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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3 Simple Ways to Improve Patient Relationships (and Improve Physician Brand)

By Tod Baker | May 10, 2017 8:00:00 AM

In 2016, we analyzed 297 negative patient comments about physicians in a single client practice over a 12-month period. We found that in more than 60 percent of the negative comments, patients cited a lack of emotional connection with their physician as a reason for a poor patient experience.

To prevent these bad experiences, physicians would do well to develop strong interpersonal relationships with patients. Doing so can improve retention and acquisition, considering 72 percent of consumers and patients who go online select or deselect a physician based on their ratings.

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The Top 6 “Musts” of Physician Reputation Management

By Tod Baker | May 3, 2017 8:00:00 AM


Physician reputation management is an active endeavor, not a “set it and forget it” marketing campaign. Typically, marketing teams actively monitor reputation sites such as Healthgrades and Vitals for a few weeks before other responsibilities overshadow the importance of reputation management—and that’s precisely why many healthcare organizations don’t reap the benefits of robust physician profiles.

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How Healthgrades and Vitals Can Make or Break Your Hospital’s Financial Success

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

Many physicians and healthcare marketers are wary of patient-generated reviews. No one wants negative reviews amplified online, especially in medicine, where perfection is expected and mistakes can be devastating. But ignoring or not proactively participating in physician-review websites such as Healthgrades and Vitals will negatively affect your physicians’ reputations—and your bottom line.

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Improving Physician Brand: How to Ask Your Patients for Reviews

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

It’s likely that very happy as well as very angry patients are anomalies at your clinic, and the bulk of all of your patients fall somewhere in the middle. Therefore, it’s critical that your staff actively ask for reviews to prevent physicians’ online brands from becoming skewed due to extreme viewpoints.

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How to Address a Negative Healthgrades Review

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

When it’s time to find a new doctor, 77 percent of people turn to online reviews to start their research. And 60 percent of people feel it’s important for doctors to respond to online reviews.

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5 Metrics That Improve Physician Performance in Today’s Patient-Focused World

By Tod Baker | Apr 5, 2017 8:00:00 AM

Successful physicians are competitive. From acquiring their first position after residency to strategically attracting new patients, the physicians who excel are those who balance playing to win with exceptional patient care.

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Is Your Physician Referral Program Lacking?

By Tod Baker | Mar 22, 2017 8:00:00 AM

The financial implications of a poor physician referral program weigh heavily on the budgets of healthcare administrators. Consider this: A single physician in primary care or a specialty practice can generate more than $1.5 million in annual revenue.

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5 Physician Marketing Strategies That Help You Retain Your Patients

By Tod Baker | Mar 15, 2017 8:00:00 AM

A 2016 BrightLocal study revealed that just five percent of people don’t research businesses online before giving them their business—and healthcare organizations are no exception. From the time your patients walk through the door, they hold expectations about your physicians based on what they’ve read on third-party review sites.

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