1. Doctor ReputationManagementOnline Reputation Management for the Healthcare Professional

2. Physician Quality Reporting asPatient-Based, Online Reviews Case Study: RateMDs.com (founded in Number of individual physicians w/2004) ratings: Total number of physician ratings: 2005: 2,475 2005: roughly 3,000 2010: 112,042 2010: 368,559 100-fold increase in 5 years Source 3. ResearchingPhysicians More and more potentialpatients are using onlinereviews to research andchoose their doctors 80% of new patient volumescreened their doctors onlinein 2011 60% of those screening doctorsonline used specializedmedical review sites (i.e.RateMDs, Vitals, Healthgrades)Source 4. Spreading Positive Reviews Most online reviews onphysicians and practicesare positive: Average quality rating onRateMDs is 3.93 out of 5 45.80% of physicians onRateMDs received 5 out of 5 Online reviews/review sitesare better, faster vehiclesto spread positive reviews a digital word of mouth Sourceand generate new business 5. Managing Negative Reviews 80 % of shoppers changepurchasing decisions basedon negative reviews It does not take manynegative reviews to harm apractice gag orders, where If we are contacted by a doctor or dentist with a take-downdoctors ask patients tonotice based on a contractpromise not to discuss their restricting the patients right totreatment online, is free speech, we will not honor the requestineffective~Chantelle Karl,Yelp! spokesperson 6. A Case Study One Ambulatory Surgery Centerpreviously spent about $8,000 inadvertising to get 5 out-of-networkpatients. Improving the reputation for six offifteen doctors in the same ASCbrought in 33 new out-of-networkpatients in less than four weeks. Source 7. Farris Timimi, M.D. on SocialMedia/Online Patient Reviews inHealthcare Farris Timimi, M.D. Interview We can reach people everywhere and bring sharedinteractions to all parts of our practice, thats powerful. This isnt an addition to your job. This is part of your jobWe are about the needs of our patients. This is where ourpatients are, and this is where their needs are going to bemet most effectively. The biggest pitfall to be frank, is to be so risk aversethat you dont participate to not populate (your onlinepresence) strategically. Doctor Farris Timimi is a Mayo Clinic cardiologist and theMedical Director of Mayo Clinics Center for Social Media. 8. Managing informative and accurate content about doctors andpractices online to uphold digital reputation Create, optimize, and claim ownership of your physician profiles onHealth Grades, Vitals, and RateMDs Create, optimize, and manage your practices profiles onFacebook, Google+, Yelp! And Google Local Post industry-relevant and engaging content on your Facebook andGoogle+ channels on a weekly basis 9. Set up an appointment request app on Facebook and track the numberof monthly conversions Monitor online medical reviews of you and your practice on the listedsites Respond to comments and reviews on the listed sites Provide you with a client tracking and reporting portal thats accessible24/7 Provide support and monthly reporting session via your dedicatedaccount manager Track and deliver timely, clear PDF reports on key data metrics 10. Google LocalWhy Google Local?Services Most visible, important Build, claim and/or optimize a Google Local listing forface of your practice on practiceGoogle Unique photos, office hours, directions, practice Important landing page for summary, website linkconverting searchers into Respond to 2 reviews postedcustomersbefore we take on practice People will visit Google Respond to all reviewsLocal profiles to research posted on Google Localreviews on local practices Request removal of inappropriate reviews Mobile device friendly 11. FacebookWhy Facebook?Services Build and optimize a Facebook profile Most effective channel to Office Hours, Practice summary,engage with patients and to website link, contact infoshowcase the culture and Optimize Facebook profile applicationsexpertise of a practice Photos, request appointments,reviews, likes Effective in generating new Create and post 2 engaging commentsreferral business fromper week i.e. positive reviews, articles relatedcurrent clients to doctors specialty, local news, funnyphotos, employee birthday, events Largest reach of any social Respond to comments posted on profilenetwork Post additional content sent by client 12. Google+ Why Google+?Services Highly visible on your Build and optimize a Google+profilepractices branded search Office Hours, practiceresults summary, website link,contact information Becoming very important Cross promote withfor SEO and lead generation Facebook to build largeraudience Showcase culture andexpertise of practice Respond to commentsdirected at the practice Connect with everyone whoconnects with practice 13. Health Grades, RateMDs, Vitals Why? Services Among the most trafficked Build out, claim ownershipchannels where people go of, and optimize profilesto research doctors online Respond to all future Well-managed profiles will reviews on behalf of doctorhelp the practice avoidlosing new patient Share all positive reviewsopportunitieson Facebook profile Separate yourself from Provide doctor withlocal competitorsmonthly analysis of customer feedback 14. Yelp!Why Yelp?Services One of the first 5 sites that Build out, claim ownershipcome up online for your of, and optimize a Yelp!practicelisting for practice Highly integrated into Respond to all futuresearch functions of Applesmobile devices, including reviews and comments onsmartphones, tablets andbehalf of practicephablets Share all positive reviews People visit Yelp! To on Facebook profileresearch reviews on localpractices 15. Results Tracking Reporting Number of monthly visitors Monthly PDF reportseach profile receivesshowing all key tracking Amount of website traffic datathat originated from eachprofile Monthly phone conversation Ranking of profiles on Healthwith practice to discussGrades & Vitals results Number of monthly reviews Provide recommendationsposted and responded to based on customer Page 1 search results onfeedbackGoogle for your practice