Tod Baker

Recent Posts

What to Do When You Receive a Glowing Online Physician Rating

By Tod Baker | Aug 2, 2017 8:00:00 AM

It can be difficult to determine the appropriate response when you are thanked publicly, especially in a forum that is tied directly to your organization’s lead generation efforts: specifically, third-party review sites such as Healthgrades or Vitals.

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Improving Online Ratings: 3 Areas That Will Set You Apart

By Tod Baker | Jul 26, 2017 8:00:00 AM

There are three key channels that successful organizations focus on when it comes to improving their online ratings: their websites, third-party review sites, and Google My Business. These platforms increase the volume of digital data about your physicians and provide ample opportunities to maximize search engine optimization (SEO), which in turn helps increase your ranking on Google search results.

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Is Working with a Physician Liaison Worth Your While?

By Tod Baker | Jul 19, 2017 8:00:00 AM

Studies have shown that as many as 50 percent of referring physicians never find out if the patients they’ve sent to a specific specialist kept their appointment. This and other common physician communication concerns have led to the development of an important healthcare administrative role: the physician liaison.

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3 Strategies You Should Follow to Build Your Online Physician Brand

By Tod Baker | Jul 12, 2017 8:00:00 AM

Patients have two angles to consider when researching healthcare providers online: the healthcare organization and the doctors who practice there. The reputations of both are equally important and go hand in hand.

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Physician Relationships: How Do You Know If a Physician Is a Splitter?

By Tod Baker | Jun 28, 2017 8:00:00 AM

“Increase physician referrals” is a top goal for nearly every healthcare organization. But referring physicians can be selective of—or worse, ambivalent to—the organizations and physicians to whom they refer their patients. 

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What to Say When You Address Negative Reviews (+ 3 Scripts Your Marketers Should Use)

By Tod Baker | Jun 21, 2017 8:00:00 AM

A 2015 survey by community health online reviews firm, Software Advice, suggests that only 6 percent of patients leave negative reviews of physicians, but 60 percent feel it’s important for physicians to respond to reviews online.

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Instant Patient Feedback: The Key to Driving HCAHPS

By Tod Baker | Jun 14, 2017 8:00:00 AM

For more than a decade, healthcare organizations have depended upon the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Survey as a measurement of patient perceptions of their care. The survey delivers patient experience data compared against a national standard and helps hospitals pinpoint some areas where care could be improved.

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How to Address Negative Reviews on Google My Business

By Tod Baker | Jun 8, 2017 7:00:00 AM

We tend to focus on monitoring patient reviews on third-party rating sites, such as Healthgrades and Vitals. But an often-overlooked site where patients also can leave reviews is Google My Business. It offers potential patients vital information about your physicians and your organization, such as directions to your clinic and phone numbers they can call to schedule appointments. Google My Business (which supplies information for Google Knowledge Panel, Google Maps, and more) also offers an option for patients to assign star ratings to your doctor and organization pages.

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Is There a Connection Between Patient Experience and Physician Reimbursement?

By Tod Baker | May 24, 2017 8:00:00 AM


From scheduling an appointment to the in-clinic visit, there are multiple customer service touch points that affect the patient experience and a patient’s perception of their physician’s provision of care.

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Improving Online Ratings: Start By Getting to Know Your Patients

By Tod Baker | May 17, 2017 8:00:00 AM

Why do people keep coming back to the same doctor’s office? Just like any with any other consumer transaction, the experience is what matters. That’s why people have a favorite restaurant or grocery store. They can find the same type of products just about anywhere, but it’s the service and the encounters with staff that keep them loyal.

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