an aura of authenticity to the whole response section.
Testimonials from the existing patients:
A former patient of the hospital is the go-to-guy for a potential new patient. Make sure you get some kind of feedback from the patient at the time of their discharge. This gives out the message that the organisation cares what its patient think. And it’s ready to accept criticism as well. If any patient contacts with a good experience to tell, share it on the social media or ask them if they would like to record an interview with them. Share photos of happy patients and staff, sharing patient experience improves health care system.
‘Google alerts’ is an email notification service offered by search engine company Google. The search engine will notify you of the latest online web results, news and video, blog results based on your chosen search terms. In this scenario, for example emerging health trends!! By google alerts, you can feel the pulse of what is talked about your health care organization and also the new trends in your field.
So much will be talked about your healthcare brand on the social media, how to keep tabs on all these things?? The answer is listening services!! By social listening you can get to know what is getting discussed about your brand on the online social platform. It will also help you predict the potential problems which could affect or hurt your brand. Social listening will help you understand the audience, the platform of the discussions, the solutions found by them and their points of dissatisfaction.
Social media is two edged sword, when used properly it will be the means to expected results but if not taken seriously you might end up cutting your own cord!!
Contact us for online healthcare reputation management at +91 7799234580 or firstname.lastname@example.org.